At a Travel Technology Initiative talk, Hostelworld editor, Colm Hanratty spoke about using Facebook to improve business. In the presentation, titled “making friends”, Hanratty said Facebook is a key part of his company and his customer service strategy.

“On a daily basis, people leave comments on our Facebook wall,” Hanratty said.

“It could be something like, after making a booking I arrived at the hostel and they did not have my reservation, what do I do?”

“Now we have 67,000 likes so people ask, well how are we going to manage that?”

"But we only get about one problem a day on the wall so it is really easy to manage.”

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