United Breaks Guitars

It's back!

Here's another post about the "United Breaks Guitars" case study.

I know I've written about or mentioned it a few times, but this is a new take, looking at other aspects of United Airlines and this viral video.

First: a quick and informal audit of United Airline's social media.

@United has a conversational and entertaining tone on its social media platforms, specifically Facebook, Instagram and Twitter.


As an example, the brand's recent posts have featured their new first class seats.                                                                                                                                                      
The brand tries to be funny and engaging while explaining how the new seats have been improved, and why these features are important.


United is most active on Twitter but does a good job of cross-posting the same content on Facebook and Instagram as well. 

The major campaign images and posts appear on all three platforms, while extra details and more posts will be seen on Facebook as compared to Instagram, and on Twitter as compared to Facebook.

United also does a pretty good job of listening to their audiences and followers on social media.                                                                                                        

Their responses are not generic or boring but are instead tailored to individuals, with the same caring and fun tone as their posts, and are signed by the team member responding.


They respond to comments, posts, tweets, and mentions, with usually only a few hours delay.

Now: what if this video was made today?

If Dave had flown on United Airlines today and complained about his guitar being mishandled, United would probably respond quickly and tried to help him in any way they could.

United's customer support has obviously come a long way in seven years and provides much better customer service today than they did when this video was created. 

Hopefully, the initial complaint would not be ignored or overlooked so he would not feel driven to create the video at all.

But if he did create this video today, in our digital age, I believe it would have received a different response.

The Hispanic imagery might be considered mildly offensive to some people, but that would not affect its popularity to a big degree, as the internet is filled with various degrees of offensive content that is popular.

No, the big thing that would affect this video's popularity is the fact that there have already been so many viral videos.

This video was revolutionary in its time, becoming essentially the first truly viral video.

But today, it could easily be just another funny video.

YouTube is filled with music videos, comedians, social commentary, and mixtures of all three. So while this video would probably garner some good attention today, it would likely not be a viral sensation.

Important takeaways:

Thinkers: Don't be afraid to try something new. 

You never know when your brain child might become huge and inspire multitudes of people, so don't be afraid to be the first.

Brands: Be ready to respond to anything.

Whether or not you believe claims or complaints, it's important to react quickly with a prepared team and a unified front. Even if you're facing a false claim, little things can have a big impact.



Planning to look at other case studies now,

The Purple Writer

Why should I listen to you?

In general, everyone has something they want to say or communicate.

People tend to think their comments are important, sometimes more important than what other people are saying.

But what's the point of talking if nobody listens?

Here are some simple, yet important, rules to follow when communicating with the people around you, whether face-to-face or through social media.

1. Listen

You need to understand the current thread(s) of conversation before you try to jump in with your own thoughts.




Not sure what to pay attention to when listening to a conversation?


My infographic here may help.



You don't want your contribution to be redundant, unnecessary, or maybe worst of all, a conversation-stopper.



Don't bee that person who keeps talking without having anything to add.




The other members of the audience will be more likely to appreciate your opinions if they seem well thought out and relevant.

2. Engage

Now that you have a good grasp of what the conversation is about, you can share your opinions, right?

Slow down!

You should never blurt out your opinions and then walk away from the conversation. 

To begin with, you spent the time to understand the conversation, so you should be interested in where it goes and what conclusions are arrived at.

Secondly, people will lose respect for you and your opinions if you don't respect them and what they have to say.

Give the other members of the conversation a reason to listen to you by listening to them, processing what they said, and responding thoughtfully.

A little common courtesy goes a long way here.

Let's look at an example: The McWhopper.

Burger King recently wanted to enter the conversation centering around Peace Day, which is the United Nations' declared day of ceasefire and non-violence.

Now, engaging with an event like this can often be costly for companies, especially if their products do not directly relate to the main theme of the event.


However, Burger King wanted to use its large presence to help increase global awareness for Peace Day, and proposed a day of peace between its own brand and the the competing brand of McDonalds.

[ The official proposal and design for the "McWhopper" burger can be seen on this beautiful Tumblr website -> http://mcwhopper.com/ ]

McDonalds turned down Burger King's proposal, and that could have very easily been the end of this campaign.

But Burger King listened to its audiences and where the conversation was going, and realized there was a huge base of support for this idea of peace between competing food brands on Peace Day.

They have since opened the invitation up to all restaurants and brands which are interested in joining the conversation.

Whether a Peace Day burger is created and sold, or remains an idea, Burger King did a great job of spreading awareness of Peace Day and opening the conversation up to more global brands who otherwise may not have even considered taking part.

Communicating is a two-way street.

Remember to listen actively so you understand how to best interact with the conversation, and then stay engaged until the end.


Hungry for a Peace Day Burger,
The Purple Writer