Understanding the Value of Social Media at Airports for Customer Engagement (2014) / Chapter Skim
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5 Many of the most popular social media platforms or channels are less than 10 years old, as shown on Figure 2, and continue to incorporate new features and capabilities. SOCIAL MEDIA PLATFORMS The airport operators and non-aviation businesses interviewed for this Synthesis together use 16 social media platforms, as shown in Table 1.
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6 Instagram, Pinterest, and Flickr Instagram, Pinterest, and Flickr are photo-sharing social media platforms that allow users to post and share photos across other social media platforms. Instagram and Flickr also facilitate video sharing.
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7 photo-sharing platforms to organize pictures into albums, including pictures of airport and community events, airport and aviation memorabilia, and vintage airline posters. Yelp and Qype Yelp and Qype are local search websites that allow users to comment on the quality of services provided at businesses and airports.
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8 in Table 2. Both tools have similar functionality and are used to monitor social conversations and schedule posts.
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9 Facebook Insights Facebook Insights is free and provides Facebook page owners with metrics around their content, including the demographics of their audience and how people are discovering and responding to their posts. A Facebook page must have 30 likes to access Insights.
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10 through primary communication channels available to Mall of America customers. ESP brings together the Mall of America website; social media channels; telephone, text, and dispatch teams; guest services; and security into a newly designed space that will allow the ESP team members to actively listen to customers and retailers and promptly respond to them.
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