United Breaks Guitars

In class we watched the "United Breaks Guitars" video and I was surprised to find that I had never seen it or heard of it before.  If you don't already know the video went viral in 2009 (and I posted it at the bottom of the page) and the "Real-Time" book uses it as a great example for how companies big or small need to be ready to respond to media while it is happening.  No matter what company you are you won't always have a week to decide how you are going to respond to allegations about your company...sometimes you don't even have a day.  Thinking on your feet has become such a critical part of public relations.

The most interesting part of this whole situation for me is that United never thought it would be a good idea to respond publicly to these videos.  I realize that some of these concepts and ideas are new to dealing with the public and no company never wants to admit that they have done something wrong but there comes a point when not saying anything is much worse.  I think that when the views for the YouTube video began to skyrocket someone at United should have decided it was better to do something about it.

The second thing I found fascinating was how fast the video received so many hits.  I guess even now in the world of technology it is still so amazing to me how quickly word can spread about a video.  But it never fails to happen.  One friend tells me about something and before I know it everyone is watching the same thing.  So this concept is exciting to me if there is something I want to get out there in the world because the little people have a chance but frightens me big time when I think about this happening to my future company I work for! At least I'll know what to do when the situation comes up!