The document discusses BART's efforts to implement "Transit 2.0" by harnessing new platforms like mobile websites, social media, and third-party apps to better connect with and provide real-time information to customers. This includes sharing BART data with developers to encourage new applications, engaging customers on platforms they use, and finding ways to innovate within government constraints. Metrics like website traffic and social media interactions will help measure the success of these initiatives.

1. Transit 2.0 at
BART.gov
Melissa Jordan
BART.gov Senior Web Producer
December 10, 2009

2. BART moves
340,000
riders a day...

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

4. 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?

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

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

7. By sharing our data with the
developer community

8. 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

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

10. 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

11. 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

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

13. Isn’t it hard to innovate
in government?
Yes

14. You have to be a gatekeeper
Namdaemun Gate in Seoul, by Peter Garnhum via Flickr

15. Cupcaking?

16. Find workarounds.

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

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

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

20. 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

21. What have we done lately?
Two highlights:
Preparing for launch of full public API
Partnering with Foursquare

22. Why an API?
“Hello, I am in the process of developing an app that
focuses on wheeled accessibility - both for folks with
disabilities and those pushing strollers - and want to get
I
details on accessible stations, etc.”
Woman pushing stroller, by heyitscatie via Flickr

23. Partnering with Foursquare
Text
dd
Mashable

25. Connect with your audience...
Image credit: @DrDuran via Twitter

26. Reach out to developers...
Image credit: @DrDuran via Twitter

27. Amplify the awesome.
Tilt-shift photo of Colma Station by @reign_fatlace via Twitter

28. Let’s talk!
Questions?
If we don’t get to yours, just email me at
mjordan@bart.gov