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Suggested Citation:"Bibliography ." 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. doi: 10.17226/22351.
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Page 137
Page 138
Suggested Citation:"Bibliography ." 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. doi: 10.17226/22351.
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Page 138

Below is the uncorrected machine-read text of this chapter, intended to provide our own search engines and external engines with highly rich, chapter-representative searchable text of each book. Because it is UNCORRECTED material, please consider the following text as a useful but insufficient proxy for the authoritative book pages.

138 BIBLIOGRAPHY “5 Essential & Easy Social Media Metrics You Should Be Measuring Right Now,” KISSMetrics, 2012 [Online]. Available: http://blog.kissmetrics.com/essential-social-media-metrics/ [accessed Sep. 20, 2013]. “20 Best U.S. Airports for Tech Travelers,” PCWorld, 2013 [Online]. Available: http://www.pcworld. com/article/246001/20_best_u_s_airports_for_tech_travelers.html [accessed Sep. 20, 2013]. “A-Z of Social Media: Key Terms in Social Media and Social Networking,” socialmedia, 2013 [Online]. Available: http://socialmedia.wikispaces.com/A-Z+of+social+media [accessed Sep. 20, 2013]. ACI Europe Digital Report 2012, Airport Council International Europe, Brussels, Apr. 2012. “Airport Chatter Aims to Remove Hassle from Navigating an Airport,” NBC News, 2012 [Online]. Available: http://www.nbcnews.com/travel/airport-chatter-aims-remove-hassle-navigating-airpor t-720043?franchiseSlug=travelkit [accessed Sep. 20, 2013]. Airports 2.0: How European Airports Are Embracing Social Media, Airport Council International Europe, Brussels, 2011. “All Inbound Marketing, All the Time,” HubSpot, 2011 [Online]. Available: http://blog.hubspot. com/blog/tabid/6307/bid/6126/The-Ultimate-Glossary-120-Social-Media-Marketing-Terms- Explained.aspx [accessed Sep. 20, 2013]. “ANALYSIS: Why airlines must adapt to social media evolution,” FlightGlobal, 2013 [Online]. Available: http://www.flightglobal.com/news/articles/in-focus-airlines-must-adapt-to-social- media-evolution-382549/ [accessed Sep. 20, 2013]. A Primer on Attribution & Social Media Marketing ROI, Argyle Social, Durham, N.C., 2011. Bannon, D., “State of the Media: The Social Media Report 2012,” Nielson Holdings N.V. and NM Incite, New York, N.Y., 2012, 28 pp. Bates, J., “Social Climbers,” Passenger Terminal World, Mar. 2012, pp. 28–34. Bednard, T., “Friends, Followers, Fans and Tweeps,” presented at the 2011 ACI-NA Marketing and Communications Conference, Cleveland, Ohio, June 21, 2011. Bregman, S., TCRP Synthesis 99: Uses of Social Media in Public Transportation, Transportation Research Board of the National Academies, Washington, D.C., 2012, 57 pp. Bughin, J., M. Chiu, and J. Manyika, “Capturing Business Value with Social Technologies,” McKinsey Quarterly, Nov. 2012, 9 pp. Castles, N., “Social Media: Customer Service Communications,” presented at the 2010 ACI-NA Media Relations Seminar, Las Vegas, Nev., Jan. 28, 2010. Cecconi, E., “Jumping into a Social World: One Toe at a Time,” presented at the 2011 ACI-NA Marketing and Communications Conference, Cleveland, Ohio, June 21, 2011. Chui, M., et al., “The Social Economy: Unlocking Value and Productivity Through Social Technolo- gies,” McKinsey Global Institute, July 2012, 170 pp. Cramers, M., “Agile: Market Research with Social Media,” Salesforce, San Francisco, Calif., Sep. 2012, 12 pp. “Dubai Airports Wins Global Award for Best Airport Use of Social Media,” The Moodie Report, 2013 [Online]. Available: http://www.moodiereport.com/document.php?c_id=6&doc_id=31302 [accessed Sep. 20, 2013]. Feltes, J., “Social Media Tool Kit and Policy Issues,” presented at the 2011 ACI-NA Marketing and Communications Conference, Cleveland, Ohio, June 21, 2011. Five Steps of Air Travel That Smartphones Will Change by 2020, SITA, Atlanta, Ga., 2010. “Glossary of Social Media Terms,” IBM PartnerWorld, 2013 [Online]. Available: https://www-304. ibm.com/partnerworld/wps/servlet/ContentHandler/swg_com_sfw_social_media_glossary_ terms [accessed Sep. 20, 2013]. Halpern, N., “Use of Social Media by Airports,” Journal of Airline and Airport Management, Vol. 2, No. 2, 2012, pp. 67–85. Harrysson, M., E. Metayer, and H. Sarrazin, “How ‘Social Intelligence’ Can Guide Decisions,” McKinsey Quarterly, Nov. 2012, 9 pp. Hollingsworth, R., “Using Your Social Media Policy to Fly through Friendly Skies,” presented at the 2011 ACI-NA Marketing and Communications Conference, Cleveland, Ohio, June 21, 2011.

139 “How Dublin Airport Is Re-thinking PR and Marketing with Social Media—Paul O’Kane Speaks his Mind,” SimpliFlying, 2013 [Online]. Available: http://simpliflying.com/2013/interview- how-dublin-airport-is-re-thinking-pr-and-marketing-with-social-media-paul-okane-speaks- his-mind/18/ [accessed Sep. 20, 2013]. “How UK Airports Use Twitter to Better Communicate with Travelers,” Skift, 2013. Kaufman, S., How Social Media Moves New York Part 2: Recommended Social Media Policy for Transportation Providers, NYU Rudin Center for Transportation, New York, N.Y., Dec. 2012. Kealey, K., “Social Media: A n00b’s Perspective of Twitter,” presented at the 2010 ACI-NA Media Relations Seminar, Las Vegas, Nev., Jan. 28, 2010. “Making the Right Connections,” Airport World, 2013 [Online]. Available: http://www.airport- world.com/publications/all-online-articles/item/2713-making-the-right-connections [accessed Sep. 20, 2013]. Meyer, J., “Social Media Discussion and Roundtable,” presented at the 2010 ACI-NA Media Rela- tions Seminar, Jan. 28, 2010. Rodriguez, J., “Social Media: Customer Service Communication,” presented at the 2010 ACI-NA Media Relations Seminar, Las Vegas, Nev., Jan. 28, 2010. Sattel, J. and N. Rose, The Always-Connected Traveller: How Mobile Will Transform the Future of Air Travel, Amadeus and Travel Tech Consulting, Madrid, Spain, 2011. Smith, A. and J. Brenner, Twitter Use 2012, Pew Research Center, Washington, D.C., May 2012, 12 pp. Stambaugh, C.L., “Social Media and Primary Commercial Service Airports ACRP 11-04: Graduate Research Award Program,” Transportation Research Board of the National Academies, Washing- ton, D.C., 24 pp. Sullivan, J., “SFO & Social Media,” presented at the 2010 ACI-NA Media Relations Seminar, Las Vegas, Nev., Jan. 28, 2010. Swankie, G.B., “Social Media Tool Kit and Policy Issues,” presented at the 2011 ACI-NA Marketing and Communications Conference, Cleveland, Ohio, June 21, 2011. The Rise of Social Media: Enhancing Collaboration and Productivity Across Generations— Executive Summary, American Society for Training and Development and The Institute for Corporate Pro- ductivity, Alexandria, Va., 2010. The Intelligent Airport—Unleashing the Potential, SITA, Atlanta, Ga., 2011. “Top 10 Social Media Initiatives by Airports,” SimpliFlying, 2011 [Online]. Available: http://skift. com/2013/04/04/skiftsocial-what-are-flyers-talking-to-airports-about-on-twitter/ [accessed Sep. 20, 2013]. “Twittairport (part 10): June Ranking—Analyzing the Twitter Accounts of 601 Airports,” Solterbeck, 2013 [Online]. Available: http://www.solterbeck.net/blog/?p=830 [accessed Sep. 20, 2013]. Wells, K., “Social Media Best Practices Airports/Airlines,” presented at the 2011 ACI-NA Marketing and Communications Conference, Cleveland, Ohio, June 21, 2011. VanAuken, K. and R. Hollingsworth, “Social Media and How They Can Benefit Your Airport,” Air- port Magazine, Feb./Mar. 2012, pp. 26–29. “Vision Statement—How People Really Use Mobile,” Harvard Business Review, Jan.–Feb. 2013, pp. 30–31.

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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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