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Paid, Owned, Earned by Nick Burcher

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Chapter Nine

Responding

How responding in a socially connected world can drive advocacy and business results

Ryanair can confirm that a Ryanair staff member did engage in a blog discussion. It is Ryanair policy not to waste time and energy corresponding with idiot bloggers and Ryanair can confirm that it won’t be happening again. Lunatic bloggers can have the blog sphere all to themselves as our people are far too busy driving down the cost of air travel.1

This was the response from the Ryanair official communications team when it was brought to their attention that a Ryanair employee had engaged a blogger in lengthy discussion and called him ‘an idiot and a liar’.2 In an offline world of telephone calls and letters, customer-to-company and ...

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