At 3.11pm today a probable car bomb drove into the doors of Glasgow Airport (GLA) in Scotland. At 4.13pm the BBC Breaking News Alert email service delivered a message “Glasgow Airport is evacuated after a car hits the terminal building and ignites.
“The airports website http://www.glasgowairport.com did not appear to update with any information until after 5.30pm, more than 2 hours after the incident which closed the airport.While the Glasgow airport staff did a great job and will have had their hands full, BAA, the airport owners should have updated their website within minutes, stopping passengers arriving and keeping friends and family of those at the airport connected to events.
This is almost certainly not a case of BAA’s online media staff sitting around with feet up watching TV. It is more likely that staffing shift patterns and update systems are not aligned to easily enable immediate updates 24/7.
Events such as terrorism, crime and weather inconvenience far more than they kill, and with stress levels increasing, making websites relevant to the larger events on a 24/7 basis portrays an image of a company that is conscious, and intelligently working for their customers every minute. The customer may even feel “If their website is already updated they really must be on it. This is a company that is in control.
”In the case of Glasgow airport, a “break glass in event of emergency” style widget on a secure laptop in the Glasgow airport control room could have been clicked within minutes of todays event, automatically updating the Glasgow Airport website with a pre-prepared splash page or icon informing all users of the status, not to travel and a selection of phone numbers. This alert could have also emailed and text messaged to people such as catering suppliers, and everyone likely to regularly visit the airport.
The same principal of online preparedness goes for an IKEA store with a collapsed roof or an adventure park that is flooded, if we want our business websites to be the most timely and relevant sources of information we’re going to have to work harder to make the bold statements between the hold music true.