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JetBlue PilotsWeb 2.0 Technologies
New York-based JetBlue Airways is known for its ticketless travel with all seats assigned and low one-way fares with no overnight stay required. JetBlue was the first U.S. airline to offer its own Customer Bill of Rights, with meaningful and specific compensation for customers inconvenienced by service disruptions within JetBlue’s control. The airline serves over 50 cities with more than 550 flights each day.
JetBlue University is a corporate university responsible for the orientation and training of all the airline’s employees. In January 2008, Murry Christensen, director of Learning Technologies at JetBlue University, initiated a pilot project to evaluate a social network portal for the 200 employees who work as faculty members at the university’s three locations in Orlando, New York, and Salt Lake City. The portal enables them to use Web 2.0 technologies such as wikis and blogs to share best practices on how to train employees. Indeed, JetBlue is creating an entirely new medium for capturing and sharing important company knowledge and information, as well as enhancing collaboration on projects between employees in disparate programs and locations.
One of the driving factors behind the move to the social network portal was the recognitionzthat many communication “misses” occur when employees are left off the distribution list for e-mails. “E-mail is unstructured and ephemeral. With blogs and wikis, you can capture process improvements more visibly,” says Christensen. For example, if the reservations clerk faculty in Salt Lake City try a new training technique that does not work well, the flight crew faculty in Orlando won’t know it flopped unless it is copied in an e-mail message. “We need to turn that implicit knowledge into explicit knowledge,”Christensen says.
If this pilot project proves successful, JetBlue plans to expand the use of the portal across the entire enterprise so that all of the airline’s 12,500 employees can use it to communicate and collaborate on key projects and improve operations.
Christensen adds that the faculty makes a perfect test group because of the nature of its work. Instructors are very open to learning new technologies so that they can keep their training techniques up-to-date. Choosing this test group will come in handy when it comes time to expand because the training faculty can become an advocate for the technology.
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During a pilot project “you want to get a sense of how well it works, but you also want to do it to a relatively receptive audience,” according to Bob Koplowitz, a Forrester research analyst.
The software behind the portal comes from Awareness, Inc., and costs $50,000 per year. The costs will increase if the pilot project expands or if additional capabilities are added. Christensen has involved the IT organization to ensure that the portal is fully compliant and is capable of providing an appropriate level of security and privacy.
1. What other Web 2.0 technologies should JetBlue consider investigating for potential use in JetBlue University?
2. How could JetBlue determine if the pilot project was successful? Is there any data that could be captured to demonstrate measurable improvements in training due to the use of Web 2.0 technologies? 3. If the pilot project proves successful, how might JetBlue continue the expansion of the use of Web 2.0 technologies to other areas of the business? What area of the business do you think would be a good candidate for further expansion?
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