Airline carrier JetBlue has received attention and accolades for its effective use of social media to foster two-way communication with customers. In this video, JetBlue's head of social media strategy, Morgan Johnston, explains the company's approach
to social media and how it complements other corporate and marketing communication activity. He also shares insights about how the company used social media to manage crisis communications and respond to customers during Hurricane Sandy, when extreme
weather conditions hit the company's northeastern U.S. travel routes hard.