FISH HEADS AND HAIKU: VOICES FROM THE FIELD
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© 2010 Taylor & Francis Group, LLC
to our exibility and our ability to react quickly and to not ask
permission from the mayor before we tweet, for example.
But you have a board of directors, don’t you?
KVA: We do. And they give us great guidance but they don’t
try to run the airport. We’re lucky that we’re empowered rather
than restrained by our board. They may not think in terms of
engagement and delighting customers. It might be a completely
foreign language to them.
Ryan Hollingsworth (RH): But it can be done.
How did you get started?
KVA: We got started when Ryan and another colleague came
to me and said, hey, what about Facebook? This was in 2007 so
it was really really early. We were already b ...