Social Media & Motor Vehicle Services KEY POINT: MassDOT is aggressively using social media, in particular Twitter and our blog comment section, to interact in real-time with our customers.   KEY POINT: Social media works best when information is distributed across multiple platforms: a single news item becomes a web news release, a blog post, a Tweet linking back to the blog, a photo, and perhaps even a video on YouTube. NOTE: Only if asked: MassDOT currently has NO official Facebook presence. A Mass.gov state and MassDOT Facebook presence is under review. Our State is still sorting through privacy issue concerns, and comment policies and procedures. July 19, 2011

RMV Web Presence Timeline 1996 2002 2007 2009 Future 1st in Nation Motor Vehicle Transactions August 07: Driver’s Ed Certificate Lookup fall 2007: Title Look up Spring 08: Registration Inquiry Driver Education Provider Class Submission Spring 08: Mass ID Renewal Dec 08: Organ and Tissue Donor enrollment March 09: –first payment transaction Driving Records on Web License inquiry Real time address change Nov 09: – license pre-stage Dec 09: beta test license appointments License Renewals New Architecture/ More Transactions Began using social media as a marketing tool BECOME A LEADER

RMV homepage To keep wait times manageable, the RMV has introduced and promoted in the news media, Transportation blog, and Twitter a series of measures to drive customers to online services at www.mass.gov/rmv.   This spring, the RMV announced that drivers can complete their online duplicate registrations in real time and print them out at home. The online duplicate registration service is one of 19 new Internet transactions available at www.mass.gov/rmv which have increased customer traffic by 40 percent. Customers can also use the RMV website to order a new license and complete all the necessary paperwork, make an appointment to complete the application in a branch, register as an organ tissue donor, book a road test and sign up for a free reminder service.

License Renewal Reminder Service

MassDOT Blog MassDOT's "Commonwealth Conversations" transportation blog remains one of the most active and viewed in Massachusetts state government, with more than 950 separate blog posts since its inception in 2009.   The MassDOT blog had 17,776 separate views in May 2011 alone and a total of 445,375 views since its beginning in February 2009. MassDOT's "Commonwealth Conversations" transportation blog remains one of the most active and viewed in Massachusetts state government, with more than 950 separate blog posts since its inception in 2009.

Blog Examples Blog, June 9, 2011: “Governor Deval Patrick today joined MassDOT Secretary Mullan, Registrar Rachel Kaprielian, state and local officials in Greenfield to celebrate the grand opening of the new full service Registry of Motor Vehicles branch. The branch relocated this week to space at the MassDOT-owned Franklin County Chamber of Commerce Visitor Center. The move improves customer service and achieves savings by maximizing existing space and eliminating the need to pay for a separate location.” Comment Response, June 22, 2011: Could you tell me exactly where the online filing for the low plate registration is located? Thanks. Answer: It is the second page of the Lottery Plate application that is posted on our website under Forms and Manuals. http://www.massdot.state.ma.us/rmv/documents/21843_0611.pdf

Twitter The MassDOT Twitter account as of July 1, 2011 has more than 7,580 followers with Tweets about highway projects, traffic, RMV news and alerts, and MassDOT in the news. All Tweets link to the blog or other website.   Among the more than 4,050 Tweets, some are from Secretary Mullan himself, often including a Twitpic attached of an event such as a bridge, road or RMV branch opening or other gathering of transportation leaders. MassDOT at more than 7,500 followers currently has among the largest group of followers on Twitter when compared to other state DOTs. The MassDOT Twitter account as of July 1, 2011 has more than 7,580 followers with Tweets about highway projects, traffic, RMV news and alerts, and MassDOT in the news. All Tweets link to the blog or other website.

Tweet Examples Twitter, June 21, 2011: MassDOT Mass. Transportation #RMV Update: Danvers branch at Liberty Tree Mall has reopened after electrical issue in the Mall. #RMV Danvers Branch, Liberty Tree Mall, closed until approximately 12:30pm today, due to electrical problem in the Mall.

Be sure that your are sending the right message to the right audience! Warning! Tongue in Cheek: Twitter is an effective way to get you message quickly out to your audience.. Just be sure your message is not going to get you fired! Employee termination due to excessive tweeting. Be sure that your are sending the right message to the right audience!

Flickr MassDOT on Flickr has posted more than 680 highway, transit, RMV, Aeronautics, and event photos. Governor Patrick, Registrar Kaprielian, greet Greenfield RMV Staff at the grand opening ceremonies for the relocated Greenfield RMV Branch.

YouTube YouTube, November, 2010: Registrar Kaprielian demonstrates the new self-service plate return Kiosks. The video has been viewed more than 1,500 times 31 YouTube videos have been posted. Registrar Kaprielian demonstrates the new self-service plate return Kiosk

RSS Feeds RSS is an easy way for you to keep up with news and information published on websites because instead of searching for information, you can get new content delivered directly to you.

Mobile Apps Make transactions even more accessible by working with developers to create mobile device apps. Like MBTA’s “Catch the Bus” app.

Paths to MassDOT MassDOT on the Web: www.mass.gov/massdot BLOG: www.mass.gov/blog/transportation TWITTER: www.twitter.com/massdot YouTube: http://www.youtube.com/youmovemass Flickr: http://www.flickr.com/massdot