A friend of mine who works at a major Airport Operator and Air Navigation service provider that control more than 2 million traffics per year told me that, because ITC senior management considers Twitter as a social-network, he haven't had access to Twitter from his computer during the volcano crisis, not only he but the whole company staff.
Microfeedback is gaining real momentum. In fact,a study by Corporate Leadership Council (CLC) found that frequent, fair and accurate informal feedback could impact individual performance by 39%.
Twitter is a tool that enables to gather instantaneous feedback and the same time is becoming a mainstream tool for multiple generations- in fact, a survey by comScore found that 45-54 year old are the top demographic group for using Twitter.
If you don't think this, go, ask stranded crews, airports and desperate passengers that Aurelie Valtat - the editor of the Eurocontrol website - gave useful information regarding the opening and closing of air space using Twitter as a tool. Her help was key in the middle of the air crisis by the ash cloud from the volcano in Iceland.
After the experience of the crisis, Eurocontrol plans to use more social networks, also to report on the "Single European Sky" and the new role with more responsibilities, which could have the agency as traffic manager.
Despite the despondency and turbulence, she was able to focus on big goals and achieve them. Thank you very much Aurelie.!
P.S: Eurocontrol established in December its Twitter account, as well as the YouTube and Facebook ones, because considered them to be a fundamental tool for the information dissemination in moment of crisis.
