Here we are Michael O'Leary, your first question:The customer is always...a) right b) an inconvenience c) the enemyWhen future editions of marketing textbooks are being produced, researchers hunting for case studies to illustrate poor reputation and bad customer service will look no further than Ryanair. Boss Michael O'Leary has provided a masterclass this week in how not to treat customers.
Now I'm sure as you sit at the Cabinet table and look around at some of your colleagues, that might seem hard to believe. But bear with me. If The Wizard of Oz (no, not you Lynton) were set in modern times it's very unlikely the Tin Man would have ever found a heart. Certainly if he were on the organ donor register he would have found himself on a waiting list longer than the yellow brick road. In Britain three people die every day waiting for an organ transplant.
Despite months of campaigning, the result of the European Referendum in favour of Leave still caught most of the nation by surprise, including many of the politicians in power. Below, Trinity Mirror's editor-in-chief Lloyd Embley, whose papers backed Remain, shares his diary from the week leading up to the result and offers some insights into the reporting of the result, its built up and the aftermath.
Muck Rack makes it simple to find people, tweets, or articles that mention any name, keyword, company, hashtag etc. We've compiled this guide to help you make the most of your search.
Selecting a term
Start searching tweets, articles from media outlets, articles mentioned in tweets, journalists'
names, titles and bios with some suggested searches:
Companies or Topics (e.g. iPhone, Microsoft)
Phrases (e.g. "cloud computing") — use quotes to keep the terms together
Twitter handles (e.g. @username) — returns those who have mentioned or replied to
Names (e.g. "David Pogue")
Hashtags (e.g. #sxsw, #london2012)
Bio details (e.g. vegan, Olympics, father)
Muck Rack's Advanced Search allows for many boolean operators.
Find results that mention multiple specified terms, use AND or
+. For example, ensure each result contains both Elon Musk and Mark Zuckerberg by
searching Musk AND Zuckerberg or Musk + Zuckerberg.
Use the operators OR or , to broaden your search when you'd like either of
multiple terms to appear in results. (This is the default behavior of our search when no operators
are used). For example, results will contain either cake or cookie by searching cake OR cookie or cake,cookie
Use NOT or - to subtract results from your search. For
example, searching Disney will yield results about the Walt Disney Company as well as Walt Disney
World Resort. To exclude mentions of Disney World, search for Disney -World or Disney
When using one of these operators with a phrase, enclose it in quotation marks. For example, you can
find results about smartphones excluding Apple's iPhone 4S by searching smartphone -"iPhone
Exact case matching or punctuation
If you're searching for a brand name or keyword that relies on specific punctuation marks or capitalization, you can
find results that match your exact query by adding matchcase: before the keyword you're searching for, like matchcase:E*TRADE .
Use parentheses to separate multiple
boolean phrases. For example, to find journalists talking about having fun in Disney World or
Disneyland, search for ("disney world" OR disneyland) AND fun.
An asterisk can be used to search for any variation of a root word truncated by the asterisk. For example, searching for admin* will return results for administrator, administration, administer, administered, etc.
A near operator is an AND operator where you can control the distance between the words. You can vary the distance the near operation uses by adding a forward slash and number (between 0-99) such as strawberries NEAR/10 "whipped cream", which means the strawberries must exist within 10 words of "whipped cream".