Two fingers to social media from defiant Ryanair

I was amused to read that the incoming head of comms at Ryanair (forgive the oxymoron) has “deliberately” ruled out a social media strategy.

New boy Robin Kiely (left) tells us – apparently without irony – that such an initiative “would not be helpful” to Ryanair as “we would have so many people looking for a response.” A dedicated Facebook account, for instance, would probably mean “hiring two more people to sit on Facebook all day.”

Just two, Robin? Surely a legion would not be enough to handle the sycophantic email that would inundate your site.

As an afterthought, Kiely mentions that customers of Ryanair are, in any case, handsomely provided for by the budget airline’s ‘customer care line’. Has anyone ever managed to find a living being on the other end of this, without being put through the ether for half an hour? Just checking.

Social media is, as you can imagine, heavily populated with accounts trading on the Ryanair brand, few of them complimentary. A quick trawl revealed an official PR Twitter account which has been defunct since August. By contrast, one altogether busier account, on Facebook, is that of the RyanairPilotGroup. It’s replete with commentary on alleged infractions of European working regulations, tax evasion and imminent strike action.

A bit worrying really, if these people really are Ryanair pilots…

You know what they say, Robin: journalists, like Nature, abhor a vacuum.

This post first appeared on Stuart Smith’s blog The Politics of Marketing

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About Stuart Smith

Stuart Smith is one of the most incisive and knowledgeable commentators on global marketing. He was a long-time editor of Marketing Week during the period when it was the UK's leading marketing, media and advertising specialist publication. Visit Stuart Smith Blog.
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