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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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Donna M. Prigmore PDX
Sep 2012
Twitter: Beyond Promotion
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, and
engaging) Take-Aways
Twitter Roles & Responsibilities Tiered approach to an operationally-based environment
Digital 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
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
Twitter Promotions Usually in response to a
customer’s comment Often as a re-tweet Sometimes if special event
Twitter Let’s Others Do the Talking
Twitter Operational Updates
Twitter Problem Solving
Twitter Listening
Twitter Customer Assistance
Twitter Customer Assistance
Twitter Relationships
Twitter Engagements
Twitter Fun Facts/Entertainment
Amazing what two small wheels and an extended handle will do to revolutionize the travel industry!
Twitter: Free PR/Compliments (RT!)
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