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as leah hollander you may sit down again
being cared
and i'm hearing
becky with i'd try that
rates is the public transportation
company for printing organ
and jerry bartender from washed off which is the washington state department of transportation
and
how does the asking questions of them and is going to also mention i think that washington
is
were situated in a very interesting way we are right at the end of washington wrecked
it beginning of the oregon
so it's sort of
impossible to live in vancouver washington without going for at least once a week
so i a m often
the apt
highways in washington
and then i get on the max in portland so it's
they work together step back a summer first questions can be for jeremy
and i will say in a moment
so jerry how are you why
and how are you using social media for the washington department transportation
hello reading or a a
so i work for the watch the state department transportation we managed to maintain the
uh... what state highway system unfairly in aviation system for the washington state
we are on twitter
andy usage
outsource for all sorts of different reasons
one for real-time information for what's happening right now regarding road closures
weather information
uh... one for planning purposes for hit by the way the girls can be close tonight you
don't want to go this way or by the way traffic is really bad stay at work for a little bit
uh... swetha also sort of amazing realtime and long-term uses for it
uh... i cried and becky where and let's try that which is there
public transit agency in portland we operate light rail
bus and
and a commuter rail there portland
uh... and how we use twitter and why we use twitter
armor social media rather is mostly to push information out
positive stories on promotions events that kind of thing but we also do
as jeremy mentioned iran's read lot of real time sap as we have service disruptions um...
a trainer steve uh... off
pen chemical problem or something like that we need to let writers now
what's going on so we we've used on
twitter primarily for that face but more for that
you're pushing out of events um... announcements mac thing
they can extend your biggest challenge using social media on behalf of text
all we have a couple account is actually probably the biggest one is resources
and that's just having the personnel
available to monitor ends
and to use premier li twitter again
uh... it's just it's
we just have limited resources and with the twenty four seven nature of our
of our job at what time it does
on this case really challenging to have
um... all that that coverage
and i think a couple of other things are
being a public agency
there's that kind of balance between people being transparent are trying to be transparent
as possible
and then also kind of the legal restrictions and and things we
you know can say oh katrina remove posts on from face book mac kind of thing that equity
thing
uh...
and then again to that balancing of social media
with the other channels we have we have fourteen thousand
writers subscribing to emails uh... from az from our website
we have um... two million calls amounts calls and texts for
real-time transit information arrival times and that kind of thing
so we've got these channels that people are really beauty using
and we've got five thousand followers on twitter so really trying to balance
what channels to put our focus on
scene question journey
uh... so biggest challenges so
number one probably is content curate shin
uh... truly funny nobody really response to him to talk to him
but had he come up with that original content
right mainly in the post something for you like if i got up right now
and take a picture at the center of the audience because no one's done as this is original
content
at michael viral for this section
but it won't meet the needs of that section of that section
so how do you make sure you have original contacting these need meets the needs of a
state wide audience
when you have local cities are people who just need to go and just to get the purity
here
do i really need to know about all this other information that's happening
another really interesting challenge we have
is competition
we're all here 'cause wrench to trigger a
we have six dead nearly sixteen thousand followers on twitter at now
less than seven thousand those are actually real wash in-state residents
the rest of them are all competing for your attention
so how do we also come up with original content
that sets us apart from them to make this a trusted source that they want to come to
us for the information
and not to somebody else
it's really tough job that we are really tough job displayed the game is really pretty interesting
to see
uh... the other piece we have bill chelsea have a competition is news agencies
bad news agencies are clamoring over each other in competing with each other to try
to be the first source
to let that get that information out cuz people are going to go there
and once you've heard the story and under that website read the story there's not much
need to go to it again investors continue updates right
so how do we make sure the information we put out
comes from us first rather than through the new news media because we're actually gonna
lose click throughs on our website we're gonna lose a little bit of credibility csa dot com
and find our side of the story or what we need to say
they're going to go to whatever
the news media whatever angle they slant on it
so it's really interesting challenge takeoff
that he can you tell me a story about her
with ten and about something that didn't 'cause quite so well regarding such media and how
you meant
from it
we've had a couple of challenges and
and thinks recently
one thing is it
that people really want our writers really want a mail service information they are at
a bus stop their atomax station
and they want to know why their trains are coming
on and try to meet that expectation in a timely fashion i think it's is teaching us
how ordinance
sealed put resources
tort that uh... and that's is something we continue to kind of struggle with someone
expand on that a little bit
what we really um... have seen and haven't have adjusted our strategy
uh... with is
the and
kind of inver inadvertently allowing media or other twitter users telling to tell our
story get our message is out we almost
some oftentimes gets kicked by a different people
uh... before we have a chance to respond to put
uh... information ourselves others are too far
talking about its uh...
and whether that's been related to actual bus and max activity or policies
regarding the agency
operator behavior um... different things that are going on out there
kinda keep control of our own messages is pretty uh...
but challenge um... one thing we have seen is stand with the justify our strategy time
because of this
is the we've got going
a negative story our situation out there for example a family had recently a time
separation on maxwell's a father separated from his child
on maps that story was out there
and
no not necessarily painting a great picture for trend that
we also had some positive stories we want it to you pick pushed out that same week that
that story was in the news and we ended up holding us those stories because we've heard
from writers before had a pretty
big backlash
that if we're not acknowledging one of the negative news out there and are always pushing
out possible
they see that it's disingenuous and not really you know don't look this is necessarily a
very
credible force is actually pretty annoying to not believe balloting
that the issue at hand
where instead just putting out the positive so
brief we've had to adjust because of that
jeremy d_n_a_ an a story for spasm minute didn't go quite so well he learned from it
so we have
when it was the weather lately
what's with the weather and we can all say that as weatherman
what's with this case allister given credibility
win do you know how do you know this is this is kind of way
this is my uh...
my big shiny red button
how do you know when the actually push the shiny red button
it's a yanks this is an emergency
and alas what five years i guess we've had three major interstates closed for more than
three days of the time due to weather information whether inclement weather weatherby flooding
or snow
uh... she's been crazy
but how do you know
we had a couple of situations
earlier this year and that your local residents i guess
is can the snow is going to snow we know is castilla six o'clock all the weather forecasters
are thomas gonna smell sometime between four and six p m
whistles evening communities raf everyone's trivia you just when i get home until three
job he was your family
you don't want to
you donate candor that the people at all you wanna make sure they can get there and get
there safely
the snow never came
four o'clock
never came
five o'clock never came
six o'clock
a couple of places got a localized interest so so how do you go out in the started sp
but it's just in the interests now
or it may not be there at all
so trying to find
window actually push the big shiny red button to say yes this is the moment you need to
be worried about has been really cripple challenge for us
so that sentiment
one other when i had
uh... another really interesting lesson we kind of learned and that we've taking really
good advantage of is who we have here not potential of people speak about twitter would
not be influencing the influences
we've actually taken the time
and i know personally five name all the people who manage twitter accounts because we're
essentially a news organization we have information about
roads in the status of roads
we get that information out
have taken the time to meet every single
person who manages a milk social media count for a news organization in the peace process
an area
i know them all by name now
and might many of them actually call me or contact me as if they would get a question
about the story of what we know what we need to know
and that's actually been fantastic building those relationships on the side
to kinda get too
get to help them get our story out and get out at more accurately
concerns here
okay
final vishal question
how we would you like
washed out to be in the future regarding such medium
we have envisioned finance
it's hard to envision
how do you envision
people to be admitted
you've been a twitter immunity envision that this tool just be so amazing
honestly
religious being poised to be an agile enough
to be in a situation where whatever the next two lives we can take advantage of it and
meet people where they are
because they're not coming to our website at coming to those sites wherever they are
the other peace is our standard is a government entity sending out those news releases here's
the news releases and news releases and news release
how do we take that
piece of information dissemination and bring it to a broader audience
rather than directing it to the media to disseminate it out
how do we disseminate well enough and so many different places whereas if i put we doubt
somebody reads it wants to go find more goes to our website
how do we make sure that that clinton is also up to date there at the same time so that
everybody has the big picture that they need
suggest that
the challenges of disseminating information than any one time this is
is of the religion workmen to swim
uh... worry once the are
and social media presence though is
is really a special on twitter lip
first a part of the bollywood faced with a lover what we're using it for primarily it's
kind of a a positive
you know sharing amusement promotional of events
and but with twitter really turned up bills
community of writers and hala dar we've heard from them that they
uh... they want to get we want to give them what they're asking for really which is
you know service information you know real-time as much as possible so we want to move in
that direction that's gonna require again resources we just
the body's that are needed to do this kind of work
uh... so were definitely moving in that direction i would like to
uh...
showing for our customers and other twitter users that we are listening and so engaging
in that dialogue
again with
we have one person right now primarily responsible for responding to twitter
uh...
spent weeks and so
that's really a challenge to get back in a timely fashion we've got a lot of customer
service questions out there about
hey why isn't this ticket vending machine working or
i noticed a cigar rejected at this past opportunity about it
uh... respond to those in a timely fashion is is something we we want to be able to do
much better
um... and again just
providing that the customer service want folks to
relief to have a good experience with us whether it's uh... online or out actually writing
the system so i think those are kind of our primary uh...
primary things up obviously we want to get more converts to public transportation so
continuing that
uh... about dialogue in providing information that
moves people in that direction uh... i think it's is worried
notes but we want to go
unofficial question brewing
how many times he checked
this service
well you've been hacked analogous abt word
included i have checked in a couple times seed how many times
and another simpson service on cell
and religion
attracted about every twenty minutes throughout the day
and just to make sure she was going on
is really a and it's really exciting things happening right now casino every year we open
the north cascades highway
atpase passage that passage actually closed down
uh... for the winter rectory opening them
and at that blocks check out our flickr feed dot flickr dot com for such wsd a-t_
uh... mother parents of baby bare spots to custom caskets having today
that's the kind of cuts that we share it with the results something a little more interesting
that middle
tonight peter tension
so yeah i checked it all day
content
so we're almost done ice cubes in a couple
things to wrap up i would
interest report that car
treating have time
see you there at public transportation their highway forward
to remember there's someone behind
that account so
you know i have some of the treats that i've heard of that is not very helpful and very
nice of to remember summons back there
and that they're trying to help the made don't have twenty percent and customer service available
unfortunately
and then i'd also like to invites anyone watching to come visit beautiful beautiful vancouver
washington
to use catholic air sack
'cause rick burke riffle
so we're gonna stop early since birth