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TRB’s Airport Cooperative Research Program (ACRP) Synthesis 56: Understanding the Value of Social Media at Airports for Customer Engagement compiles current literature and practice on how airport operators utilize social media to enhance customer engagement.

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Suggested Citation

National Academies of Sciences, Engineering, and Medicine. 2014. Understanding the Value of Social Media at Airports for Customer Engagement. Washington, DC: The National Academies Press. https://doi.org/10.17226/22351.

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Publication Info

157 pages |  8.5 x 11 |  DOI: https://doi.org/10.17226/22351
Chapters skim
Front Matter i-vii
Summary 1-1
Chapter One - Introduction 2-3
Chapter Two - Social Media Platforms and Management Tools 4-9
Chapter Three - Customer Engagement Strategies Using Social Media 10-12
Chapter Four - The Value of Social Media 13-17
Chapter Five - Social Media Guidelines and Policies 18-18
Chapter Six - Social Media Case Examples 19-131
Chapter Seven - Conclusions 132-134
Glossary of Terms, Abbreviations, and Acronyms 135-136
Bibliography 137-138
Appendix A - Survey Questionnaire 139-143
Appendix B - Selected Survey Participants 144-145
Appendix C - Social Media Guidelines and Policies 146-157

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