making social media work for you and your riders · • tweetdeck, seesmic, socialoomph, cotweet...
TRANSCRIPT
Hosted by the
Virginia Transit Association
Virginia Transit Association
1108 East Main Street, Suite 1108
Richmond, VA 23219
804.643.1166
www.vatransit.com
Making Social Media Work
for You and Your Riders
Making Social Media Work for You and
Your Riders
• Questions:
Type questions into the box
at bottom of webinar panel.
Panelists will address all
questions at end of webinar
(include panelist name.)
Making Social Media Work for You
and Your Riders
• Panelists
– Delceno Miles of the Miles Agency in Virginia Beach
– Bobbi Greenberg of Arlington County Commuter
Services
Presented by Delceno Miles The Miles Agency
www.themilesagency.com April 17, 2015
Hire or appoint someone to manage your brand in cyberspace
Don’t feel obligated to address every email unless it’s a specific question/concern that has general impact
Engage your audiences (contests to win transit passes for a day/week, posts from your riders, drivers, employees, invite them on a tour of your facility)
Share interesting facts about your organization like maintenance of your fleet or how buses are manufactured, especially if in the USA
Depends on the issue and the source
Address anything that is inaccurate or false
It’s never personal
Let them vent but only engage to keep the facts out there.
Pick a negative post that seems to be repeated among multiple posters. Address it then move on
Arlington County Commuter Services
& Arlington Transit Social Media
13
Overview
• ACCS TDM programs
– Car-Free Diet
– BikeArlington
– WalkArlington
– Arlington Transportation Partners
• ART-Arlington Transit
Social Media Accounts
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• ART – Arlington Transit
• Arlington’s Car-Free Diet
• Arlington Transportation
Partners
• BikeArlington
• WalkArlington
• @ART_Alert
• @CarFreeDiet
• @BikeArlington
• @carfreediet
Social Media Purpose
• Transit agencies social media use
falls into five broad categories*: – Timely Updates
– Public Information
– Citizen Engagement
– Employee Recognition
– Entertainment/Fun
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*2012 Transportation Research Board report
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Purpose: Agency news and service updates, act as customer service outlet by
responding to comments, showing a more human side, engaging and having fun
with audience.
Facebook – Engagement
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Purpose: ART = Real-time service updates, source for service news, act as
customer service outlet by responding to audience
Purpose: Car-Free Diet & BikeArlington = entertaining/interesting info, events,
retweets, and occasional updates
Customer Service
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Customer Service
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Purpose: Capture different – primarily younger – audience, explore artistic side of
Car-Free Diet, showcase wide variety of creative ways to go car-free
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Hootsuite
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• Hootsuite – Schedule posts and manage accounts
• TweetDeck, Seesmic, SocialOomph, CoTweet
• Facebook – Schedule posts
Cross Promotion
• Car-Free Diet home page links to social media sites and displays Facebook
and Twitter feeds.
• Instagram photos post to Facebook.
24
Lessons Learned
• We are not Katy Perry.
• Keep realistic expectations.
• Be prepared to interact with public – good or bad.
• Try new ideas – Car-Free Friday & photo hunt.
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More than 66 million Twitter followers
Summary
• Arlington Transit and Car-Free Diet are established into
the Arlington County community and we communicate to
the public in a variety of ways.
• Each of the main platforms – Facebook, Twitter and
Instagram – serve different purposes, but help foster
growth with each other.
• A combination of continued strong social media posting,
cross-promotion and consistent service tweets will help
to further promote Arlington County’s transit and TDM
messages to current and potential users.
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Making Social Media Work for
You and Your Riders
Questions and Answers
Making Social Media Work for You
and Your Riders
Contact Information
Delceno Miles, The Miles Agency
Bobbi Greenberg, Arlington County Commuter Services
Thank You
For Attending!
Virginia Transit Association
1108 East Main Street, Suite 1108
Richmond, VA 23219
804.643.1166
www.vatransit.com
Making Social Media Work for You
and Your Riders