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You have to say “I’m Sorry” more than once

The latest TSA story igniting the social space…a nursing mom was forced to use her breast pump in a public restroom in order to get though airport security.  According to news reports, the TSA official wasn’t convinced that the 38-year-old school vice principal with her nine month old daughter in tow was carrying a real breast pump.  “It really confuses me as to how an empty breast pump and cooler pack are a threat to national security and 20 minutes later, with milk, they no longer pose a threat to national security,” the outraged mom said.

The TSA offered up a public statement with an apology   Other than that statement, is the TSA being proactive in social media? Are they using their social communications channels, (Twitter, Facebook, blogs, etc.) to say they’re sorry?  Should they on this incident or others?  Are they reaching out to the public by posting on the blogs and online publications with the same message?  As of this writing, we haven’t seen it.  At CommCore, we tell our clients you should go where the people are “talking” and engage in their language, not corporate-speak.  At the very least, you need to monitor what your customers and stakeholders are saying  The TSA would definitely receive negative comments if they started engaging, but they might also get points for sincerity.

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