Evolving Role of Social Media in CRM

Look at all facebook and tweets of Emirates,Easy Jet and Kingfisher within a week (dedicate 1 week(7days) each for the facebook and tweeter).Who is writing what, what are they writing and the response from the Airlines. How The Airlines are getting back to the customers, how they interact with the customers and the response time.Also produce detailed timeline for data gathering,analysis,write-up,2013-14