BEST PRACTICES FOR TRANSPORTATION AGENCY USE OF SOCIAL MEDIA
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have made, because as soon as the union announced the strike
we started to see activity spike on social media.
For the rst time, we had the opportunity to engage directly
with our audience in a way that we couldn’t do with traditional
media. We were able to educate and inform; clarify false infor-
mation; provide critical customer service and participate in the
conversation. We had a duty to help our customers prepare for
no service, but in doing so, we also had a duty to let our taxpay-
ers know what we had done to negotiate in good faith in order
to prevent the strike. Our goal was to use the 10 days before the
strike as a nal push to prevent the ...