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