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Transit 2.0 at BART.gov

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BART, Bay Area Rapid Transit, shows how a government agency can use technology to be a provider not only of services—but also of information, data and spaces for building community.

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Transit 2.0 at BART.gov Melissa Jordan BART.gov Senior Web Producer September 8, 2009
BART moves 340,000 riders a day...
...who aren’t afraid to use new tools to share their experiences on BART. Note: BART.gov does not condone puke and/or cocaine.
Our challenge: Harness new platforms to better serve and connect with our customers Maintain our reputation for safe, reliable public transportation How do we do it?
By being the most accurate, timely, reliable source of info
By having a real-time, interactive, user-focused website Website designed by Hot Studio: hotstudio.com
By sharing our data with the developer community
By going where our customers are Real-time information on the platform of your choice:
By going where our customers are Real-time information on the platform of your choice: • Mobile website • Text message updates • Email updates • Twitter • Facebook • Third-party apps • RSS feeds • Posterous blog
By sharing what we see and hear on BART...
By connecting: Customers with each other to help build community Developers with data and customers in order to provide more high-quality products and services
What about ROI? Find sensible metrics
What about ROI? Find sensible metrics • Website traffic: BART.gov traffic increased after the redesign and the start of Web 2.0 and social cross-promotions • Fan interactions: For the week I was preparing this, the largest interacting group was 18-24 year olds, a segment we want to attract • Cost per web user: $0.08 per user session
Positive word-of-mouth loyalty is another measure of success.
Isn’t it hard to innovate in government?
Isn’t it hard to innovate in government? Yes
Show the organization what’s in it for them.
?
Find workarounds.
But use good judgment. Image credit: @DrDuran via Twitter
And don’t fear a meme. Use it to your advantage... Image credit: http://www.flickr.com/photos/audreypenven/3482042123/
...by understanding the medium and using the right tone.
Next time you’re in the Bay Area,
Next time you’re in the Bay Area, BART…and you’re there! twitter.com/sfbart bart.gov/facebook sfbart.posterous.com By Melissa Jordan BART.gov Senior Web Producer mjordan@bart.gov Cover & this image: http://www.flickr.com/photos/myelectricsheep

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Transit 2.0 at BART.gov

  • 1. Transit 2.0 at BART.gov Melissa Jordan BART.gov Senior Web Producer September 8, 2009
  • 3. ...who aren’t afraid to use new tools to share their experiences on BART. Note: BART.gov does not condone puke and/or cocaine.
  • 4. Our challenge: Harness new platforms to better serve and connect with our customers Maintain our reputation for safe, reliable public transportation How do we do it?
  • 5. By being the most accurate, timely, reliable source of info
  • 6. By having a real-time, interactive, user-focused website Website designed by Hot Studio: hotstudio.com
  • 7. By sharing our data with the developer community
  • 8. By going where our customers are Real-time information on the platform of your choice:
  • 9. By going where our customers are Real-time information on the platform of your choice: • Mobile website • Text message updates • Email updates • Twitter • Facebook • Third-party apps • RSS feeds • Posterous blog
  • 10. By sharing what we see and hear on BART...
  • 11. By connecting: Customers with each other to help build community Developers with data and customers in order to provide more high-quality products and services
  • 12. What about ROI? Find sensible metrics
  • 13. What about ROI? Find sensible metrics • Website traffic: BART.gov traffic increased after the redesign and the start of Web 2.0 and social cross-promotions • Fan interactions: For the week I was preparing this, the largest interacting group was 18-24 year olds, a segment we want to attract • Cost per web user: $0.08 per user session
  • 14. Positive word-of-mouth loyalty is another measure of success.
  • 15. Isn’t it hard to innovate in government?
  • 16. Isn’t it hard to innovate in government? Yes
  • 17. Show the organization what’s in it for them.
  • 18. ?
  • 20. But use good judgment. Image credit: @DrDuran via Twitter
  • 21. And don’t fear a meme. Use it to your advantage... Image credit: http://www.flickr.com/photos/audreypenven/3482042123/
  • 22. ...by understanding the medium and using the right tone.
  • 23. Next time you’re in the Bay Area,
  • 24. Next time you’re in the Bay Area, BART…and you’re there! twitter.com/sfbart bart.gov/facebook sfbart.posterous.com By Melissa Jordan BART.gov Senior Web Producer mjordan@bart.gov Cover & this image: http://www.flickr.com/photos/myelectricsheep