After years of tepid adoption of creative social-media use by transit agencies, a new report from AASHTO shows an impressive “wide-scale adoption of an entire suite of social-media tools by state transportation departments. And while traffic information is still a large reason for why states have invested in social media strategies, it no longer is the only reason.”
The 2017 State DOT Social Media Survey shows that most states acknowledge that their customers expect them to be present in these social channels and find that what was once an add-on set of tools are now a key collection of communication channels.
In most cases, states share social media responsibilities with several communication staffers. Additionally, most states try to manage customer expectations for what hours they monitor social sites, how often they respond to inquiries and, how quickly customers can expect a response.
While states have embraced the idea of customer engagement, most have also acknowledged the need to make their information mobile browser accessible. The 2017 survey found that 90 percent of states make their information available in a mobile format – either a mobile-optimized website or a mobile app. That’s nearly 30 percent more than 2012.
Read the complete article at Talking Transportation
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