Comments for Rob Fenwick

Comment on Association for Cultural Enterprises Annual Convention 2010 by Rob Carr-Archer

Rob Carr-Archer — Tue, 09 Mar 2010 17:55:15 +0000

Rob,

Just catching up with my notes from the ACE event and wanted to thank you again for a great presentation, which I think even the most hung over found incredibly lucid and practical.

Rob CA

Comment on Five reasons to visit Northumberland by Jon Jacob

Jon Jacob — Wed, 03 Mar 2010 08:37:13 +0000

That was a special announcement from the Northumberland Tourist Board. And now, some music.

Comment on Francesco Mazzei launch @ Pizza Express by Steve Jolly

Steve Jolly — Mon, 08 Feb 2010 18:00:30 +0000

Ironically, I went to a Pizza Express on Saturday and had a Quattro Formaggi with extra ham. The lawks.

Comment on Some thoughts on where #Eurostar’s communications went wrong by 4 Flaws To Learn From Eurostar – A Social Media Case Study

4 Flaws To Learn From Eurostar – A Social Media Case Study — Sat, 02 Jan 2010 00:31:13 +0000

[...] problem as opposed to a Social Media problem at BrandRepublic, Digital Stuffing and at Rob Fenwick’s blog, with thanks to Mack Pack for pointing me there with his good summarising post. My aim is to [...]

Comment on Christmas in Northumberland by Rich Watts

Rich Watts — Sun, 27 Dec 2009 11:59:19 +0000

Some lovely photos there, Rob. We have family on my wife’s side in Northumberland (around Slaley and Hexham) and I love going up there to visit. A beautiful, wild county. I’m not sure I could ever permanently live there, but visiting is wonderful.

Hope you’re enjoying the break. Good luck with your new venture in the New Year.

Comment on Some thoughts on where #Eurostar’s communications went wrong by Rich Baker - Digital Engagement

Rich Baker - Digital Engagement — Thu, 24 Dec 2009 11:01:36 +0000

Great post Rob. I was responsible for setting up the Virgin Trains twitter account in my time there, and whilst I couldn’t respond every single time, I did demonstrate effective use of the medium to inform and reassure customers. BTW – totally agree with your point about the video too!

Comment on Some thoughts on where #Eurostar’s communications went wrong by Scott Gould

Scott Gould — Wed, 23 Dec 2009 12:03:19 +0000

Rob,

A very good deconstruction of the situation which I’ve linked too. I completely agree that is a problem with their communications infrastructure, and is a stern warning to everyone else.

Comment on Some thoughts on where #Eurostar’s communications went wrong by Anthony McLean

Anthony McLean — Tue, 22 Dec 2009 00:37:15 +0000

Eurostar was NOT BLIND-SIDED here.
14 months ago, they faced identical Communications/Crisis management/ PR challenges following the chunnel fire.
Bottom Line : They failed to react and ignored those lessons.
This is the price that must be paid.

Comment on Some thoughts on where #Eurostar’s communications went wrong by Eurostar Cancels A Few Trains... Calm Down World!

Eurostar Cancels A Few Trains... Calm Down World! — Mon, 21 Dec 2009 19:14:28 +0000

I completely agree with this article. It IS completely random. JEEZ, Twitterfreaks, not everyone has an account, and is further so addicted they need to check it before calling their friends or family.

Let’s not forget that earlier on this year Eurostar services were the only ones that WERE running. And it’s a good thing the trains cut out on the ground, unlike the air travel services which are equally affected by the weather! I know for a fact that they’ve already started modifications on the Eurostar shields and are due to resume service as soon as today or tomorrow.

Comment on Some thoughts on where #Eurostar’s communications went wrong by Anders

Anders — Mon, 21 Dec 2009 13:56:06 +0000

This Eurostar incident reminds me of my time at Midland Mainline (MML) when we had our “nine hour journey from hell” from London to Nottingham: http://www.telegraph.co.uk/news/uknews/1376146/Passengers-vent-their-fury-after-2hr-train-ride-takes-all-night.html

Train companies often have really good comms teams, but for some reason when a real disaster strikes it just collapses as operations issues overtake comms. In the MML incident the issue there was frontline staff on train not knowing what was going on and no one thinking that in these circumstances you should do whatever you can to put it right for the customer, rather than following what would be the normal procedures.

As Richard Brown is a former MD of MML (although not at the time of this incident), maybe there’s a pattern emerging here though