Carl's Big Picture

Dr. Carl says that companies need to use principles of web 2.0 and make social media a company-wide strategy.

Companies need to establish cross-function task force.

Companies need to train employees in listening and in conversation skills.

No one can own the conversation but they need to be listening to conversations.

Jet Blue

Dr. Carl talks about how, not only did Jet Blue make an effort to deal with their crisis but they utilized a communication tool that reaches people. Jet Blue accepted the problems and criticisms that customers gave and responded saying, that yes, things went wrong, there are serious problems and they need to be addressed. They did not duck and cover or make excuses for their faults, they confronted them head on.