Now that the Southwest/Kevin Smith has calmed down a little, I want to take a minute to discuss how Southwest handled it, which was superbly. Let’s look at some core principles of social media and how they played into the Southwest/Silent Bob Showdown of 2010. Transparency Could this situation be any more transparent?  (If you’re a Friends fan, I...

Kevin Smith (more commonly known as Silent Bob) was anything but silent over the weekend after a negative experience on a Southwest flight.  Southwest’s social media staff quickly noticed the frequent Tweets from the comedic actor, and responded with apologies on their Twitter account & blog.  With both parties having over 1 million Twitter...