Opinion: Letters of the Week - Eurostar is learning lessons of Twitter crisis management

Twelve months ago Eurostar was embroiled in a crisis with trains stuck in tunnels and passengers baying for blood. Last month saw queues at St Pancras. It's deja vu.

During its last crisis Eurostar was so inexperienced in the use of social media that the only Twitter handle available for customers was @littlebreak - part of its Little Break Big Difference marketing campaign.

This time is had @Eurostar and @Eurostarcomms and was posting replies to questions, although the main problem was lack of information. In a crisis, social media set the pace whether companies like it or not. Eurostar finally seems to be getting the message, but this time it was too little too late.

Jim Preen, media consultant, Crisis Solutions

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