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From the comments: Southwest Spins Itself Out of Trouble; Delta Falls Flat
You've raised a very important point that should be read by any organization that uses social media. There is no tolerance for "PR campaigns" that are meant to cover up and blatantly promote. Southwest should have fixed their planes first and then if the hole happened they'd have something authentic to share through social media channels. It's really that simple.
Since they hadn't fixed their planes, as you've indicated, their response should have different.
Being authentic, open and honest is what people expect today especially with social media.
--Chris Herbert
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From the comments: Southwest Spins Itself Out of Trouble; Delta Falls Flat
It appears that good ol' fashioned PR does work and the faster it gets out there to defuse, the better. The press and analysts who applauded Southwestern for responding rapidly are not going to back up and re-report on an old story because they have moved on to another news cycle. They would not get an audience to care about "yesterday's news." Even twitters wouldn't care about the follow up back story.
Consumers have pushed down prices to low that profit is hard to make. If the airlines invests in maintenance and has no more money to launch a social media effort, they are doing everything right, but nobody cares. Or, they can take that same amount of money and dedicate it to Twitter, Facebook, etc. and everyone applauds them?
This should show how little social media experts understand business. For them, customer service is a flick of the wrist, "Handle it, handle it." For business, customer service is real money that comes off an ever-shrinking bottom line. But don't increase the price of anything or I will just go to your competitors.
--Gerard McLean
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From the comments: Shift Happens -- RDBMS Won't Live Forever
Most people forget (or were never aware) that the Relational database model was developed by Dr. E.F. Codd on a mathematical basis (relational calculus) to ensure that database actions (queries, inserts, etc.) would perform the precise action specified and no more or less. In other words, it was all about getting the right answer and constraining the data rows (tuples) to sets of values whose relationships were precisely controlled so those right answers could be guaranteed.
SQL was a language built on top of the relational model in an attempt to abstract the query language from the underlying relational engine (and so non-mathematicians could work with the model). There were many other syntactical competitors to SQL (produced by Ingres, ADR, and many others) but government standardization (FIPS PUB 127) crushed the competition for any different syntax.
To my knowledge no other data models (other than some academic efforts) have the rigorous mathematical underpinnings that the relational model has. So, if you want a correct answer, SQL on top of the relational model gives you the ability to build an application that enforces that. As a Certified Information System Auditor (CISA) I love applications built on non-rigorously defined data models - I get to bill a lot more to audit them.
--John Steensen
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From the comments: Your Money or Your Mobile
It seems a pretty sad state of affairs that Mobile phones have "changed the nature of relationships". The finding that nearly half of all respondents use SMSes to flirt, a fifth set up first-dates and almost the same number use the same method to end a love affair strikes me as disturbing. How will people who use their phones to connect and disconnect from people learn about reading people's faces for cues to how they feel? Developing empathy for others requires us to be able to connect to others, understand their feelings and be sensitive to them. I don't think that people who do their connecting and disconnecting electronically are fully developing that ability.
--Ellen Pearlman
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