 Well-developed ideas; introduces new ideas, and stimulates discussion

 Postings are characterized by clarity of argument, depth of insight into theoretical

issues, originality of treatment, and relevance. Sometimes include unusual insights.
Arguments are well supported
 Interacts/comments at least 4 times to other students’ postings

1. Why do you think Kilronan Castle Hotel in Ireland, keep the toy left by customers?
Because it is one of the responsibilities of the hotel to store items left behind even if they
are "small" like Oscar (soft toy). Because we didn't know the possibility of the toy being so
meaningful to the guests. So, if guests can get their things back, they will be happy. With that,
guests will choose the Kilronan Castle Hotel again to stay because of their excellent service and
their good attitude is very satisfying. Guests will tell their friends about what Kilronan Castle
Hotel did to them. So, it’s called word of mouth (WOM). So, it's already been a bonus to the
Kilronan Castle Hotel because get free marketing. If the hotel does good, guests will share the
good that the hotel has done. If the hotel does the opposite, guests will disperse as well. So.
choose what is best for your hotel.
This will relate to the attitude of the staff and the rating of the hotel. From what I read on
the article, the staff of the Kilronan Castle Hotel shows that their attitude is very honest. They do
not keep that toys and make it look like theirs. Instead, they are taking a good care of the Oscar
by giving a luxurious life. As additional information, every hotel in Peninsular Malaysia uses
Innkeepers Act 1952 to provide for the relief of innkeepers. Innkeepers means the keeper of any
such inn and includes a company or corporation. Based on Section 4(a) in Innkeepers Act 1952,
an innkeeper will not be liable to pay for more than RM500 for any loss or injury to the property
brought by the guests except if the loss and injury are caused by the negligence or default of the
innkeeper or his servants. Most international chain hotels typically have rules for storing up to
three months' worth of guests. If the guest has been contacted and the item is not claimed then
after three months innkeepers has the right to give the item to the person who found it or sell it.

2. What is it they want to achieve by doing a social media campaign to reunite with its
owner?
The Kilronan Castle Hotel in Ireland has rolled out a social media campaign to reunite
Oscar with the family who left it behind. Staff of Kilronan Castle decided to ensure that he
experienced exceptional customer service until he was reunited with its owner. While the hotel
hopes Oscar’s owner will come forward soon, there is no doubt the attendant social media
publicity will give the Kilronan Castle Hotel a good promotional boost.
The staff uploaded the Oscar’s pictures to almost every facilities and services provided
by the hotel. So, in addition to people seeing an Oscar enjoying his luxurious life, prospective
customer can make a survey about the hotel’s facilities, services and so on. The story attracted
nationwide attention when the pictures from his stay went viral, reaching over 850,000 people.
Oscar’s Story ‘King of Kilronan Castle’ wins Smartest Social Media/Viral Marketing category at
the awards held in Dublin’s Mansion House.
Since it goes viral, Kilronan Castle Hotel has achieved their objective where they want
many people to know about Oscar's disappearance until the owner come to get the Oscar. In
addition, they also want to disseminate the facilities and services they provide. Not only that,
they also want to make Kilronan Castle Hotel to be the top of customer's mind. Without
realising, Kilronan Castle Hotel will gain trust from current and prospective customers.

3. What are the criteria for social media campaign to go viral highlighted in the article?
The “Oscar” campaign was successful in creating a following on its Facebook pages as a
result of the hotel's employees who were quick and innovative. The criteria that Kilronan Castle
Hotel used for the campaign to go viral is innovative, creative, visible, fun and attractive. As
additional ideas, instead of posting a picture, we also can put videos so that customer can see
from many sides. Social media has become an integral part of many service organizations.
Through communications, they explain and promote the value propositions their hotel is
offering. Communication is the most visible or audible form formula of marketing activities, but
its value is limited unless it is used intelligently in conjunction with other marketing efforts.
Communications must be viewed more broadly than just as media advertising, public
relations (PR), social media, and professional salespeople. There are many other ways for a
service business to communicate with current and prospective customers. The location and
atmosphere of a service delivery facility, corporate design features such as the consistent use of
colours and graphic elements, the appearance and behaviour of employees, the design of a
website. All these contribute to an impression in the customer’s mind that reinforces or
contradicts the specific content of formal communication messages.