Slide 2:
PRESS AGENTRY Profile airline as an extremely safe and reliable means of air travel despite known accidents and safety issues in the past
State all pilots are rigorously tested and undergo intensive training despite it being easier to attain a captain's rank than other airlines
State “Colgan has and will never compromise the safety of its customers”, “We work for you (fliers) to provide the highest quality and safest air travel option”, etc. ---In reality, Colgan has valued profit more than safety/its fliers
Slide 3:
PUBLIC INFORMATION Provide FB page visitors with gallery of pilots along with profiles/bios
Gives Colgan some character and lets fliers know who they're flying with
Create tab featuring any Awards/Recognitions Colgan has received over the years
Visitors can feel more at ease with Colgan's performance and quality
Explicitly state connection with Continental, United, and US Airways
Eliminates flier's confusion, Shows honesty
Slide 4:
TWO-WAY ASYMMETRICAL Engage page visitors/fans with frequent polls on what they want to see from Colgan, how the airline can be improved, how it can improve customer service, why they choose Colgan over other airlines, etc.
Surveys/polls enable Colgan to conduct research on its fliers and then create a message with the information learned as a template
Slide 5:
TWO-WAY SYMMETRICAL Building a relationship with page visitors:
Use Facebook as an avenue for customer service
Listen to visitors' comments, concerns, and complaints while addressing them accordingly
Shows airline really cares and instills trust
Provide visitors with updates on weather conditions, changes in policies, airline/industry news