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2020 Marketing & Communications Workshop - Program

This page is an overview of the conference schedule and subject to change.

 

Sunday, February 23

Registration Open

12:30 - 6 p.m.
Grand Salon Foyer, Convention Center, Grand Floridian Hotel

Marketing & Communications Committee Meeting

1:30 - 3:45 p.m.
Salons 1-4, Convention Center, Grand Floridian Hotel
Chair, Amy L. Snyder

Welcome to APTA

5:15 - 6 p.m.
Salons 1-4, Convention Center, Grand Floridian Hotel

First time attending APTA’s Marketing & Communications Workshop? Are you new to the public transit industry? Join us and learn how navigate the workshop, acquaint yourself with your peers, and discover APTA resources available to you.

Moderator
  • Amy L. Snyder, Member, APTA Board of Directors; Chair, Marketing & Communications Committee; Chief of Staff, Champaign-Urbana Mass Transit District, Urbana, IL
Panelists
  • Pauletta Tonilas, Vice Chair, Marketing & Communications Committee; Assistant General Manager, Communications, Regional Transportation District, Denver, CO
  • Glen Becerra, Secretary, Marketing & Communications Committee; Executive Officer, Marketing, Los Angeles County Metropolitan Transportation Authority, Los Angeles, CA
  • Richard Ament, Member, APTA Board of Directors; Sr. Vice President, Transit, Outfront Media, New York, NY

Welcoming Reception

6 - 7 p.m.
Summer House Patio, Outdoors, Grand Floridian Hotel

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

 

Monday, February 24

Continental Breakfast

7 - 8 a.m.
Grand Salon Foyer, Convention Center, Grand Floridian Hotel

Registration Open

7 - 11 a.m.
Registration Desk, Convention Center, Grand Floridian Hotel

Opening Session

8 - 10 a.m.
Salons 5&6, Convention Center, Grand Floridian Hotel

Come help us kick off APTA’s 2020 Marketing & Communications Workshop. Hear from the association’s President and CEO on critical initiatives and the state of APTA and the public transportation industry.

No one understands the importance of providing quality customer service better than Walt Disney Parks & Resorts. Our keynote speaker from the Disney Institute will explain why delivering exceptional customer service is all in the details. Excellent service does not simply come from a friendly smile or easy transaction. It results from truly understanding the customer's needs and putting the right guidelines and customer service standards in place, so to exceed their expectations.

Presiding
  • Amy L. Snyder, Member, APTA Board of Directors; Chair, Marketing & Communications Committee; Chief of Staff, Champaign-Urbana Mass Transit District, Urbana, IL
Sponsor Recognition
  • Richard Ament, Member, APTA Board of Directors; Sr. Vice President, Transit, Outfront Media, New York, NY
Host Welcome
  • James E. Harrison, Chief Executive Officer, LYNX - Central Florida Regional Transportation Authority, Orlando, FL
President and CEO's Welcome
  • Paul P. Skoutelas, President and CEO, American Public Transportation Association, Washington, DC
Keynote Speaker
  • Ernesto Salas, Senior Facilitator, Disney Institute, Kissimmee, FL

Crisis Communications

10:15 - 11:45 a.m.
Salons 5&6, Convention Center, Grand Floridian Hotel

Dealing with crisis incidents can take on a life of its own, especially in the age of social media and needing to stay ahead of rapidly changing information. From the killing of a bus operator on duty, to a police dash cam video showing crossing gates not operating, to a general manager who left under fire, learn how peer agencies have dealt with evolving crisis situations internally and externally and how relationships with the media can help.

Moderator
  • Jaime Watson, Chair, Marketing -- PIOs Task Force; Director of Corporate Communications, Capital District Transportation Authority, Albany, NY
Panelists
  • Katie C Dahlstrom, Media Relations Specialist, Metra, Chicago, IL
  • Matthew P. Friedman, Director of Marketing Communications, LYNX - Central Florida Regional Transportation Authority, Orlando, FL

Safety & Security

10:15 - 11:45 a.m.
St. Augustine A&B, Convention Center, Grand Floridian Hotel

In the evolving landscape of protecting our passengers and our employees, this panel of presenters will provide current perspectives. During National Rail Safety Month, Santa Clara VTA launched a safety campaign that was bold and engaging. The City of Albuquerque Transit Department launched a safety campaign to change the culture of driving citywide. And learn about Denver RTD’s suicide prevention campaign and community partnership targeting people whose lives are off track. Join this panel to learn their approaches to enhancing safety and security.

Moderator
  • Robbie Douglas, Assistant Vice President, Marketing & Advertising, Dallas Area Rapid Transit, Dallas, TX
Panelists
  • Brandi Childress, Media and Public Affairs Manager, Santa Clara Valley Transportation Authority, San Jose, CA
  • Vincent Tafoya, Graphic Designer, City of Albuquerque Transit Department, Albuquerque, NM
  • Keith Breitbach, Senior Communications Strategist, Sunny505, Albuquerque, NM
  • Steven Brier, Senior Manager, Marketing, Regional Transportation District, Denver, CO

Lunch & Learn: System Size Roundtables

12 - 2 p.m.

Grab a boxed lunch and head to one of three rooms that corresponds with your agency’s size – small, medium or large. It’s an ideal opportunity to discuss challenges your system encounters, your insights, successes – and failures – with your fellow marketing and communications colleagues.

~  SMALL SYSTEMS (Four million or fewer passenger trips annually) | St. Augustine A&B, Convention Center, Grand Floridian Hotel
~  MEDIUM SYSTEMS (More than four million, but fewer than 20 million passenger trips annually) | Salons 5&6, Convention Center, Grand Floridian Hotel
~  LARGE SYSTEMS (More than 20 million passenger trips annually) | St. Augustine C&D, Convention Center, Grand Floridian Hotel

Facilitator: Small Systems
  • Christine Selk, Communication & Public Affairs Manager, C-TRAN – Clark County PTBA, Vancouver, WA
Facilitator: Medium Systems
  • Hendy D. Satya, Marketing and Communications Manager, Foothill Transit, West Covina, CA
Facilitator: Large Systems
  • Douglas Sullivan, Manager, External Relations, Pace Suburban Bus, Arlington Heights, IL

Registration Open

2 - 4 p.m.
Registration Desk, Convention Center, Grand Floridian Hotel

Marketing & Communications Exchange and Roundtables

2:15 - 4:30 p.m.
Salons 1-4, Convention Center, Grand Floridian Hotel

Join your marketing and communications peers at moderated roundtable discussions on industry topics to gain insight into matters that affect your organization and share your latest successes and challenges. Plus, take time to peruse the Marketing Exchange and gather sample marketing and communications materials from your fellow attendees.

Facilitator
  • Nicole Recker, Vice President of Marketing & Communications, Denton County Transportation Authority, Lewisville, TX
TOPICS:
Obtaining an Accreditation in Public Relations
  • Bob Lasher, APR, External Affairs Officer, Pinellas Suncoast Transit Authority, St. Petersburg, FL
Get on Board Day
  • Jennifer Jinadu-Wright, Senior Director of Marketing & Communications, Metropolitan Atlanta Rapid Transit Authority, Atlanta, GA
Launching a Podcast
  • Alex Eisenhart, Public Affairs Specialist, San Mateo County Transit District (SamTrans), San Carlos, CA
Signage for Public Meetings
  • Melody Lundstrom, Advertising Coordinator, Metropolitan Atlanta Rapid Transit Authority, Atlanta, GA
Student Free Ride Programs
  • Devra Selenis, Chief Communications Officer, Sacramento Regional Transit District, Sacramento, CA
Advancing Technologies to Enhance Customer Services
  • Roan Bennett, Director of Customer Service and Community Relations, Maryland Transit Administration, Baltimore, MD
HR Recruitment Campaigns
  • Nichele L. Laynes, Marketing Manager, AC Transit (Alameda-Contra Costa Transit District), Oakland, CA
Social Media and Service Disruptions
  • Julia Kocs, Communications Manager, AC Transit (Alameda Contra-Costa Transit District), Oakland, CA
Digital Tools to Enhance Internal Communications
  • Lisa Young, Communications Manager, Interurban Transit Partnership (The Rapid), Grand Rapids, MI
  • Brittany Schlacter, Communications Specialist, Interurban Transit Partnership (The Rapid), Grand Rapids, MI
Transit Driver Appreciation Day
  • Maria Arce, Manager of Customer Service and Marketing, Eastern Contra Costa Transit Authority, Antioch, CA
Getting Leadership's Buy-in on Marketing Ideas
  • Stephen Custer, Digital Marketing Coordinator, Salem Area Mass Transit District, Salem, OR
Real-time Information
  • Sarah Anderson, Vice President, Cambridge Systematics, Inc., Cambridge, MA

Customer Service Shop Talk

3:30 - 5 p.m.
Salons 5&6, Convention Center, Grand Floridian Hotel

Let’s hear it. What are the challenges you face in the recruitment and retention of your customer service and call center workforces? Are your phone representatives answering questions on social media? What ways are you discovering quality customer service is increasing the overall rider experience? Are you using any new tech tools you’d recommend? Come talk shop with us!

Facilitators
  • Diana Kebbekus, Customer Support Manager, Valley Metro, Phoenix, AZ
  • Marcus Clark, Customer Service Manager, Sound Transit, Seattle, WA

Technical Tour: Walt Disney World Transportation

3:30 - 5 p.m.
St. Augustine A&B, Convention Center, Grand Floridian Hotel

Get a sneak peek at the magic it takes to provide transportation at Walt Disney World. We’ll begin with a brief presentation, which will provide an over view of the system. Following the presentation, we’ll hop on the famed Walt Disney World Monorail and then a boat to our final destination -- the Walt Disney World Transportation radio room. 

The tour is limited to 60 persons, and is on a first-come, first-served basis. You can sign up at the APTA registration desk following Monday’s Opening Session.

PIO Shop Talk

3:30 - 5:30 p.m.
Salon 8, Convention Center, Grand Floridian Hotel

This popular media relations session is a chance to meet your peers and share thoughts, concerns and best practices in an informal group discussion. In addition to the exchange of media experiences, strategies and ideas, it’s a great opportunity to build your network of transit PIO colleagues. Come talk shop with us!

Facilitator
  • Erin Hockman, Chief External Affairs Officer., Des Moines Area Regional Transit Authority - DART, Des Moines, IA

Networking Happy Hour

6 - 7 p.m.
Grand Salon Foyer, Convention Center, Grand Floridian Hotel

What better way to enjoy yourself after a long, busy day at APTA’s 2020 Marketing & Communications Workshop than attending a Networking Happy Hour. Join old friends and make new friends at this relaxed, casual event. Come expand your network of industry peers.

Networking Happy Hour sponsored by APTA and Transit App.

 

Tuesday, February 25

Continental Breakfast

7:30 - 8:30 a.m.
Grand Salon Foyer, Convention Center, Grand Floridian Hotel

Registration Open

8 a.m. - 1 p.m.
Registration Desk, Convention Center, Grand Floridian Hotel

2020 Call Center Challenge Finals

8:30 - 9:45 a.m.
Salons 5&6, Convention Center, Grand Floridian Hotel

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 will claim the title of public transit’s best call center employee.

Hosts
  • Amy L. Snyder, Member, APTA Board of Directors; Chair, Marketing & Communications Committee; Chief of Staff, Champaign-Urbana Mass Transit District, Urbana, IL
  • Pauletta Tonilas, Vice Chair, Marketing & Communications Committee; Assistant General Manager, Communications, Regional Transportation District, Denver, CO
Contestants
  • Joshua Bryden, Senior Customer Service Representative, Access Services, El Monte, CA
  • Dayna DeLaFuente, Customer Service Representative, Corpus Christi Regional Transportation Authority, Corpus Christi, TX
  • Aimee Hanson, Customer Experience Agent, Tri-County Metropolitan Transportation District of Oregon (TriMet), Portland, OR
  • Natalie Lujan, Customer Service Rep, Orange County Transportation Authority, Orange, CA
  • Nancy Saia, Customer Service Specialist, Southeastern Pennsylvania Transportation Authority (SEPTA), Philadelphia, PA

Technology

8:30 - 9:45 a.m.
Salons 1-4, Convention Center, Grand Floridian Hotel

Another app? Yes! Learn how three transit systems implemented, upgraded, or partnered with various platforms to give their customers an improved experience. And how they navigated the bumps along the road.

Moderator
  • Angela Castro, Chief Strategy, Policy and Marketing Officer, Regional Transportation Commission of Southern Nevada, Las Vegas, NV
Panelists
  • Brandi Stringer, Sr. Manager, Marketing, Dallas Area Rapid Transit, Dallas, TX
  • Kaj Huddart, Business Development, Transit App, Montreal, QC
  • JC Vannatta, Immediate Past Chair, Marketing & Communications Committee; Managing Director, Communications, Marketing & Customer Experience, Tri-County Metropolitan Transportation District of Oregon (TriMet), Portland, OR

Hands-On Media Training

9:45 - 11:15 a.m.
St. Augustine C&D, Convention Center, Grand Floridian Hotel

We all need to stay on top of working with the media, and even seasoned media professionals need to brush up on their skills from time to time. This media training refresher will review tips and techniques for working with the press, and provide a hands-on experience with participants working up messaging for mock scenarios and doing taped on-camera interviews. The trainers will then provide feedback to help you be a better spokesperson. 

This session is limited to 20 people, and is on a first-come, first-served basis. You can sign up at the APTA registration desk following Monday’s Opening Session.

Facilitators
  • Joni Honor, Deputy Executive Officer, Communications/Public Relations, Los Angeles County Metropolitan Transportation Authority, Los Angeles, CA
  • Marta Sipeki, Senior Manager, Public Relations and Engagement, Regional Transportation District, Denver, CO

Employee Communications

10 - 11:15 a.m.
St. Augustine A&B, Convention Center, Grand Floridian Hotel

We creatively engage with our passengers, so why not try some creativity with our employees? This panel of presenters is all about our internal customers and how to not only reach but to elevate them. Custom video content, empowering productive employee use of social media, and an “In-Reach” program to collect front-line perspectives are the focus of this session that are certain to spark some creativity you can take back and share.

Moderator
  • Jennifer Vides, Chief Marketing and Communications Officer, Southern California Regional Rail Authority (SCRRA), Los Angeles, CA
Panelists
  • Lincoln Sklar, lsklar@blacksburg.gov, Communications and Customer Support Assistant, Blacksburg Transit, Blacksburg, VA
  • Keisha Farrell, Inreach Coordinator, Maryland Transit Administration, Batimore, MD
  • Adriana Hemzacek, Content Marketing Strategist, Cubic Transportation Systems, Chicago, IL

Increasing Ridership

10 - 11:15 a.m.
Salons 1-4, Convention Center, Grand Floridian Hotel

How has your system’s ridership been trending? Looking for a boost? Maybe you’ll even take a plateau? This fast-paced session is going to tackle this popular issue with innovation and data-driven action. From college pass programs to targeting youth ridership with free fares, from the launch of research-guided micro-transit to leveraging special events, these presenters are ready to jolt the audience with some positivity!

Moderator
  • Russ Frank, Member, APTA Board of Directors; Vice President, Customer Service, Metropolitan Transit Authority of Harris County, Houston, TX
Panelists
  • Drew Ingersoll, Product Marketing Manager, moovel North America, LLC, Portland, OR
  • Bruce Howard, Director, Customer Services & Marketing, Metro Transit, Minneapolis, MN
  • Stella Lin, Department Manager, Marketing & Customer Engagement, Orange County Transportation Authority, Orange, CA
  • Devra Selenis, Chief Communications Officer, Sacramento Regional Transit District, Sacramento, CA
  • Anurag Komanduri, Director, Data Analytics and Travel Behavior, Cambridge Systematics, Inc., Los Angeles, CA

AdWheel Awards Luncheon

11:30 a.m. - 1:15 p.m.
Salons 5&6, Convention Center, Grand Floridian Hotel

Join us for lunch as we honor the 2020 First Place AdWheel Award winners.

Awards will be presented in three categories:

~  Best Marketing and Communications to Increase Ridership or Sales
~  Best Marketing and Communications Educational Initiative
~  Best Marketing and Communications to Highlight Public Transit Needs/Funding

Come celebrate your fellow public transit communicators for their exceptional work.

Hosts
  • Amy L. Snyder, Member, APTA Board of Directors; Chair, Marketing & Communications Committee; Chief of Staff, Champaign-Urbana Mass Transit District, Urbana, IL
  • Glen Becerra, Secretary, Marketing & Communications Committee; Executive Officer, Marketing, Los Angeles County Metropolitan Transportation Authority, Los Angeles, CA

Build Content to Build Media Relationships

1:30 - 2:45 p.m.
St. Augustine A&B, Convention Center, Grand Floridian Hotel

Newsflash: the days of just sending a press release are over. It takes much more to grab the attention of media and the public today. In this session, one agency will share how they are using bus surveillance footage to highlight “everyday hero” transit employees. Another agency will share how they create a compelling podcast to shine an interesting and sometimes humorous light on a transit provider—and make news where you may not expect to find it. Finally, the panel includes a local Orlando reporter who will offer her perspective on how to get a reporter’s attention and her experience of covering transit in the region.

Moderator
  • Susan Bisno Massel, Director of Marketing and Communications, Regional Transportation Authority, Chicago, IL
Panelists
  • Kristina Hoffman, Director of Marketing & Communications, Milwaukee County Transit System, Milwaukee, WI
  • Alex Eisenhart, Public Affairs Specialist, San Mateo County Transit District (SamTrans), San Carlos, CA
  • Shannon Butler, Investigative Reporter, WFTV Orlando (ABC affiliate), Orlando, FL

Marketing/Design

1:30 - 2:45 p.m.
Salons 1-4, Convention Center, Grand Floridian Hotel

Heroes assemble! The red phone is ringing in for innovative transit marketing and design ideas! This panel is answering the call as they go after enhancing workforce development with local schools, branding a new transit line with community input, executing a full system redesign with a 4.5% increase in ridership, and shouldering user experience by placing it in the forefront of everyday communications. This display of heroism is one you do not want to miss.

Moderator
  • Martin Munguia, Corporate Communications Manager, Snohomish County Public Transportation Benefit Area Corporation (dba Community Transit), Everett, WA
Panelists
  • Dave Whipple, Marketing Communications Manager, Tri-County Metropolitan Transportation District of Oregon (TriMet), Portland, OR
  • Brandon Guidry, Manager, Digital & Traditional Marketing, Capital Metropolitan Transportation Authority, Austin, TX
  • Darcy B. Buckley, Montgomery County Transit Services/Ride On, Rockville, MD
  • Pamela Clark, Owner/Principal, Clark Concepts, LLC, Rockville, MD
  • Jennifer Jinadu-Wright, Senior Director of Marketing & Communications, Metropolitan Atlanta Rapid Transit Authority, Atlanta, GA

Research

1:30 - 2:45 p.m.
St. Augustine C&D, Convention Center, Grand Floridian Hotel

In-depth, well-executed research can set a marketing or communications strategy free. It’s what our CEOs, board chairs, and customers want to hear and it’s how we as professionals want to drive change. These three presenters will give you extended tours of their recent research. One will cover a multi-phased customer segmentation study that seeks to establish customer journeys, thereby enhancing customer engagement. The other will provide insights from internal and external data sources, coupled with the agency’s Women & Girls Governing Council study, into why sexual harassment is under-reported, as well as identify actionable opportunities to improve safety overall. The third participant will provide an in-depth look at LA Metro’s use of a brand tracker to keep on top of brand health and other useful insights to better communicate with your community.

Moderator
  • Aaron Weinstein, Los Angeles County Metropolitan Transportation Authority, Los Angeles, CA
Panelists
  • Arun Mamtani, Founder and CEO, ResearchFidelity Inc., Dallas, TX
  • Bernadette Mindiola, Sr. Director, Marketing, Los Angeles County Metropolitan Transportation Authority, Los Angeles, CA
  • Glen Becerra, Secretary, Marketing & Communications Committee; Executive Officer, Marketing, Los Angeles County Metropolitan Transportation Authority, Los Angeles, CA

Building a Communications Foundation: Role of Agencies in Transit Ballot Measures

3 - 4:15 p.m.
Salons 1-4, Convention Center, Grand Floridian Hotel

In this interactive session, speakers from local transit agencies will discuss communications tools and vehicles they have used to create community support for transit. Hear successes, challenges, and innovative ways they have created a communications foundation for transit community movements in their localities. Come prepared to share ideas and best practices with your fellow public transit marketing and communications peers!

Moderator/Panelist
  • Julia Schick, Director of Communications, LAKETRAN, Painesville, OH
Panelists
  • Brittany Hoffman, Public Information Specialist, Valley Metro, Phoenix, AZ
  • Katherine Conrad, Director of Client Services, Ohio Transit Risk Pool, Wadsworth, OH

Communicating Challenges and Opportunities

3 - 4:15 p.m.
St. Augustine A&B, Convention Center, Grand Floridian Hotel

Delivering challenging news to reporters, passengers, and stakeholders can be a daunting task. Robust and transparent messaging, strong media relationships, timely communications across all available channels, and creating opportunities for community input are key components of delivering difficult messages successfully. In this session, you’ll learn how other agencies have handled complex communications and lessons learned from those initiatives.

Moderator
  • Christina Belmont, Chair, Fare Collection Systems - Programs & Planning Subcommittee; Sr. Marketing Manager, Genfare, Elk Grove Village, IL
Panelists
  • Douglas Sullivan, Manager, External Relations, Pace Suburban Bus, Arlington Heights, IL
  • Justin Thompson, Public Relations Manager, Keolis Commuter Services, Boston, MA
  • Pauletta Tonilas, Vice Chair, Marketing & Communications Committee; Assistant General Manager, Communications, Regional Transportation District, Denver, CO

Outreach

3 - 4:15 p.m.
St. Augustine C&D, Convention Center, Grand Floridian Hotel

In our hyper-digital age, public outreach is still a valued and expected aspect of service delivery. Looking for some fresh ideas? These presenters share their unique take on outreach. SacRT hired a team of 20 temporary employees called “SacRT Street Team,” who interacted with nearly 16,500 riders in three months to let riders and the public know about service changes. Go Triangle staff prioritizes authentic community engagement strategies, in particular, cultural competency. BART took the path to equity by developing rider profiles through data, surveys, and in-person outreach to shape an alternative bus service plan.

Moderator
  • Denise Beck, Manager of Marketing & Community Outreach, Greater Portland Transit District, Portland, ME
Panelists
  • Jessica Gonzalez, Director of Marketing, Communication and Public Information, Sacramento Regional Transit District, Sacramento, CA
  • Andy Willard, Public Engagement Specialist, Go Triangle, Research Triangle Park, NC
  • Anna Duckworth, Communications Officer, San Francisco Bay Area Rapid Transit District (BART), Oakland, CA

Technical Tour: LYNX Maintenance/Body Shop & Call Center

3:30 - 6 p.m.
Grand Salon Foyer, Convention Center, Grand Floridian Hotel

Join our host LYNX for a behind-the-scenes tour of two of its facilities. Ride along as your tour makes two stops: the LYNX Maintenance and Body Shop and the LYNX Call Center. Don’t miss this opportunity!

The tour is limited to 55 persons, and is on a first-come, first-served basis. You can sign up at the APTA registration desk following Monday’s Opening Session.

Transit Advertising/Contracting Roundtable

4:30 - 5:30 p.m.
Salons 1-4, Convention Center, Grand Floridian Hotel

Bringing in advertising revenue on transit buses, at rail stations, and beyond has never been more complicated. From First Amendment Rights to government property issues, from discerning the limitations of public forum to navigating new product categories like marijuana, gambling, and beyond, this topic is as fresh as ever. Join this moderated roundtable, which will include ample time for your questions and comments, as we tackle all things related to transit advertising.

Facilitator
  • Jacqueline K. Sheader, Public Relations Specialist, Centre Area Transportation Authority (CATA), State College, PA
Speaker
  • Patrick J. Smith, Senior VP/Associate General Counsel/Chief Compliance Officer, Outfront Media, New York, NY
 

Wednesday, February 26

Continental Breakfast

7:30 - 8:30 a.m.
Grand Salon Foyer, Convention Center, Grand Floridian Hotel

Social Media

8:30 - 9:45 a.m.
Salons 1-4, Convention Center, Grand Floridian Hotel

Social media success can take many forms. This panel will showcase how to leverage user generated content to make a topic go viral; how to create an online and in-person dialogue between customers, elected officials and community leaders; and how to super charge new app adoptions with social media and a minimal budget. Discover how to measure and repeat success – or pivot to another tactic – by understanding social media analytics.

Moderator
  • Bridget Moss, Chair, Marketing -- Social Media Task Force; Digital Content Editor, Kansas City Area Transportation Authority, Kansas City, MO
Panelists
  • Halee Gerenday, Public Relations Specialist, METRO Regional Transit Authority, Akron, OH
  • Zachary Hernandez, Chief Analyst, AlphaVu, Washington, DC
  • Veronica Battisti, Senior Director, Marketing, Maryland Transit Administration, Baltimore, MD
  • Alicia Trost, Chief Communications Officer, San Francisco Bay Area Rapid Transit District (BART), Oakland, CA

You're in the Driver's Seat

8:30 - 9:45 a.m.
Salons 5&6, Convention Center, Grand Floridian Hotel

We’re starting this session with an empty slate, but it won’t last long! Join us for this interactive session where you’ll become an active participant by suggesting topics for group discussion. This participant-driven session allows you to have thought-provoking discussions with some of the brightest minds in the industry--about the topics that matter to you most.

Facilitator
  • Cyndi Raskin, Director of Commuter Services, Tampa Bay Area Regional Transit Authority, Tampa, FL

Customer Experience

10 - 11:15 a.m.
Salons 1-4, Convention Center, Grand Floridian Hotel

Customer service is not synonymous with customer experience. Don’t believe that? Let this panel challenge your thinking and approach as they unravel the definitions of each and how to permeate the concepts of customer experience throughout your organization. The session will be capped by a real-world case study built with customer experience in the forefront.

Moderator
  • Amy L. Snyder, Member, APTA Board of Directors; Chair, Marketing & Communications Committee; Chief of Staff, Champaign-Urbana Mass Transit District, Urbana, IL
Panelists
  • Steve Gladstone, Director, Digital Marketing and Content, Maryland Transit Administration, Baltimore, MD
  • Jon Bell, Senior Manager, Customer Experience, Tri-County Metropolitan Transportation District of Oregon (TriMet), Portland, OR

Video/Animation/Editing

10 - 11:15 a.m.
Salons 5&6, Convention Center, Grand Floridian Hotel

Dive into a master class of video production led by professionals who know the value of a dollar. Gain confidence in a “101-style” presentation to prepare for and create in-house videos. Learn how to leverage social media influencers through video while still advancing your system’s messaging. And finally, see how one system uses partnerships to stretch their video dollars to achieve their goals.

Moderator
  • Belinda Woodiel-Brill, Chief Plannig and Public Information Officer, Knoxville Area Transit (KAT), Knoxville, TN
Panelists
  • Eric Florip, Public Affairs Coordinator, C-TRAN – Clark County PTBA, Vancouver, WA
  • Conan Low, Multimedia Specialist, San Mateo County Transit District (SamTrans), San Carlos, CA
  • Dia Turner, Marketing Manager, Culver CityBus, Culver City, CA

Closing Session: That's a Wrap!

11:30 a.m. - 12 p.m.
Salons 5&6, Convention Center, Grand Floridian Hotel

This is your chance to voice your opinions about APTA’s 2020 Marketing & Communications Workshop and make suggestions for next year’s event.

Facilitator
  • Amy L. Snyder, Member, APTA Board of Directors; Chair, Marketing & Communications Committee; Chief of Staff, Champaign-Urbana Mass Transit District, Urbana, IL