In some high-urgency situations, your company may need to turn to your customers for help and input involving a problem that has affected everyone with stake in the business. The effectiveness of a moment like this can depend entirely on the connections you have already established through online customer services.
While this could be information about a mistake or something less tangible, in Chicago, online media connectivity made it easier for local transit authorities to find information regarding the location of a runaway alligator in the O'Hare airport.
You heard right: according to the Chicago Tribune, an alligator was found unsupervised in the local airport. The source said that officials were able to track down the woman who brought the reptile to the airport, thanks to social media images they were able to find.
That information is being collated with other visual evidence obtained from security cameras. It appears that the person who abandoned the alligator first took it on a local train before leaving it there. The animal was obtained and delivered to the Chicago Herpetological Society for safekeeping.
Instances like this have the potential to bring people together, especially online, if the situation is handled correctly. Consider the potential that the internet, especially on Twitter, has for bringing people together under one umbrella, and how that might be part of a company's strategy for addressing these moments of temporary chaos.
There doesn't need to be an animal on the loose to convince your customers to reach out to you, and they may be more willing to do so if the internet services you offer are sophisticated and capable enough to draw on this.