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American Public Transportation Association

 Program

Please note that this schedule is preliminary and subject to change.​

Last Updated: February 21

 

Sunday, February 25

Registration

1 - 6 p.m.
Seacliff A-B, Bay Level, Hyatt Regency San Francisco

Workshop padfolios sponsored by Cubic Transportation Systems, Inc.

company logo

Marketing & Communications Committee Meeting

2 - 4 p.m.
Grand Ballroom A, Street Level, Hyatt Regency San Francisco
Chair, JC Vannatta


Advertising Revenue Information Exchange

4:15 - 5:30 p.m.
Grand Ballroom A, Street Level, Hyatt Regency San Francisco

All are welcome to join this conversation about all things ad revenue. This is a free-form meeting and will allow attendees to discuss topics that are of the most interest to them. Topics may include advertising contracts, new ad revenue generating ideas, and First Amendment issues.
 
Facilitator
  • Bobbie C. Crichton, Chair, Marketing -- Advertising Revenue Task Force; Manager, Marketing & Communications, Miami-Dade Transit, Miami, FL
Speaker
  • Richard Ament, Sr. Vice President, Business Development, Outfront Media, New York, NY

Welcome to APTA

5 - 6 p.m.
Bayview, Bay Level, Hyatt Regency San Francisco

First time attending APTA’s Marketing & Communications Workshop? New to the public transit industry? Join us and learn how to navigate the workshop and learn more about APTA’s Marketing & Communications Committee. Plus, we’ve assembled a panel of seasoned public transit communicators who will share their insights about today’s world of public transit communications and the APTA resources available to you.

Welcome Reception

6 - 7 p.m.
Waterfront C-E, Lobby Level, Hyatt Regency San Francisco

Socialize with your fellow public transit marketing and communications professionals in a relaxed atmosphere that sets the tone for the workshop.

Dinner Groups (Dutch-treat)

7:10 p.m. -

Your chance to meet other public transit marketing and communications professionals and build your network of industry contacts in a relaxed, casual setting. Can’t make it to dinner tonight? No worries, we have dinner groups scheduled for Monday and Tuesday.
 
Sign up in the registration area for a dinner group.
 

Monday, February 26

Continental Breakfast

7 - 8 a.m.
Grand Ballroom Foyer, Street Level, Hyatt Regency San Francisco

Breakfast sponsored by moovel North America, LLC

company logo 

Registration

7 - 11 a.m.
Seacliff A-B, Bay Level, Hyatt Regency San Francisco

(also open 1:30 - 3:30 p.m.)

OPENING SESSION

8 - 9:30 a.m.
Grand Ballroom A, Street Level, Hyatt Regency San Francisco

Join us as we launch APTA’s 2018 Marketing & Communications Workshop. Hear from the association’s leadership on key initiatives and the state of APTA and the public transportation industry. Enjoy a warm welcome to the City by the Bay from hosts San Francisco Bay Area Rapid Transit District and San Francisco Municipal Transportation Agency. And hear from our keynote speaker who will impart his wisdom on the essential importance of great communications for the future of public transportation.
 
Presiding
  • JC Vannatta, Member, APTA Board of Directors; Chair, Marketing & Communications Committee; Director, Communications & Marketing, Tri-County Metropolitan Transportation District of Oregon (TriMet), Portland, OR
Host Welcomes
  • Grace Crunican, General Manager, San Francisco Bay Area Rapid Transit District (BART), Oakland, CA
  • Edward D. Reiskin, Director of Transportation, San Francisco Municipal Transportation Agency, San Francisco, CA
Chair's Remarks
  • Nathaniel P. Ford, Sr., Immediate Past Chair, APTA; Chief Executive Officer, Jacksonville Transportation Authority, Jacksonville, FL
President and CEO's Remarks
  • Paul P. Skoutelas, President and CEO, American Public Transportation Association, Washington, DC
Keynote Speaker
  • Sam Singer, President, Singer Associates, Inc., San Francisco, CA

Crisis Communications

9:45 - 11 a.m.
Bayview B, Bay Level, Hyatt Regency San Francisco

An annual favorite, the Crisis Communication session is an opportunity to learn from our PIO peers about how their organizations dealt with a variety of crises. Come hear how Denver’s Regional Transportation District worked to mitigate crossing gate technology on-going hiccups that created a safety perception crisis; how the San Diego Metropolitan Transit System was proactive during a Hepatitis A outbreak that killed 20 people and hospitalized hundreds; and how TriMet and the Portland community responded after a hate-filled rant on a train led to a stabbing that left one man seriously injured and two men dead.

Moderator

  • Michelle Cantey, Public Relations/Communications Officer, Waccamaw Regional Transportation Authority, Conway, SC
Panelists
  • Scott Reed, Assistant General Manager, Communications, Regional Transportation District, Denver, CO
  • Mark Olson, Manager of Public Relations, San Diego Metropolitan Transit System (MTS), San Diego, CA
  • Roberta Altstadt, Manager of Media Relations & Communications, Tri-County Metropolitan Transportation District of Oregon (TriMet), Portland, OR

Increasing Ridership through Partnerships

9:45 - 11 a.m.
Grand Ballroom A, Street Level, Hyatt Regency San Francisco

On our never-ending quest to increase ridership, we have all developed approaches to attract new riders. Join us to hear how some have learned to leverage community partnerships to reach a more diverse audience. Our panelists have created beneficial collaborations to reach ridership success. You’ll hear how a new Game Day express route attracted non-traditional riders; how local event partnerships not only boosted ridership, but also agency standing in the community; and how a partnership with a museum increased youth ridership.
 
Moderator
  • Antoinette Govan, Communications and Community Relations Manager, Atlanta Streetcar/City of Atlanta Dept. Public Works, Atlanta, GA
Panelists
  • Amy Hill, MPA, Director of Marketing/Interim General Manager & CEO, South Bend Public Transportation Corporation (Transpo), South Bend, IN
  • Alissa Kostyk, Digital Marketing Manager, Pinellas Suncoast Transit Authority, St. Petersburg, FL
  • David Martindale, Marketing Manager, San Francisco Bay Area Rapid Transit District (BART), Oakland, CA

AdWheel Awards Recognition

11:10 a.m. - 12:15 p.m.
Grand Ballroom A, Street Level, Hyatt Regency San Francisco

Enjoy a late-morning snack as we recognize the 2018 First Place AdWheel Award winners. Awards will be presented in two categories: Best Marketing and Communications to Increase Ridership or Sales and Best Marketing and Communications Educational Effort. Come and celebrate your fellow public transit communicators for their exceptional work.  

Refreshments sponsored by Proterra Inc. 
company logo

Hosts
  • JC Vannatta, Member, APTA Board of Directors; Chair, Marketing & Communications Committee; Director, Communications & Marketing, Tri-County Metropolitan Transportation District of Oregon (TriMet), Portland, OR
  • Pauletta Tonilas, Secretary, Marketing & Communications Committee; Chief Communications Officer, Los Angeles County Metropolitan Transportation Authority, Los Angeles, CA

Lunch on Your Own

12:15 - 1:30 p.m.

Employee Communications

1:30 - 2:45 p.m.
Grand Ballroom A, Street Level, Hyatt Regency San Francisco

Join this engaging session that explores the positive impacts effective employee communications have on business performance. Whether it’s launching a new intranet to improve agency communications between departments or utilizing tools such as video or employee-led discussion groups to create better employee engagement, our panelists will share effective techniques for building strong communication within your organization. 

Moderator
  • Julia Schick, Director of Communications, LAKETRAN, Painesville, OH
Panelists
  • Lia Blanchard, Public Information Specialist, Snohomish County Public Transportation Benefit Area Corporation (dba Community Transit), Everett, WA
  • Andrea Schneibel, Communications Specialist, Knoxville Area Transit (KAT), Knoxville, TN
  • Zach Shaner, Public Information Supervisor, Sound Transit, Seattle, WA

Off the Record with Two Top Reporters to Find Out What They Really Want

1:30 - 2:45 p.m.
Bayview B, Bay Level, Hyatt Regency San Francisco

The news industry and the transit industry are both 24-hour-a-day operations, and in 2018 the expectations put on reporters and PIOs have never been so demanding. Come hear an off-the-record conversation between two top San Francisco reporters and two spokespeople from the transit agencies they frequently cover about how they navigate each other’s needs and work together to provide information to the public and tell memorable stories. This is your chance to hear directly from experienced reporters and ask them questions about what does and doesn't work.

Panelists
  • Michael Cabanatuan, Transportation Writer, San Francisco Chronicle, San Francisco, CA
  • Stanley Roberts, Video Journalist, KRON 4 News, San Francisco, CA
  • Paul Rose, Chief Spokesperson and Media Relations, San Francisco Municipal Transportation Agency, San Francisco, CA
  • Alicia Trost, Communications Department Manager, San Francisco Bay Area Rapid Transit District (BART), Oakland, CA

Marketing & Communications Exchange and Roundtables

2:45 - 5:30 p.m.
Waterfront A-B, Lobby Level, Hyatt Regency San Francisco

Join your marketing and communications peers at moderated roundtables to discuss the latest issues, gain insight into matters that affect your organization, and share your latest successes and challenges. Plus, take time to “shop” the Marketing Exchange and gather sample marketing and communications materials from your fellow workshop participants.
 
Break sponsored by Pavlov Advertising 
company logo 
 
Facilitator
  • Lisa Bahr, Marketing Communications Director, Cubic Transportation Systems, Inc., San Diego, CA
TOPICS:
Websites
  • Ann Derby, CTSM, Chair, EXPO Advisory Committee; Director of Marketing & Events, INIT Innovations in Transportation Inc., Chesapeake, VA
College Pass Programs
  • Stella Lin, Department Manager, Marketing & Customer Engagement, Orange County Transportation Authority, Orange, CA
Social Media Campaigns
  • Fiona Rhodes, Communications & Customer Support Specialist, Blacksburg Transit, Blacksburg, VA
Weekend Off-peak Promotions
  • Ed McGreevy, Marketing Representative, San Francisco Bay Area Rapid Transit District (BART), Oakland, CA
Implementing a Mobile Fare App
  • Frank White, III, Director of Marketing, Kansas City Area Transportation Authority, Kansas City, MO
Corporate Pass Programs
  • Mandee Steele Oglesby, Marketing and Business Development Coordinator, Pinellas Suncoast Transit Authority, St. Petersburg, FL
Public Outreach
  • Amanda Wanke, Chief External Affairs Officer, Des Moines Area Regional Transit Authority - DART, Des Moines, IA
Visual Storytelling
  • Teresa Stepic, Senior Vice President, Client Relations, DDC Public Affairs, Washington, DC
Developing Partnerships and Collaborating with State DOTs
  • Lloyd Brown, Director of Communications, American Association of State Highway and Transportation Officials, Washington, DC

PIO Shop Talk

3:30 - 5:30 p.m.
Marina, Bay Level, Hyatt Regency San Francisco

This always popular media relations session is a chance to meet your peers and share your thoughts, concerns, and best practices in an informal session. On top of the educational exchanges, it is a great opportunity to build your network of public transit PIO colleagues.
 
Moderator
  • Pauletta Tonilas, Secretary, Marketing & Communications Committee; Chief Communications Officer, Los Angeles County Metropolitan Transportation Authority, Los Angeles, CA

Research

4 - 5:15 p.m.
Bayview B, Bay Level, Hyatt Regency San Francisco

Join this session to learn how to enhance marketing campaigns, and leverage research to enhance your service and brand. Panelists will also share experiences surrounding TNCs, assessment and opinion surveys, and social media ad targeting. There will be plenty of time for Q&A, so bring your marketing research questions.
 
Moderator
  • Jason M. Minser, Chair, Annual Meeting Planning Subcommittee; Director of Marketing, WeGo Public Transit, Nashville, TN
Panelists
  • Dr. Robin Salter, Senior Performance Analyst, Metropolitan Atlanta Rapid Transit Authority, Atlanta, GA
  • Ivelisse Matos, Manager, Transit Research, Metropolitan Atlanta Rapid Transit Authority, Atlanta, GA
  • Nichele L. Laynes, Marketing Manager, AC Transit (Alameda-Contra Costa Transit District), Oakland, CA
  • Aaron Priven, Service Information Administrator, AC Transit (Alameda Contra-Costa Transit District), Oakland, CA
  • Jennifer Kalczuk, Co-Chair, Marketing -- Advocacy Communications Task Force; Vice President for Client Relations, AlphaVu, Washington, DC

Dinner Groups (Dutch-treat)

6 p.m. -

Your chance to meet other public transit marketing and communications professionals and build your network of industry contacts in a relaxed, casual setting. Can’t make it to dinner tonight? No worries, we have dinner groups scheduled for Tuesday.

Sign up in the registration are for a dinner group.
 

Tuesday, February 27

Continental Breakfast

7:30 - 8:30 a.m.
Grand Ballroom Foyer, Street Level, Hyatt Regency San Francisco

Breakfast sponsored by moovel North America, LLC

company logo 

Registration

8 a.m. - 12 p.m.
Seacliff A-B, Bay Level, Hyatt Regency San Francisco

2018 Call Center Challenge Finals

8:30 - 9:45 a.m.
Grand Ballroom A, Street Level, Hyatt Regency San Francisco

The finals for the 2018 Call Center Challenge will not disappoint! Join us to watch our five call center finalists face off in a competition to test their customer service and problem-solving skills at this lively and entertaining event. Come see who walks away with the title of public transit’s best call center employee.
 
Host
  • Thomas J. Costello, Instructor, University of Illinois at Urbana-Champaign, Urbana, IL
Contestants
  • Alyssa Lujan, Orange County Transportation Authority, Orange, CA
  • Edith Randle, Pinellas Suncoast Transit Authority, St. Petersburg, FL
  • Jamie Smothers, Tri-County Metropolitan Transportation District of Oregon (TriMet), Portland, OR
  • Mallory Wright, Metropolitan Atlanta Rapid Transit Authority, Atlanta, GA
  • Jennifer L. Young, Senior Communications Specialist, Virginia Railway Express (VRE), Alexandria, VA

State of Good Repair

8:30 - 9:45 a.m.
Bayview B, Bay Level, Hyatt Regency San Francisco

As public transit agencies expand or look to make significant repairs or replacements, communications must take on all forms to reach employees, riders and the public. Strategic communications is critical, and targeting your key messages to specific audiences can be the difference between projects with positive or negative perception. Our panel will share their success stories.

Moderator

  • Hillary Foose, Director, Communication & Strategic Initiatives, Valley Metro, Phoenix, AZ
Panelists
  • Jawauna M. Greene, Director, Office of Marketing & Advertising, Washington Metropolitan Area Transit Authority, Washington, DC
  • Alexia Hinton, Public Communications Officer, Los Angeles County Metropolitan Transportation Authority, Los Angeles, CA
  • Elizabeth Anderson Bousley, Director of Communications & Customer Service, Spokane Transit Authority, Spokane, WA

Communicating Your Way through Natural Disasters

10 - 11:15 a.m.
Bayview B, Bay Level, Hyatt Regency San Francisco

Providing clear, timely, and accurate communication is critical during a disaster. Join our panelists to hear how public transit systems prepared for and communicated – before, during, and after natural disasters. Learn how Houston Metro dealt with Hurricane Harvey; how PSTA (just outside Tampa) met the challenges of Hurricane Irma; and how SMART, a six-week old transit system, dealt with the Napa/Sonoma wildfires.
  
Moderator
  • Bonnie L. Arnold, Chair, Marketing -- PIOs Task Force; Public Information Officer, South Florida Regional Transportation Authority, Pompano Beach, FL
Panelists
  • Jerome Gray, Executive Vice President & Chief Communications Officer, Metropolitan Transit Authority of Harris County, Houston, TX
  • Ashlie Handy, Public Relations Manager/PIO, Pinellas Suncoast Transit Authority, St. Petersburg, FL
  • Jeanne Mariani-Belding, Communications & Marketing Director, Sonoma Marin Area Rail Transit District (SMART), Petaluma, CA

Innovative Customer Experience

10 - 11:15 a.m.
Grand Ballroom A, Street Level, Hyatt Regency San Francisco

Customer experience and perception of transit service now goes beyond our ability to run trains and buses frequently, on time and without disruption. We are all working to expand ridership by providing a comprehensive customer experience that is convenient, attractive and comfortable. Join our panelists to discuss how agencies are utilizing social media, trend tracking, surveillance and remote communications, and customer service integration to positively impact customer perception.

Moderator

  • Amy L. Snyder, Vice Chair, Marketing & Communications Committee; Customer Service Director, Champaign-Urbana Mass Transit District, Urbana, IL
Panelists
  • Yena Jeon, Social Media Manager, Southern California Regional Rail Authority (SCRRA), Los Angeles, CA
  • Wendy Williams, Director of Marketing, Communications and Public Information, Sacramento Regional Transit District, Sacramento, CA
  • Nicole Recker, Vice President of Marketing & Communications, Denton County Transportation Authority, Lewisville, TX

Lunch & Learn: Group Discussions by System Size

11:30 a.m. - 1 p.m.

Pick up your box lunch in the Grand Ballroom Foyer, Street Level, and head to one of three rooms that corresponds with your transit agency's size - small, medium or large. This is an ideal opportunity to discuss challenges your system encounters, your insights, and successes and failures with your marketing and communications colleagues.

SMALL SYSTEMS (Four million or fewer passenger trips annually)
Seacliff C-D, Bay Level
Facilitator
  • Patricia Feeny, Director of Communication, Salem-Keizer Transit, Salem, OR
MEDIUM SYSTEMS (More than four million, but fewer than 20 million passenger trips annually)
Grand Ballroom A, Street Level
Facilitator
  • Michael J. Moreno, Public Affairs Administrator, Regional Transportation Commission of Washoe County, Reno, NV
LARGE SYSTEMS (More than 20 million passenger trips annually)
Bayview B, Bay Level
Facilitator
  • Nevin Grinnell, Vice President/Chief Marketing Officer, Dallas Area Rapid Transit, Dallas, TX

System Redesign: Outreach & Engagement

1:30 - 2:45 p.m.
Grand Ballroom A, Street Level, Hyatt Regency San Francisco

Effective engagement with the public and stakeholders must be substantive and involve two-way conversation if you want to garner support and create positive perceptions. This is extremely critical when agencies are launching new programs or system redesigns. Session panelists will tackle topics that include how an agency created new outreach events to reach new audiences; how an agency rallied employees to engage key stakeholders to promote the launch of new service; and how community engagement helped shape service redesign.

 Moderator

  • Felicia Friesema, Director of Marketing and Communications, Foothill Transit, West Covina, CA
Panelists
  • Belinda Woodiel-Brill, Director of Communications and Service Development, Knoxville Area Transit (KAT), Knoxville, TN
  • Brandi Childress, Media and Public Affairs Manager, Santa Clara Valley Transportation Authority, San Jose, CA
  • Lisa Myers, Public and Media Relations Manager, Central Ohio Transit Authority, Columbus, OH

Tackling the Negative Narrative

1:30 - 2:45 p.m.
Bayview B, Bay Level, Hyatt Regency San Francisco

Hear three case studies that demonstrate how proactively communicating with the media, customers and stakeholders can move the conversation in a positive and productive direction. In Austin, Texas, inviting reporters to regularly-scheduled meetings with subject matter experts is leading to positive earned media. At Kitsap Transit, concerns about a ferry service were addressed in part through online community meetings. And in California, the risk of losing federal funding was overcome with a concerted and coordinated communications campaign.

Moderator
  • Drew Kerr, Public Relations Specialist, Metro Transit, Minneapolis, MN
Panelists
  • Mariette Hummel, Communications Specialist, Capital Metropolitan Transportation Authority, Austin, TX
  • Sanjay Bhatt, Public Information Officer, Kitsap Transit, Bremerton, WA
  • Casey Fromson, Director, Government & Community Affairs, San Mateo County Transit District (SamTrans), San Carlos, CA

Marketing/Design - Branding

3 - 4:15 p.m.
Grand Ballroom A, Street Level, Hyatt Regency San Francisco

Marketing professionals face unique challenges and opportunities when crafting brand strategy and brand campaigns. Learn from our panelists how to manage, strengthen, refresh and sub-brand transit services.

Moderator

  • Candace Sue, Director, Communications & Marketing, San Francisco Municipal Transportation Agency, San Francisco, CA
Panelists
  • Steve Vanagas, Vice President, Customer Communications & Public Affairs, South Coast British Columbia Transportation Authority (TransLink), New Westminster, BC
  • Parks Blackwell, COO & Sr. Vice President, Digital Practice Lead, Pavlov Advertising , Fort Worth, TX
  • Robbie Douglas, Assistant Vice President, Marketing & Advertising, Dallas Area Rapid Transit, Dallas, TX

Publicizing Unique Ridership Situations

3 - 4:15 p.m.
Bayview B, Bay Level, Hyatt Regency San Francisco

Working with the media is essential in order to communicate to the public about any large event’s logistics. Come and learn how your colleagues have worked with the media to disseminate information about extremely large, unique ridership events. LA Metro had to prepare for two massive Women’s Marches and will share how they applied lessons learned from 2017 to the Women’s March that took place just last month. AC Transit will share how they worked with the media for a Warriors NBA celebration parade that was attended by one million people. Following the horrendous attack of the nightclub Pulse in Orlando, learn how LYNX worked with the media for an emotional event that took on a life of its own with less than 48 hours to prepare and an anticipated 50,000 attendance.

Moderator
  • Patty Poist, Communications and Marketing Manager, Tompkins Consolidated Area Transit (TCAT), Ithaca, NY
Panelists
  • Pauletta Tonilas, Secretary, Marketing & Communications Committee; Chief Communications Officer, Los Angeles County Metropolitan Transportation Authority, Los Angeles, CA
  • Robert Lyles, Media Affairs Manager, AC Transit (Alameda Contra-Costa Transit District), Oakland, CA
  • Matthew P. Friedman, Director of Marketing Communications, LYNX - Central Florida Regional Transportation Authority, Orlando, FL

Homeless Roundtable

4:30 - 5:30 p.m.
Bayview B, Bay Level, Hyatt Regency San Francisco

More than 500,000 Americans are considered homeless. Although the absolute number of persons who are homeless has declined in recent years, there is a common perception among public transit professionals, and the communities they serve, that this is a growing problem. Our customer surveys and media reports about the customer experience reinforce this notion. Public transit agencies are challenged to balance their roles as mobility providers and good neighbors. This discussion session is designed to help members share experiences and ideas for helping transit agencies work that balance more effectively.

Facilitator
  • Morgan Lyons, Immediate Past Chair, Marketing & Communications Committee; Co-Chair, Marketing -- Advocacy Communications Task Force; Vice President, External Relations, Dallas Area Rapid Transit, Dallas, TX

Staffing Roundtable

4:30 - 5:30 p.m.
Grand Ballroom A, Street Level, Hyatt Regency San Francisco

Join this open format session and get expert advice regarding attracting, hiring and retaining skilled individuals. We will also discuss staffing levels and hiring initiatives that help organizations move forward.

Facilitator

  • Martin Munguia, Corporate Communications Manager, Snohomish County Public Transportation Benefit Area Corporation (dba Community Transit), Everett, WA

Dinner Groups (Dutch-treat)

6 p.m. -

Your chance to meet other public transit marketing and communications professionals and build your network of industry contacts in a relaxed, casual setting.
 
Sign up in the registration area for a dinner group.
 

Wednesday, February 28

Continental Breakfast

7:30 - 8:30 a.m.
Grand Ballroom Foyer, Street Level, Hyatt Regency San Francisco

Ridership Roundtable

8:30 - 9:45 a.m.
Grand Ballroom A, Street Level, Hyatt Regency San Francisco

Ridership is one obvious, overarching goal that every public transit agency has, whether it be growing or maintaining it. As one of the base measures, ridership has a direct impact on financial resources that support the agency. Growing ridership, at times, can be a moving target. Join this open format session to discuss challenges and tools to help attract and retain riders.

 Facilitator

  • Aaron Weinstein, Chief Marketing Officer, San Francisco Bay Area Rapid Transit District (BART), Oakland, CA

Telling Our Story through Video

8:30 - 9:45 a.m.
Bayview B, Bay Level, Hyatt Regency San Francisco

Storytelling is an effective way to capture the public’s attention. When coupled with video, you have the opportunity to reach a broader audience. This session's panelists discuss the different ways they have told their stories through video. Learn how Albuquerque’s Mid-Region Council of Governments is bypassing public meetings and using video to engage the public and stakeholders in the transportation planning process; TransitCenter's videos have helped advocate for bus improvements; and how LA Metro has developed a one-minute video series that is distributed to 60 cable stations.

Moderator
  • Cyndi Raskin-Schmitt, Director of Communications & Marketing, Pinellas Suncoast Transit Authority, St. Petersburg, FL
Panelists
  • Augusta Meyers, Communications Manager, Mid-Region Council of Governments, Albuquerque, NM
  • Hayley Richardson, Communications Associate, TransitCenter, Inc., New York, NY
  • Joni Goheen, Deputy Executive Officer, Communications/Public Relations, Los Angeles County Metropolitan Transportation Authority, Los Angeles, CA

Social Media Palooza: Day in a Life

10 - 11:15 a.m.
Bayview B, Bay Level, Hyatt Regency San Francisco

Representatives from small, medium, and large agencies describe how they navigate their way through social media. Hear panelists discuss how they prioritize their needs and the resources they have and target their efforts. Join the panel discussion that includes a wide range of social media topics, including analytics, time management, generating content, and dealing with challenges.
 
Moderator
  • Amanda Clelland, Public Information Officer, WeGo Public Transit, Nashville, TN
Panelists
  • Jennifer Balmes, Graphic Design and Marketing Assistant, Roaring Fork Transportation Authority, Aspen, CO
  • Nicole Ramos, Marketing Manager, OMNITRANS, San Bernardino, CA
  • Steve Gladstone, Director, Digital Marketing and Content, Maryland Transit Administration, Baltimore, MD

Social Media Palooza: Social Media in a Call Center

10 - 11:15 a.m.
Grand Ballroom A, Street Level, Hyatt Regency San Francisco

Learn from agencies that have their customer service people doing the customer responses on social media: how it was implemented, how are they trained, how they do on-going training, challenges, how it works within their overall social media strategy, and more.
 
Moderator
  • Brittany Schlacter, Public Outreach Coordinator for Digital Media, Interurban Transit Partnership (The Rapid), Grand Rapids, MI
Panelists
  • Mark Bariglio, Director Customer Service Department, Southeastern Pennsylvania Transportation Authority (SEPTA), Philadelphia, PA
  • James Siler, Assistant Director, Customer Service Department, Southeastern Pennsylvania Transportation Authority (SEPTA), Philadelphia, PA
  • Emily Schubin, Customer Service Center Manager, Keolis Commuter Services, Boston, MA
  • Paul Rose, Chief Spokesperson and Media Relations, San Francisco Municipal Transportation Agency, San Francisco, CA

CLOSING SESSION: That’s a Wrap!

11:30 a.m. - 12 p.m.
Grand Ballroom A, Street Level, Hyatt Regency San Francisco

This is your chance to voice your opinions about APTA’s 2018 Marketing & Communications Workshop and make suggestions for next year’s event.

Facilitator
  • JC Vannatta, Member, APTA Board of Directors; Chair, Marketing & Communications Committee; Director, Communications & Marketing, Tri-County Metropolitan Transportation District of Oregon (TriMet), Portland, OR
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