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