Manage expectations and perception of business through improved communication

The recent eruption of the volcano on Iceland has had a large impact on the aviation industry, but also transport by road, rail and sea as people try to find alternatives to flying while airlines were grounded. There have been reports of poor communication with passengers, for which both airlines and airports have been guilty. The confusion and anxiety caused by the grounding of flights could have been mitigated to some degree through better communication with passengers.

I read an interesting blog, admittedly from one of our partners, on the use of notification software to help improve communication during such incidents and improve customer service and the perception of the airlines. Their blog can be found at http://matthesderdack.blogspot.com/2010/04/volcano-ash-caused-information-chaos.html.

One way of communicating quickly and efficiently with a large number of mobile users can be found at http://www.hslsms.com/solutions/alertbroadcast/. This service is often used in parallel with HSL's WebSMS solution (http://www.hslsms.com/solutions/websms/)