A good new article details how U.S airline South West uses social media tools in its PR work: from employee-writen blogs to Twitter accounts, podcasts, video and a social networking site.
Each tool is overseen by a single team member and is geared to reach a slightly different audience.
South West recommends keeping social media channels distinct. It has used its employee-written blogs to look at issues, Twitter to break or tease news (South West also uses it to share photos, highlight competitions and job opportunities) and its Facebook account to highlight promotional events.
The article says that the airline’s Flickr group pool is for customers interested in posting or viewing photos of trips on the airline; the YouTube channel is for people wanting information about destinations or South West trivia; and South West’s Facebook fan site is for people wanting to know about airline-related events and news.
(Better read the article promptly! The guys at Ragan, who have published this article, only leave things up for a few days. You can register on their site, though, to read all their back copies. It’s well worth the effort to register.)