Aviation Social Media and E-Service, designed for aviation professionals, marketers, customer service agents, and digital transformation teams working in airlines, airports, or aviation service providers.

📱✈️ Aviation Social Media and E-Service – Course Outline

Module 1: Introduction to Digital Transformation in Aviation

• Evolution of digital services in the aviation industry

• The role of social media and e-service in aviation operations

• Case studies: digital pioneers in the airline industry

• Customer expectations in a connected world

Module 2: Fundamentals of Social Media in Aviation

• Major platforms: Facebook, Instagram, X (Twitter), LinkedIn, TikTok, YouTube

• Target audiences: travelers, aviation professionals, influencers

• Airline and airport branding through social media

• Creating a consistent digital voice and identity

Module 3: Content Creation and Management

• Types of content: promotional, informational, crisis-related

• Real-time updates (delays, disruptions, weather alerts)

• Visual storytelling and video content for aviation brands

• Social media calendars and scheduling tools

Module 4: Customer Service through Social Media

• Social media as a customer support tool

• Responding to inquiries, complaints, and feedback

• Crisis communication and issue resolution

• Tone, empathy, and response time best practices

Module 5: E-Service Technologies in Aviation

• Airline apps, kiosks, and automated check-in

• Mobile boarding passes and e-tickets

• Baggage tracking apps and in-flight Wi-Fi services

• Integration of AI chatbots and self-service portals

Module 6: Analytics and Performance Metrics

• Measuring social media ROI: engagement, reach, conversions

• KPIs for digital aviation services (e.g., NPS, CSAT, churn rate)

• Use of analytics tools (Google Analytics, Sprout Social, Hootsuite)

• Data-driven decision-making in digital strategy

Module 7: Cybersecurity and Data Protection

• Risks in online engagement and digital platforms

• Protecting customer data and privacy (GDPR, CCPA compliance)

• Preventing phishing and impersonation on social media

• Secure handling of online transactions and customer information

Module 8: Crisis Management and Reputation Control

• Managing viral incidents, PR crises, and negative reviews

• Real-time crisis response strategies

• Internal escalation protocols and social media guidelines

• Case studies: best and worst practices from major airlines

Module 9: Future Trends in Aviation E-Service

• AI-driven personalization and predictive services

• Voice-activated customer support (e.g., Alexa, Google Assistant)

• Virtual and Augmented Reality in aviation marketing

• The role of the metaverse and immersive travel experiences

Module 10: Capstone Project or Simulation

• Develop a social media campaign for an airline/airport

• Design an e-service improvement proposal (app upgrade, chatbot, etc.)

• Simulate responding to a live issue via social media

• Final presentation and peer review

Deliverables:

• Social media content plan and templates

• Case study analysis and discussion

• Certificate of completion or academic credit (if accredited)