1. Twitter: Customer Service in 140 Characters or Less
Laurel McJannet
Digital Content Specialist

2. Who's using Social Media for Customer Service now?

4. What We Tweet Real-time happenings:
Traffic reports (Dispatch, Traffic reporters, Riders)
Service delays, stop/road closures
Timely Responses:
Direct Messages and tweets from customers
Links to other content:
Holiday Service & Service Changes
News Releases
Original Content (#TBT, Blog, website)

5. @MyCommTrans Set specific Twitter hours and stick to them, unless...
There is a tweet that conveys injury or accident

6. Twitter Handles
@MyCommTrans: Agency Twitter account shared by Communications & Marketing
@Curbit_CT: Curb the Congestion Program owned by TDM Staff
@MyCommTransBUS: Customer Service (Late Spring)

7. More Twitter! Changes are coming:
Customer Services Staff to use Twitter
New Twitter handle devoted to bus service
Tweets focused on real-time rider alerts, traffic affecting service, responding to customers
Training
Launch in Late Spring

8. Twitter Tools We Use Twitter (Desktop & Mobile) Buffer
Hootsuite (free mobile)
Tweetdeck
Audiense (Formerly SocialBro) for best times to tweet
Commun.it (Twitter Analytics, automation)

10. Traffic Delays

11. Snow Delays

12. Holiday Service

13. Customer Question

14. Response to Tweets

15. How Are We Doing?

16. Answering "Why?"

18. Pats on the Back

19. Pats on the Back

20. Advice

21. Twitter: Be Genuine

22. Really, Real-Time 

23. Have Fun 

24. Tips for Success Work with your Customer Services Staff.
Build a network of Subject Matter Experts (SMEs).
Follow organizations & agencies who tweet well.
Practice—you will get better over time.
Build in efficiencies: abbreviations, phrases for consistency.
Try new things. Emojiis, GIFs, video clips.See what your audience likes; don't over do.
It's okay to have fun.

25. /communitytransit @MyCommTrans
Laurel McJannet
Digital Content Specialist
@mrsmcj
laurelmcjannet

26. Thank you! Questions?