Social Media Key Part of Crisis, Employee Communications,

JetBlue’s Dervin Tells IABC-LI Meeting

MELVILLE, N.Y., September 14, 2011—Social media, such as Facebook and Twitter, are now important components of crisis and employee communications, Jenny Dervin, Vice President, Corporate Communications, JetBlue Airways (Nasdaq: JBLU), told a luncheon meeting of the Long Island chapter of the International Association of Business Communicators, at the Hilton Long Island/Huntington Hotel here today.

Outlining JetBlue’s use of social media in crisis communications, Ms. Dervin said, "Twitter, in particular, is our early warning system. Listening closely to what our customers are talking about, in real time, allows us the opportunity to respond quickly and effectively.”

The airline also routinely now uses social media to keep customers up-to-date during a crisis, such as during Hurricane Irene.  As an example, Ms. Dervin explained, "We pushed alerts via Twitter and Facebook, but we also updated our blog with a more detailed explanation of what happens before, during and after a major event like Hurricane Irene. Just knowing what’s happening relieves a lot of stress.”  

"It is so important for professional communicators to continue learning about new techniques in order to refresh their capabilities,” said Ann Middleman, chapter president, and principal of ADM Marketing & Research Consulting, today’s luncheon sponsor.