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A Day in the Life: Social Media

A Day in the Life: Social Media. Nicole Ramos, Marketing Manager. About Omnitrans. San Bernardino Valley of Southern California since 1976 480-square mile service area 12 million+ passenger trips per year 32 Bus Routes including: sbX : only rapid transit line in Inland Empire

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A Day in the Life: Social Media

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  1. A Day in the Life: Social Media Nicole Ramos, Marketing Manager

  2. About Omnitrans • San Bernardino Valley of Southern California since 1976 • 480-square mile service area • 12 million+ passenger trips per year • 32 Bus Routes including: • sbX: only rapid transit line in Inland Empire • 3 Freeway Express routes • 3 circulator service routes • Access paratransit

  3. OmnitransSocial Media Stats • Facebook – 4,977 followers • Instagram – 1,181 followers • Twitter – 2,120 followers • Daily postings Mon. – Fri. • Postings increase if news warrants (detours, accident delay, rider alerts) • Holiday/weekend posts pre-scheduled

  4. OmnitransSocial Media Management • Channels are checked first thing in the morning, monitored throughout the day • Inbox displayed on desktop throughout the day • Checked periodically by mobile from field • Channels are monitored via Sprout Social • Track Omnitrans + keyword mentions, photo posting locations (25 mile-radius)

  5. How Sprout Works • Sprout Benefits: • Pre-schedules & automatically publishes content • Allows response/monitoring of all customer interactions from one screen • In-depth analytics provided • Allows message forwarding and tracking of messages to any department for follow-up (Ops., ADA)

  6. What’s New • Customer Service Integration • Appropriate complaints, suggestions, & commendations forwarded to front-line staff for response • Initially narrowly-focused, with tight oversight • Positive results for CS and Marketing staff

  7. What’s New • Video • MUST be part of social media strategy • Transition from customer education to promotion • When short on staff & time…CHEAT! • Use YouTube as video library, but post natively for better engagement

  8. Customer Engagement • “1 and Done” • Community members deserve to be heard • Endless engagement helps no one • “Share the Love” • Reward positive interactions with re-posts/shares • Share Instagram photos from your riders, credit them

  9. Customer Engagement

  10. Takeaways • Social Media is a full time job…unless you’re a multi-tasking transit pro. If possible, make life easier with a management tool. • Video is a great tool with almost guaranteed engagement – keep it short & post natively. • Be a customer resource on social media – without becoming bullied or a bullier

  11. For More Information Nicole Ramos, Marketing Manager (909)379-7155 • nicole.ramos@omnitrans.org Jose Hernandez, Marketing Specialist (909)379-7154 • jose.hernandez@omnitrans.org www.omnitrans.org Follow @omnitrans!

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