1. www.dot.state.pa.us Pennsylvania Department of Transportation’s Twitter Strategy Erin Waters Information Specialist

2. www.dot.state.pa.us PennDOT’s Twitter Presence @PennDOTNews: “soft” news, releases, facts, customer engagement

3. www.dot.state.pa.us @511PAStatewide @511PAErie @511PAStateColl @511PANortheast @511PALehighValley @511PAPhilly @511PAHarrisburg @511PAAltoona @511PA Pittsburgh PennDOT’s Twitter Presence

4. www.dot.state.pa.us Faster than a speeding press release

5. www.dot.state.pa.us The more they relate, the better

6. www.dot.state.pa.us The new customer service

7. www.dot.state.pa.us Pick your battles User’s Influence Customer with 25 followers using profanity or industry representative? Value of Engaging Can you clarify situation, satisfy them or change their mind? vs

8. www.dot.state.pa.us Recognize the medium’s limits If your response is more than 140 characters, direct them to another medium: email, phone call, direct message. Your followers don’t want a news feed full of customer service tweets.

9. www.dot.state.pa.us Thank you Erin Waters Information Specialist 717-783-8800 ewaters@state.pa.us