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A Day in the Life: Social Media

Join Nicole Ramos, Marketing Manager at Omnitrans, in exploring their social media approach for customer engagement. Discover the benefits of using Sprout Social and video content, along with key takeaways for successful social media management. Enhance your strategy today!

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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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