What happens when you combine a record snowfall at the airport and holiday travel? A little bit a chaos. Add snowfall up and down the West Coast and a blizzard moving across the Midwest and you’ve got delays splashed across every notification board. John and I were heading to Iowa on December 19th, the day of the biggest snow storm this season, and we were pasted to Twitter looking at notifications from Vancouver International Airport (“YVR”) and our airline.
Now that the dust has settled, I asked Alisa Gloag, Senior Communications Specialist at YVR Airport how they planned for days like that and how they were able to manage all of the voices coming through, from operations notices to agitated travelers and frustrated 140-character messages on Twitter.
“We knew Vancouver’s first snow fall was going to be busy for our Communications team between mainstream media and social media, but I’m not sure anyone anticipated just how busy social would be!”
Alisa said that last month’s snow storm on the 19th was the single busiest day they’ve had since they joined Twitter in 2008. “We wanted to make sure everyone who got in touch with us we responded to – even if they were frustrated and upset with the weather delays.”
“We had a solid plan ahead of time with some important messages ready like reminding people to plan ahead, check their flight status and leave extra time.”
Having a social media plan in place (for every day communications, not just emergencies) was the best way for them to prepare for the avalanche of messages. “We do have a comprehensive social media strategy and plan for YVR that we review and adjust to meet with the evolving nature of social media. The main focus of the plan is pretty simple: we work to care for every customer, whether they are online using social platforms or are in our terminal buildings. We want to make sure travellers have a great airport experience at YVR and responding to our customers in whatever way they engage with us – Twitter, Facebook, email, in person – helps us achieve this.”
On the 19th alone, the @YVRAirport handle was mentioned 116 times and they gained 80 followers, the biggest jump in their numbers to date. “We monitor our mentions and a number of key words primarily using HootSuite in combination with other monitoring tools like Google Alerts and Media Miser.”
They don’t just track “YVRAirport” they also take it a step further and monitor social networks for “YVR” to make sure they capture all mentions that might apply to them. I recall looking through some of the incoming messages for the airport’s Twitter by doing a quick Twitter search. Colourful language, obvious frustration, and less-than-complimentary adjectives were interspersed with questions, comments, and general concerns that were looking for responses. Each and every one of these updates was viewed by the YVR communications team.
“In the case of last month’s snow storm, trying to get information to passengers in the terminal, as well as responding to each tweet, certainly made for a busy day! But we knew that the first winter weather would attract a lot of attention so we had a game plan ready with available resources ready if needed.” Alisa said that they sent out their first tweet at 6:30am and made the commitment to update their followers every 30 minutes. They brought in extra team members in the afternoon to make sure they didn’t miss a single reply. “I’m extremely fortunate to work with fantastic people here at the airport, which makes all the difference when you have a number of comments (and not always positive ones!) all coming in at once.”
It’s definitely a team effort. From media relations and communications to the operations department who ensures that Alisa and her colleagues are are getting the most accurate and timely information out to their customers. “We’re committed to open, honest and timely communications across all channels. On social media platforms, that means responding to every tweet we receive in a timely manner.”
Recognized internationally for its services, features, operations, artwork, amenities, and accessibility, perhaps now you can add social media management to YVR Airport’s list of qualities.
Follow them on Twitter, Facebook, and the YVR Connections Blog for more information.
Racing across my Twitter streams this afternoon was the news that the Waldorf Hotel in East Vancouver was closing its doors and soon a link to the official press release appeared:
East Vancouver’s cultural institution the Waldorf Hotel has been sold to real estate development company forcing imminent closure:
…In early January 2013, Anselmi and Gomez were informed that the complex had been sold to the Solterra Group of Companies, a condominium developer. “Solterra were unwilling to sit down and discuss negotiating long-term lease possibilities. We were offered a week-to-week lease until September 2013, when the property must be delivered vacant. We obviously can’t move forward under these conditions as our business requires commitments to artists, organizations and entertainers months in advance,” Anselmi explains. He then adds: “This has cost 60 people their jobs. This has destroyed our business.
…”The irony that the Waldorf was taken over by a condo developer in the very area we helped reinvigorate is obvious to anyone. The Waldorf filled a void. People responded because they needed it. We tried to stand for something authentic and real in a city with thousands of empty condominiums and a community starved for cultural spaces,” says Anselmi. [Read the full press release online]
Dubbed a “Cultural Oasis in the middle of nowhere” by the Globe and Mail, the Waldorf has hosted community events such as the Cheaper Show, the East Side Culture Crawl, the New Forms Festival, the Polaris Music Prize, the Presentation House Gallery, the PuSh International Performing Arts Festival, the TD Vancouver International Jazz Festival, the Vancouver Art Gallery, and the Vancouver International Film Festival.
Back in 2010 I profiled the re-opening of the hotel due to its historical significance at one time being one of North America’s top tiki lounges in the 1950s.
“The Waldorf Hotel, designed in 1947 by architects Mercer & Mercer, was remarkable from the beginning for its modernist style. In 1955, capitalizing on an emerging interest in Polynesian culture, the complex was transformed into one of North America’s most renowned tiki themed bars and hotels. A post-war phenomenon, tiki culture was rooted partially in the nostalgic tropical memories of returned soldiers but also in the erotic fantasies of a middle class fascinated by the exotic and forbidden. The original architects reworked existing interiors, creating a space dedicated to artifice and escapism.” [Waldorf History]
According to Heritage Vancouver (who did a search at the time this post was written) the Waldorf and the Waldorf Tiki Bar are not protected or listed on the City’s heritage register.
Photo credit:
kk+ on Flickr
Losing a historic landmark and such a hub for the community will be quite a blow. Perhaps the story is still unfolding and there will be more developments but for now Vancouver is already mourning the Waldorf. The keys will be handed over on January 20th.
Update: Already something coming out of City Hall as Mayor Gregor issued a statement that includes: “The site at 1489 East Hastings is currently zoned for mixed-use commercial purposes, not residential development. Any change in zoning would require extensive neighbourhood consultation and approval by City Council.”
Update: You can sign an online petition to save the Waldorf.
Update: January 10, 2013: I received a press release by email with a statement from Gerry Nichele, CEO of Solterra Group: “It will be a while before we take possession of the property, and right now the Puharich family is still responsible for the ongoing operations of the hotel. We have an open mind about the future of this site and we are studying all the options. I can say that at this point we certainly have no intention of demolishing the Waldorf Hotel. We want to work with the City to explore possible ways to retain and improve the hotel.”
Update January 13, 2013: There is a Love-In at the Waldorf Hotel TODAY starting at 2:00pm. Food cart festival, press conference, family-friendly.
Vancouver has a wide selection of public art that is supported by various city or government branches, organizations, or private supporters. A few pieces that were installed around town during the Vancouver Biennale art campaign have since stayed on as legacy works. One of which is 217.5 Arc x 13′ by Bernar Venet of France, which is most commonly known as the “metal ribs at the beach”.
With its rusty metal arcs placed on the beach with soft ocean, mountain, and sunset-painted backgrounds the piece is frequently photographed — making it today’s Vancouver Icon photo feature:
From Vancouver Biennale: “Venet illustrates the beauty, balance and plasticity of raw steel in his artistically mathematical manipulations of this industrial material. Nature, the universe, and life are all interconnected and explainable mathematically according to Venet. 217.5 X 13′ was acquired by the Vancouver Biennale as a Legacy work at the conclusion of the 2005-2007 Biennale.”
Other Vancouver Icons posts include: Canoe Bridge, Vancouver Block, Bloedel Conservatory, Centennial Rocket, Canada Place, Old Courthouse/Vancouver Art Gallery, Dominion Building, Science World, Gastown Steam Clock, SFU Burnaby, Commodore Lanes, Siwash Rock, Kitsilano Pool, White Rock Pier, Main Post Office, Planetarium Building, Lord Stanley Statue, Vancouver Library Central Branch, Victory Square, Digital Orca, The Crab Sculpture, Girl in Wetsuit, The Sun Tower, The Hotel Vancouver, The Gassy Jack Statue, The Marine Building, and The Angel of Victory. Should you have a suggestion for the Vancouver Icons series please feel free to leave a note in the comments. It should be a thing, statue, or place that is very visible and recognizable to the public.
Major League Soccer and the Vancouver Whitecaps FC released their season schedule this morning after previously announcing that our opening game at home would be against Toronto FC on March 2nd.
John and I jumped into being season ticket holders last year and renewed last October after discovering just how great the Whitecaps supporter experience can be. As good card-carrying members of the Southsiders we also took our first team roadtrip to LA when the Whitecaps became the first Canadian team to ever make the MLS playoffs.
To say we’re a little excited about the upcoming season is an understatement. Here are some games we’re looking forward to:
Saturday, March 2, 2013 at home vs Toronto FC (a nice Canadian rivalry)
Date TBD in April away vs Edmonton FC (for the Canadian Championship)
Wednesday, May 1, 2013 at home vc Edmonton FC (for the Canadian Championship)
Saturday, May 11, 2013 at home vs LA Galaxy (our first meeting since the playoffs)
Saturday, May 18, 2013 at home vs Portland (nice Cascadia rivalry)
Saturday, July 6, 2013 home vs Seattle (NBC Sports has already picked up this match)
Saturday, July 27, 2013 home vs Philadelphia (the return of Sebastian Le Toux to Vancouver)
Sunday, September 29, 2013 away vs Montreal (we’ll see how their 2nd MLS season goes)
Download the full PDF schedule here.
Bring the kids to Terry Fox Plaza before the game where there are activities, radio station setups, and player autograph sessions. If you’re looking for pure atmosphere, come out to a Seattle or Portland game when hundreds of their supporters pack on buses and join us at BC Place. They cheer, chant and sing but we definitely hold our own as the fast-paced action on the field takes place.
For a few quick and easy away trips Salt Lake City and LA are good options. The flights are around 2 hours, I hear the stadium in Salt Lake City (May 4) is beautiful and in LA you can catch Chivas (March 30) or the Galaxy (July 20) who both play at the Home Depot Center in Orange County.
On Twitter, follow @WhitecapsFC (all the time) and @WhitecapsMatch (on match days) for more information.
Nominations are now open for the 2013 YWCA Women of Distinction Awards in Vancouver. This is the 30th anniversary of the awards which celebrate women in various fields who have inspired, educated, and paved the way for future generations.
Since 1984, the awards have paid tribute to 374 outstanding women and organizations. You can nominate a deserving woman in any of the following categories: Arts, Culture & Design; Business & the Professions; Community Building; Education, Training & Development; Entrepreneurship; Environmental Sustainability; Health, Wellness & Active Living; Non-Profit & Public Service; Technology and Science Research; and Young Woman of Distinction.
The nomination period ends Friday, March 8, 2013 at 12:00pm. The 30th annual YWCA Women of Distinction Awards ceremony will take place on May 28th, 2013 at the Westin Bayshore in Vancouver. There is a reception, gala dinner, silent auction, and awards ceremony.
Follow the YWCA of Vancouver on Facebook and Twitter for more information. Miss604 is a proud social media sponsor of this event for the 4th year.
YWCA Metro Vancouver is dedicated to achieving women’s equality. Their mission is to touch lives and build better futures for women and their families through advocacy and integrated services that foster economic independence, wellness and equal opportunities.
![217.5º Arc x13 detail [Explored: July 26, 2012]](https://farm9.staticflickr.com/8145/7652435246_a14884b07b_z.jpg)
