Complaining Web2.0 Style

Back in 2008, the band Sons of Maxwell were on their way to Nebraska for the start of a one-week tour. They were flying via Chicago's O'Hare airport and while sitting on the runway waiting to depart O'Hare a number of people on the plane commented that the United Airlines baggage handlers were throwing around a guitar. Dave Carroll, lead singer of Sons of Maxwell realised that it was his own Taylor guitar. Dave would later discover that the handlers had caused $3500 worth of damage.

United Airlines didn't deny what had happened but for the next 9 months Dave got passed from employee to employee, each of whom just failed to take any responsibility for dealing with the damage. Dave was finally told that United Airlines would offered the singer a $1,200 flight voucher to cover the costs for his guitar repair, as he had not followed the correct complaints procedure.

Feeling that there was nothing that Dave could do, he told the last person who gave him this news that he planned on writing and producing 3 songs about the experience. He also promised to create videos for each song that would be posted online for everyone to see. Below is Sons of Maxwell's first of these songs, simply titled 'United: Song 1'. The second song, 'United: Song 2' has been written and the video production is currently under way.The third song will follow soon.

'United: Song 1' was posted on YouTube 5 days ago on the 6th of July. In that short space of time the video has already received over 2 million views.

In light of this, United Airlines was forced to apologise to Dave and the band. The airline issued a statement via Twitter, saying: "This has struck a chord [with] us and we've contacted him directly to make it right."

In true internet brilliance, the 'United: Song 1' video now ranks number 2 in Google for searches on "United Airlines" and number 4 for searches on "Taylor guitar".

You can follow Dave on Twitter and read the full story of what happened on Dave's website.

Office 2010: The Movie

In the lead up to the release of Microsoft's Office 2010, their marketing campaign has gone into full swing with the unveiling of a campaign microsite (with blog), YouTube channel and newly created video content, including the below 'spoof' movie trailer.

As a whole the campaign doesn't strike me as being particularly innovative or well thought out. The blog is flat and technical. Site navigation is sticky and clumsy. For a product that must have millions at its disposal, Microsoft have failed to do anything special here. The video content sits in isolation with no other attempt made to draw viewers in. No ARG, no onsite treasure hunt, no supporting channels at all - at least none that are being used to any effect. The site does offer 'Share Links' and a link to the products Facebook page, where you can become a fan. But why would you?

The Facebook page currently has just under five and a half thousand fans, and offers such great status updates as, "New work out -- please spread the word!"

Unsurprisingly, that particular update is met with responses such as "what new work???" and "f?ck you". The fact that this hasn't been removed is further indication of a lack of commitment and moderation.

Still, perhaps I'm being too critical? The video does have high production value.

The Moscow Mule

A Moscow Mule is a cocktail made with Smirnoff Vodka, ginger Ale, and lime. Served in a high ball glass with 4 or 5 cubes of ice. Garnish can consist of a sprig of mint (for decoration not flavour) but usually the drink is only served with a swizzle stick. The name gets its origins from the classic combination of Russian vodka, Lime and the intense flavour of ginger beer, which first served in a brass tumbler baring the emblem of a kicking mule (Hollywood circa 1941). The drink was invented by John Martin. The story goes...

In 1941 when the first carload of Jack Morgan's Cock 'n' Bull ginger beer arrived in New York. 3 friends were in the Chatham bar (Jack Morgan, owner of Cock 'n' Bull Restaurant, John Martin, president of G.F. Heublein Brothers Inc., and the third was Rudolph Kunett, president of the Pierre Smirnoff). Jack Morgan is quoted as saying, "We three were quaffing a slug, nibbling an hors d'oeuvre and shoving toward inventive genius". Martin and Kunett came up with the plan that vodka and ginger beer with a squeeze of a lime, over ice, would make a suitable nightcap. The concoction was made. Glasses were raised. The men drank., Several drinks later, the Moscow Mule was born.

Thanks to the good people at Smirnoff, and with help from Suzanne in WHPR, my eyes were opened yesterday evening to this fabulous drink. I was lucky enough to be invited to an excellent evening of entertainment and education, learning the history and heritage of the Moscow Mule while watching a skilled performer, dazzle me with his juggling and balance. Hosted in Pygmalion, a blogger event was held to usher in the return of this rather tasty beverage, bringing together a number of Social Media types (you know who you are!).

The official, media, launch is next Thursday (17th July) and, from all accounts, should be a fantastic follow up to last night. Stay tuned for photos and videos of last night (pending them coming off my phone) and a follow up next week, for the official launch.

Heineken's New Walking Fridge

First there was Heineken's 'Walk-in Fridge', then there was the home made version of 'Walk-in Fridge' and finally the 'Walking Fridge'.

So what next?

To follow up these three hilarious ads, Heineken decided to get a real UGC version. So in partnership with Brandfighters, Heineken created a viral video contest and asked for submissions of ads featuring the mini fridge. On Tuesday the winner was announced...

All Things Digital iPhone App

Although the Wall Street journal already has an iPhone app, the recent All Things Digital D7 conference saw ATD launch a dedicated iPhone app of its own. The new app offers a distinct advantage over the WSJ version through deeper content and a free download. The ATD app delivers the same articles as the WSJ app, but also dedicated video and the ability to share content on Twitter and Facebook.

Features on the ATD app include:

• Daily columns, blogs and video
• Product reviews and analysis
• Breaking Silicon Valley news
• Galleries of D conference videos and photos
• Post links directly to Twitter
• Share on Facebook
• Email blogs and video links
• Walt Mossberg’s Personal Technology, Mossberg’s Mailbox and Mossblog
• Kara Swisher’s BoomTown
• John Paczkowski’s Digital Daily
• Peter Kafka’s MediaMemo
• Katherine Boehret’s Mossberg Solution
• Voices links to compelling stories from around the Web

The app is available free from the iPhone App Store here.

The Journal has introduced a host of offerings in the last year and has experimented with a number of different revenue models, so the move to release a free app, offering emhanced content, may seem odd. The WSJ is one of the few online publications that currently charges for its content (over $100 a year), but WSJ owner News Corp. is clearly creating a future market with this free offering. So while the app is currently free, logic would dictate that this will not continue. Once the app reaches a tipping point, introduction of a charge system will put people in the position of paying for convenience, rather then content. A cost that current trends would indicate they are more then willing to take.