Southwest AirlinesCommunications

Ryan Taylor, Todd Rosenhagen, Dan Norton, & Wes Messing

Group 7:

“God gave us two ears and one mouth,” CEO Gary Kelly said, noting that communication is

largely about listening. “Leaders need to know when to listen and

respond.”

Presentation Matters…

• Gets Point Across

• Stirs Conversation– Stimulates Learning

Through Dialogue– Increases

Understanding

Individuals Make the Difference

• Southwest Informs Employees at all Levels

• Need Information to Effectively Perform

• Each Employee Influences Customer Service

LUVLines• Another way Southwest disseminates information throughout their company is through its corporate newsletter “LUVLines.”• Because a company newsletter alone cant create a learning environment, Southwest created LUVLines as a powerful and effective way for creating knowledge throughout the company• In addition to featured topics, LUVLines includes several sections throughout the newsletter such as “The Learning Edge,” “Scenarios,” “Industry News,” and “Milestones.”

What Are These Sections?

• “The Learning Edge”– The Learning Edge is a segment that appears frequently in

the newsletter written by the people department and provides employees with new ideas and insights that will help them do their jobs better.

• “Scenarios”– This part of the newsletter presents “real life” Southwest

stories from which employees can learn. Generally these “scenarios” come in the form of short case studies.

• “Milestones”– LUVLines highlights the previous years milestones or goals

the company has achieved.

We don’t fly around tough times, How about you?

Southwest posed this question in one of their new commercials. The new commercials are made to tell people to get over the recession and to not stop flying because of it. The tagline “Grab your bag. Get on.” is also featured in the commercial. The new campaign is aimed at a less humorous commercial without any real punch lines, and are opting for a more sober way of saying to get over the last year and move on.

In the past, Southwest Airlines has promoted its company in different ways. • Remember What It Was Like Before Southwest

Airlines? You Didn't Have Hostesses in Hotpants. Remember?

• Remember What It Was Like Before There Was Somebody Else Up There Who Loved You?

• 32,000 Employee Pledge

Customer Communication

No Delays in Customer ServiceTiming is EverythingExceeding Customer Demand

Varolii Communication

• Flight Cancellations– Gate Changes– Flight Delays

• Keeping contact with Flight Team• Help Southwest maintain strong customer

relationship