This document summarizes key lessons and ideas from the Airport Social Media Summit. Some of the main points include: using Twitter to share breaking news and engage customers; focusing on quality photos that showcase planes and the airport; listening to customers and taking action on their feedback; and being entertaining, timely and unexpected in social media posts. The document also provides links to resources from summit presenters.

1. I COULDN‟T MAKE THE AIRPORT SOCIAL MEDIA SUMMIT THIS YEAR….
BUT THEY PUT TOGETHER A REALLY GREAT CAST OF AIRPORT SOCIAL MEDIA MANAGERS & STRATEGISTS
AND MAKE AN AWESOME TWITTER HASHTAG TO FOLLOW ALONG FROM RIGHT HERE
IN MY OWN LITTLE CUBE.
SO, HERE‟S WHAT
WHAT I LEARNED
…WELL, JUST ABOUT EVERYTHING.

2. WHAT I LEARNED
…OR THOUGHT WAS IMPORTANT ENOUGH TO WRITE DOWN.
“DON‟T BE AFRAID TO TRY NEW THINGS”
“DON‟T BE AFRAID TO SHARE BREAKING NEWS”
“TWITTER IS LIKE THE RADIO. IF “THE DAYS IT‟S A SLOW NEWS DAY IS
YOU‟RE TUNED IN YOU HEAR IT, IF WHEN IT CAN REALLY PAY OFF”
YOU AREN‟T YOU MISS IT. – ON HOW
OFTEN YOU TWEET”
“WHAT WE SEE EVERYDAY IS MORE IMPORTANT
THAN WHAT WE THINK. REMEMBER THAT WHEN
ENGAGING CUSTOMERS”
“ „STAY TUNED FOR AN ANNOUNCEMENT‟ CAN
REALLY PULL SOMEONE IN”
“GOOD QUALITY PICTURES OF PLANES IS LIKE
CRACK TO PEOPLE”
“ENGAGE W/ YOUR MOST COMMITTED
CUSTOMERS. WITH AIRPORTS, THEIR
INFLUENCERS HAVE THEIR OWN “HAVE A CELEB CONNECTION TO YOUR AIRPORT
HASHTAGS #AVGEEK #AVGEEKS” MAKES THE STORY TRANSPORT INTO OTHER
AREAS OF THE NEWS”

3. WHAT I LEARNED
…OR THOUGHT WAS IMPORTANT ENOUGH TO WRITE DOWN.
 “IT‟S A FEEL GREAT PLATFORM” (TW)
“WHY TWITTER? IT‟S BETTER.” 
“TWITTER IS A CORNERSTONE OF (WHY TWITTER) “IT‟S LEGENDARY”
WHAT WE ARE DOING TO STAY
RELEVANT AS A BRAND”
“WHAT WE SEE EVERYDAY IS MORE IMPORTANT
THAN WHAT WE THINK. REMEMBER THAT WHEN
“YOU NEVER KNOW WHAT IS GOING TO FLOP & ENGAGING CUSTOMERS”
WHAT IS GOING TO BE GREAT”
“MOBILE TRAVEL BOOKING HAS SEEN 1000%
“FLYPDX CALL CENTER RESPONDS TO GROWTH IN THE PAST 2 YEARS”
TWEETS IN 5-10 MINS. TWITTER STRAT
CREATED ACCOUNT TO RESPOND TO
ANOTHER AIRPORT‟S EMERGENCY OPS “33% OF THE POPULATION IS NOW ONLINE – 1 IN 9
EXPIERENCE” ON FACEBOOK”

4. WHAT I LEARNED
…OR THOUGHT WAS IMPORTANT ENOUGH TO WRITE DOWN.
“25% IN USA – 70% IN EGYPT  SHARE OF “USE CAMPAIGN & EVENT IN GOOGLE ANALYTICS FOR
MOBILE WEB USERS WHO NEVER OR MORE METRICS ON YOUR SO.ME. TRAFFIC”
INFREQUENTLY USE DESKTOP WEB”
“G.ANALYTICS SOCIAL SECTION UDNER TRAFFIC
SOURCES IS A GREAT DATA SOURCE TO SEE YOUR
“PRINT IS NOT WHERE YOU
WEB‟S SO.ME. TRAFFIC”
WANT TO BE TODAY”
“SIMPLE CAN BE VERY EFFECTIVE”
“EXPORT & SAVE YOUR HISTORIC FACEBOOK INSIGHT DATA”
“CUSTOMER SERVICE RULE – LISTEN BUT “YOU CAN‟T (& SHOULDN‟T) MEASURE EVERYTHING”
ALSO TAKE ACTION”
“WHEN SOMEONE DOES SOMETHING COOL – DON‟T BE
“NEVER EVER POST AFRAID TO COPY – JUST MAKE IT YOUR OWN THING”
WITHOUT A PHOTO”

5. WHAT I LEARNED
…OR THOUGHT WAS IMPORTANT ENOUGH TO WRITE DOWN.
“CVG AIRPORT STRAT – SUPPORTING THE
BRAND, ENGAGING & EDUCATING” “SO.ME. LET‟S YOU TAKE CONTROL OF YOUR
NEWS WHEN TRADITIONAL MEDIA WON‟T PAY
ATTENTION TO YOU”
“IT‟S ALL ABOUT COPY. – UNIQUE BRAND
MESSAGING INCLUDING IN CVG SO.ME. –
“POKING THE BEAR” “SAGEROOCK STRAT – BLOG, NEWSLETTER,
4SQ, FB, YELP: TO BUILD CUST. LOYALTY”
“MOM‟S WHO ARE THE FAMILY TRIP PLANNER ARE USING
PINEREST – SO WE FOCUS ON THESE PEOPLE ON “APPLE ISN‟T USING GOOGLE ANYMORE –
PINTEREST” THEY‟RE USING YELP”
“@HILTONSUGGESTS IS A GOOD EXAMPLE OF “TURN NUMBERED PASSENGERS INTO
TWITTER AS CUSTOMER SERVICE NAMED PASSENGERS”

6. WHAT I LEARNED
FROM CATON-AKRON AIRPORT: SOME SURPRISING AIN‟T EASY – BUT IT‟S WORTH IT!
“LISTEN: WHAT DO YOUR FANS LIKE? DO THAT.”
“BE ENTERTAINING, TIMELY AND UNEXPECTED.”
“PUT THE WORKS INTO IT TO MAKE IT GREAT”
“THINK BEFORE YOU POST. IMPRESS MCKAYLA”
“NEVER POST WITHOUT PHOTOS! HOW DO THEY REFLECT
YOUR BRAND? HOW DO THEY TELL A STORY?
“PLAN YET BE SPONTANEOUS”
@CAKAIRPORT
@RYHOLLINGS

7. #DOSOME LINKS
LINKS TO LOOK BACK ON FROM #DOSOME PRESENTATIONS
#DOSOME HASHTAG THREAD SAGEROCK BLOG http://www.sagerock.com/blog/
http://hashfresh.appspot.com/twitter/dcsome/30
“ “ VIDEO http://bit.ly/airvidmark
FLACKRIC‟S WHO TO FOLLOW IN AVIATION “ “ SLIDESHARE http://slidesha.re/TqSC01
https://twitter.com/Flack4RIC/lists
EXCELLECT FACTOID FROM “ “ – ON
TAGSEXPLORER BROADCASTING VS. YOUTUBE
http://hawksey.info/tagsexplorer/?key=0AkG5u3kmxBXTdHF https://twitter.com/AAAEDelivers/status/2502610422
BdFhwcUZaN2FYaDFZWU9WZ3hpR1E&sheet=oaw 30341632/photo/1
SOCIAL MEDIA INFLUENCES LESS THAN 1% OF ONLINE PURCHASES (STUDY) – MASHABLE
http://mashable.com/2012/09/25/social-media-sales-forrester/
SEISMIC TECHNOLOGICAL SHIFT – HOW IS TECHNOLOGY CHANGING TRAVEL?
https://twitter.com/viatroybell/status/250254305972613123/photo/1

8. #DOSOME SHOUTOUTS
JUST TO NAME A FEW – AND ALL OTHER ATTENDEES/#DOSOME THREAD CONTRIBUTORS
@ryhollings @AAAEDelivers
@FlyPDX @AAAEsean
@FlyEUG @sagerock
@carousel30
@HiltonSuggests
@simplielizabeth @jenBGM
@CVGAirport @hiaairport
@viatroybell
@dcdesigntech @flack4ric
THANK YOU! 
@amandaprinski