Transit 2.0 at BART.gov

Transit 2.0 at BART.gov Melissa Jordan BART.gov Senior Web Producer September 8, 2009

BART moves 340,000 riders a day...

...who aren’t afraid to use new tools to share their experiences on BART. Note: BART.gov does not condone puke and/or cocaine.

Our challenge: Harness new platforms to better serve and connect with our customers Maintain our reputation for safe, reliable public transportation How do we do it?

By being the most accurate, timely, reliable source of info

By having a real-time, interactive, user-focused website Website designed by Hot Studio: hotstudio.com

By sharing our data with the developer community

By going where our customers are Real-time information on the platform of your choice:

By going where our customers are Real-time information on the platform of your choice: • Mobile website • Text message updates • Email updates • Twitter • Facebook • Third-party apps • RSS feeds • Posterous blog

By sharing what we see and hear on BART...

By connecting: Customers with each other to help build community Developers with data and customers in order to provide more high-quality products and services

What about ROI? Find sensible metrics

What about ROI? Find sensible metrics • Website traffic: BART.gov traffic increased after the redesign and the start of Web 2.0 and social cross-promotions • Fan interactions: For the week I was preparing this, the largest interacting group was 18-24 year olds, a segment we want to attract • Cost per web user: $0.08 per user session

Positive word-of-mouth loyalty is another measure of success.

Isn’t it hard to innovate in government?

Isn’t it hard to innovate in government? Yes

Show the organization what’s in it for them.

Find workarounds.

But use good judgment. Image credit: @DrDuran via Twitter

And don’t fear a meme. Use it to your advantage... Image credit: http://www.flickr.com/photos/audreypenven/3482042123/

...by understanding the medium and using the right tone.

Next time you’re in the Bay Area,

Next time you’re in the Bay Area, BART…and you’re there! twitter.com/sfbart bart.gov/facebook sfbart.posterous.com By Melissa Jordan BART.gov Senior Web Producer mjordan@bart.gov Cover & this image: http://www.flickr.com/photos/myelectricsheep

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Transit 2.0 at BART.gov

by Hot Studio, Inc. on Sep 08, 2009

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Transit 2.0 at BART.gov — Presentation Transcript