Johnnie Moore

United Channel 9

Johnnie Moore

Johnnie Moore

I’m Johnnie Moore, and I help people work better together

I flew back from New York on United on Monday. I’ve done this trip with them 3 times this year and it seems to work out well. For one thing their flights don’t seem to get that full, whilst the BA trips from the same terminal look as if they are thronged. I get checked in and through security really quickly at JFK so it’s all quite painless.

This time, there was fog at Heathrow and we ended up having to divert to Cardiff to get more fuel… where refuelling ended up taking over 2 hours. On the face of it, this could easily have been a bad experience in which I suppose I could have sat there thinking of ways to blame United. What redeemed it for me was United’s Channel 9, which lets you listen to the cockpit’s conversations with Air Traffic control. This is a feature which is, I think, unique to United.

Now ATC calls tend to follow a highly disciplined pattern, designed to keep them short and functional. But of course, little bits of human conversation and humour periodically slip in. And there was quite a bit of banter going on around the whole fog diversion experience, which we where sharing with several other planes making the same diversion.

So during the Cardiff diversion, I was able to hear the inside story, including the Captain’s patient if slightly frustrated efforts to get the fuel truck to pay attention to us. So instead of relying on the somewhat stilted cabin announcements, I felt I knew what was really going on. And feeling like you’re getting the truth makes a really big difference.

What United need to do is capture the openness of Channel 9 and get some of that spirit into its cabin announcements, which are very scripted and feel quite at odds with what I hear on the channel. And as a relatively frequent flyer this year, that scripting really starts to grate.

In fact, they could take the Channel 9 ethos and spread it through all their marketing. I guess that its recent problems have put United on the defensive, and I often feel there’s an unreality to much of their marketing generally.

But Channel 9 points to a different way of going about things… and they should get more of that into their marketing. Blogging would be an obvious next step.

Share Post

More Posts

No comment

The value of not always saying something helpful

Beyond writing

Writing stuff down can easily remove us from practical reality and suppress our intuition

Waterfalls and chaos

I linked to this paper on wicked problems the other day and Chris Corrigan commented “there’s a lot in that paper eh?”. Which is true.

Inauthentic marketing: case study

An example of inauthentic direct mail, from Lincoln Financial Group. The elements that eat away at the credibility of the sender and the effect on this reader.

Blogging for Ourhouse

Welcome to the Ourhouse Weblog. Blogging is something I’ve become increasingly interested in. Earlier this month I set up the Beyond Branding Blog which is

Passion branding

Passion brands bring people together based on common interests and excitements. I’m particularly interested in ones created from the bottom up, as opposed to driven by producers concerned mainly with profit.

Medinge Moments

Just back from another extraordinary gathering at Medinge where the community that has produced Beyond Branding meets each summer. I was planning to keep this

More Updates

Emotional debt

Releasing the hidden costs of pent up frustrations

Aliveness

Finding the aliveness below the surface of stuck

Johnnie Moore

links for 2011-09-11

Mind the Gap « Innovation Leadership Network Tim Kastelle suggests that "innovation" can be a threatening idea for lots of people. It's worth thinking about the language we use in

Johnnie Moore

Blowfly blog

Liam Mulhall co-founder of Australia’s Blowfly Beer (interviewed in this podcast last month), has just started blogging. In the podcast, he said mostly the big brewers had not seen him

Johnnie Moore

The hallways of learning

Nancy Dixon has a fascinating post about working with researchers who were getting a new work environment designed to foster casual conversation and collaboration. Basically their new cubes were going

Johnnie Moore

Improv Conference/Visting New York

Over at Applied Improv Network I’ve posted the planned programme for our Conference in New York, September 29-October 2. It should be a really good event combining some pre-prepared presentations