Twitter - Beyond Promotion (Presentation by Donna Prigmore of the Port of Portland)

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Presentation by Donna Prigmore from the Portland International Airport (PDX) on PDX "Social Customer Service" from the AAAE 2012 Social Media Summit. (All rights to this presentation belong to the Port of Portland and Donna Prigmore. Permission to use this file was granted to SimpliFlying by Donna Prigmore)

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Twitter - Beyond Promotion (Presentation by Donna Prigmore of the Port of Portland)

  1. 1. Twitter: Beyond Promotion       Donna  M.  Prigmore   PDX   Sep  2012  
  2. 2. What We’ll Talk About Twitter structure at PDX Org structure, training and resources Twitter as an operational communication tool Twitter Toolbox (listening, learning, helping, andengaging) Take-Aways
  3. 3. Twitter Roles & ResponsibilitiesTiered approach to an operationally-based environmentDigital Communications(Approved Web/Tweets) Digital Communications (Approved Web/Tweets) Customer Relations & Call Center (Ops, Scheduled, Customer Interaction) Dig Comm, PR, and Cust Rel monitor PASSUR/ENS and work very closely during emergency ops and ICS events
  4. 4. Call Center Customer Relations Department Twitter Coverage 6 am to 11:30 pm 10 (of 14) Tweet; assessements Twitter Lead & Back-up Monitors Twitter, Wx, Flt Delays, PASSUR, airlines, traffic conditions
  5. 5. Twitter Promotions Usually in response to acustomer’s comment Often as a re-tweet Sometimes if special event
  6. 6. Twitter Let’s Others Do the Talking
  7. 7. Twitter Operational Updates
  8. 8. Twitter Problem Solving
  9. 9. Twitter Listening
  10. 10. Twitter Customer Assistance
  11. 11. Twitter Customer Assistance
  12. 12. Twitter Relationships
  13. 13. Twitter Engagements
  14. 14. Twitter Fun Facts/EntertainmentAmazing what two smallwheels and an extendedhandle will do torevolutionize the travelindustry!
  15. 15. Twitter: Free PR/Compliments (RT!)
  16. 16. Twitter Take-Aways More effective if operational and relational, not promotional Twitter allows you to: communicate operational issues engage with pax problem solve/provide assistance build relationships; have fun with pax Twitter isn’t about promotions, it’s about listening/responding Twitter requires authenticity Twitter, if done right, can be your best PR tool

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