Sunday, February 24

Registration Open

Marketing & Communications Committee Meeting

Welcome to APTA

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

• JC Vannatta, Executive Director of Public Affairs, Tri-County Metropolitan Transportation District of Oregon (TriMet), Portland, OR

• Amy L. Snyder, Deputy Managing Director, Champaign-Urbana Mass Transit District, Urbana, IL
• Pauletta Tonilas, Assistant General Manager, Communications, Regional Transportation District, Denver, CO
• Tara Lynn Bettale, Strategic Communications Manager, HDR, Denver, CO

Welcoming Reception

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

Dinner Groups (Dutch-treat)

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 this evening? No worries, you can attend group dinners scheduled for Monday and Tuesday.

Sign up in the registration area for a dinner group.

Monday, February 25

Continental Breakfast

Registration Open

Opening Session

Come help us kick off APTA’s 2019 Marketing & Communications Workshop. Hear from the association’s leadership on critical initiatives and the state of APTA and the public transportation industry.

Our keynote speaker Scott Crabtree will share dozens of actionable techniques, grounded in solid scientific data, to increase job happiness, therefore effectiveness, organized around the themes of goals, relationships, and attitude.

    • Reboot your workflow for increased focus and creativity
    • Get into a focused zone that will improve your communications & outreach
    • Develop and sustain happiness

• JC Vannatta, Executive Director of Public Affairs, Tri-County Metropolitan Transportation District of Oregon (TriMet), Portland, OR

• Justin T. Augustine, III, Vice-President, Vice -President, Transdev, Lombard, IL

• Paul P. Skoutelas, President and CEO, American Public Transportation Association, Washington, DC

• Scott Crabtree, CEO & Chief Happiness Officer, Happy Brain Science, LLC, Portland, OR

Gamify Your Marketing and Outreach: What You Can Learn from Game Designers

To be successful in today’s changing public transit world, marketing and communications pros must provide interaction and fun to engage and retain both riders and collaborators. Learn how to "Gamify" your marketing and outreach so your audience has more fun, gets more engaged, and rides more often. Learn from the masters of engagement - game developers!

This session will explore:

    • How your communication and outreach can deliver engagement just like a great video game
    • Why giving your audience buy-in or "why-in" is so compelling to getting the work done
    • What game developers know about mastery and why you should also be “rubber banding” to engage your collaborators and audience.

Learn the science that game developers use - and the practical steps any organization can take - to boost engagement and results. This interactive session will practice what it preaches, engage you, and send you away with practical ideas to apply.

• JC Vannatta, Executive Director of Public Affairs, Tri-County Metropolitan Transportation District of Oregon (TriMet), Portland, OR

• Scott Crabtree, CEO & Chief Happiness Officer, Happy Brain Science, LLC, Portland, OR

Planning for Your Next Crisis

Crisis communications planning isn’t always a document. As often as not it’s a mindset coupled with preparation. You know your organization is going to face a crisis. You just don’t know for sure what it is and when it will hit. In this session, experienced crisis communicators will engage the audience and share best practices and common plan elements and processes to help transit communicators be ready for their next crisis.

• Dia Turner, Marketing Manager, Culver CityBus, Culver City, CA

• Morgan Lyons, Owner, Lyons Strategic, Arlington, TX
• Howie Padilla, Metro Transit, Minneapolis, MN
• Lisa Marie Alley, Vice President, Kearns & West, Sacramento, CA

AdWheel Awards Luncheon

Join us for lunch as we honor the 2019 First Place AdWheel Award winners.

Awards will be presented in three categories:

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

• JC Vannatta, Executive Director of Public Affairs, Tri-County Metropolitan Transportation District of Oregon (TriMet), Portland, OR
• Pauletta Tonilas, Assistant General Manager, Communications, Regional Transportation District, Denver, CO

Registration Open

Marketing & Communications Exchange and Roundtables

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 Exchange and gather sample marketing and communications materials from your fellow attendees.

TOPICS:
~ Marketing on a Shoestring Budget
~ Paratransit Travel Training
~ Mobility - How Transit Agencies Are Approaching It
~ Advertising Revenue
~ Safety Campaigns
~ Special Events
~ Communicating Value to Your Communities
~ Public Involvement/Outreach
~ In-Reach: Communicating Programs to Your Employees
~ Get on Board Day 

• Belinda Woodiel-Brill, Chief Planning and Public Information Officer, Knoxville Area Transit (KAT), Knoxville, TN

• Nicole S Berry, Digital Communications and Marketing Manager, Regional Transportation Authority, Chicago, IL

• Julia Schick, Director of Communications, LAKETRAN, Painesville, OH

• William Brennan, Honolulu Authority for Rapid Transportation, Honolulu, HI

• Kristie Cox, Manager of Internal Communications, Greater Cleveland Regional Transit Authority, Cleveland, OH

• Jose Hernandez, OMNITRANS, San Bernardino, CA

• Jacqueline K. Sheader, Public Relations Specialist, Centre Area Transportation Authority (CATA), State College, PA

• Shannon Manning, Senior Vice President, Strategic Communications, DDC Public Affairs, Washington, DC

• Teddy Krolik, Chief of Engagement, Maryland Transit Administration, Baltimore, MD

• Nicole Dufva, Senior Planner, Pinellas Suncoast Transit Authority, St. Petersburg, FL

• Amanda Wanke, CEO, Des Moines Area Regional Transit Authority - DART, Des Moines, IA
• Jennifer Jinadu-Wright, Metropolitan Atlanta Rapid Transit Authority

PIO Shop Talk

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.

• Pauletta Tonilas, Assistant General Manager, Communications, Regional Transportation District, Denver, CO

Customer Service Shop Talk

We work in a customer-oriented industry and customer service is critical for organizational success. Join this informal peer session to share your best practices, stories, ideas, and concerns. Build your customer service network while sharing how you’ve improved the customer experience, turned a situation around, or created loyal customers and brand ambassadors.

• Cindy Medford, Customer Service Manager, Utah Transit Authority, Salt Lake City, UT

Humanizing Your Brand Roundtable

Join this session to learn how you can enhance your marketing campaigns and boost your brand. Panelists will share experiences surrounding viral social media campaigns; building trust through relatable, customer-centered techniques; engaging new audiences; and using humor to allay frustration and fear.

• Vanessa P. Brooks, MA, Hillsborough Transit Authority (HART)

• Robert Willis, Sr Manager Communications - Capital Projects, TransLink, New Westminster, BC
• Dave Whipple, Marketing Communications Manager, Tri-County Metropolitan Transportation District of Oregon (TriMet), Portland, OR
• Linda Webb-Manon, Senior Manager, External Communications, Dallas Area Rapid Transit, Dallas, TX
• Adam Brandolph, Public Relations Representative, Pittsburgh Regional Transit (PRT), Pittsburgh, PA

Dinner Groups (Dutch-treat)

Your chance to further socialize with 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.

Tuesday, February 26

Continental Breakfast

Joint Information Center Tabletop Exercise

This is a unique opportunity to learn from FEMA crisis communications trainers. In this four-hour session – tailored to a public transportation focus – attendees will participate in a simulated large-scale, multi-jurisdictional disaster. Session participants will be asked to fill roles of non-transit PIOs, including role playing as members of the media and local officials. Many participants will be asked to step into unfamiliar roles, in which they will be intentionally pushed beyond their comfort zone so as to better prepare them for the demands of a major activation and what to expect if they participate in a Joint Information Center/System as part of a disaster response.

Participants will be asked to register and will have to commit to the entire four-hour session. There may be a small area where observers can sit.

• Tom Iovino, Communications Director, Florida Department of Health in Manatee County, Bradenton, FL
• Bob Lasher, APR, External Affairs Officer, Pinellas Suncoast Transit Authority, St. Petersburg, FL

Registration Open

2019 Call Center Challenge Finals

After a record year for entries, the 2019 Call Center Challenge finals should not be missed! Join us to watch our five call center finalists - whittled down from a field of more than 60 - 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.

• JC Vannatta, Executive Director of Public Affairs, Tri-County Metropolitan Transportation District of Oregon (TriMet), Portland, OR
• Amy L. Snyder, Deputy Managing Director, Champaign-Urbana Mass Transit District, Urbana, IL

• Tiara Allen, Metropolitan Atlanta Rapid Transit Authority, Atlanta, GA
• Natalie Lujan, Customer Service Rep, Orange County Transportation Authority, Orange, CA
• Charlie Ortiz, Hillsborough Transit Authority (HART), Tampa, FL
• Tiffany Reed, Dallas Area Rapid Transit, Dallas, TX
• Shawana F. White, Metropolitan Transit Authority of Harris County (Houston Metro), Houston, TX

Employee Communications

Just as marketing professionals methodically track the success or failure of campaigns, internal communicators should be able to demonstrate how well they’re reaching their target audience. Join our panelists for ideas to keep an employee audience informed and engaged, even when employees are spread out at varying work locations; and learn how to strengthen communication and operational performance.

• Brittany Schlacter, Interurban Transit Partnership (The Rapid), Grand Rapids, MI

• Jessica Kosmack, Toronto Transit Commission, Toronto, ON
• Jawauna M. Greene, Port Authority of NY & NJ, New York, NY
• Craig Davison, Sound Transit, Seattle, WA

Increasing Ridership Ideas - Pecha Kucha

Join this fast-paced session which will cover ideas to spur ridership. This Pecha Kucha format - a presentation style in which 20 slides are shown for 20 seconds each - yield a rapid, concise and entertaining platform. Hear from panelists who have increased youth summer ridership, increased ridership though social campaigns, balanced advertising and too much demand, created partnerships to expand ridership, and created a call-to-action for new riders by giving a free ride.

• Brandi Stringer, Maintenance of Way, Dallas Area Rapid Transit, Dallas, TX

• Amy E. Hill, MPA, General Manager & CEO, South Bend Public Transportation Corporation (Transpo), South Bend, IN
• Tim E. Healy, Marketing Director, Sound Transit, Seattle, WA
• Mandee Steele Oglesby, Pinellas Suncoast Transit Authority
• Stacie Bishop, San Diego Metropolitan Transit System (MTS), San Diego, CA

Mobile Ticketing

Public transit agencies across North America have or are looking to introduce mobile ticketing at an increasing rate. Mobile ticketing offers benefits, like an improved customer experience and a reduced burden of handling cash, when implemented correctly. Join our panelists to hear their lessons learned, how they attracted new users, and how early communication with riders helped yield a better customer experience and an impressive adoption rate.

• Melissa Chrisman, Vice President of Marketing and Communications, Trinity Metro, Fort Worth, TX

• Candice Marti, Transdev
• Keli Dailey, San Francisco Municipal Transportation Agency (Muni), San Francisco, CA
• Drew Ingersoll, moovel North America, LLC, Portland, OR
• Erin Hockman, Chief External Affairs Officer., Des Moines Area Regional Transit Authority - DART, Des Moines, IA

Luncheon: Messaging for the Public Transit Industry's Advocacy and Outreach Campaign

Participate in an interactive “Illumination Lab” exercise where you will provide direction to position the industry in the local and national investment discussion. In addition, your input will help provide guidance on the best role for local public transit agencies and APTA in the new integrated mobility world.

• Rose Sheridan, Rose Sheridan, Washington, DC

• Dr. Dee T. Allsop, CEO & Managing Partner, Heart+Mind Strategies LLC, Reston, VA
• Tyler McDonald, Senior Manager, GOLIN, Washington, DC

Owning Your Role as Advisor to Senior Leadership

Join this engaging session as it explores the importance of advising senior leadership (CEOs, General Managers, Management Teams, Board of Directors) on message delivery and engagement. The panelists will share effective techniques such as research; talking points nurturing of relationships; message development; chaperoning of interviews; post-interview review; and, much more.

• Nicole Recker, Vice President of Mobility Services & Admin, Denton County Transportation Authority, Lewisville, TX

• Michelle Cantey, Waccamaw Regional Transportation Authority
• Jaime Kazlo, Director of Corporate Communications, Capital District Transportation Authority, Albany, NY
• Jessica Olson, Director of Communications & Training, Greater Dayton Regional Transit Authority, Dayton, OH

Rebranding Your Agency

Public transit marketing and communications professionals strive to create lasting impressions on customers and instill a lasting brand identity. Join us to hear how our panelists have successfully reinvigorated their agency’s image and created stronger brand identity with riders and the public.

• Felicia Friesema, Director of Marketing and Communications, Foothill Transit, West Covina, CA

• Austin Hughes, Lextran, Lexington, KY
• Allison Wichie, Greater Dayton Regional Transit Authority, Dayton, OH

Social Media Tools: Hands-on Workshop

In an extremely competitive online media landscape, we are all working harder and smarter to reach our target audiences. Join us as our panelists showcase live demos of online tools that ultimately made them social media savvy. Also, learn how they capitalized on live webcasts and video content creation to broaden their reach.

• Matthew Hibbard, Bi-State Development Agency (dba Metro)

• Bridget Moss, Kansas City Area Transportation Authority, Kansas City, MO
• Laurel R McJannet, Digital Content Specialist, Community Transit, Everett, WA
• Jeff Holtke, Connect Transit, Normal, IL
• Brendan O'Neill, Connect Transit, Normal, IL

How to Rebrand: Hands-on Workshop

Marketing professionals face challenges and opportunities when developing rebranding strategies and campaigns. Join this session and hear how brand practitioners in the public transit industry manage, strengthen, refresh, or reboot their identity.

• Robbie Douglas, Dallas Area Rapid Transit, Dallas, TX
• Sara Lawrence, Account Supervisor, Belmont Icehouse Advertising, Dallas Area Rapid Transit, Dallas, TX

Outreach to Diverse Audiences

Seeking out and engaging with diverse audiences can be a unique challenge, but the benefits in the community and for your agency can be tenfold. Our panelists will discuss how they engaged with diverse audiences and incorporated new outreach efforts to create messages that went above and beyond and created new community connections.

• Candace Sue, San Francisco Municipal Transportation Agency

• Hendy D. Satya, Marketing and Communications Manager, Foothill Transit, West Covina, CA
• Douglas Sullivan, Manager, External Relations, Pace Suburban Bus, Arlington Heights, IL
• Jacki Lenners, Marketing & Communications Director, Mountain Line, Flagstaff, AZ
• Ayda Safaei, Community Relations Manager, Los Angeles County Metropolitan Transportation Authority, Los Angeles, CA

The World of Customer Care

New software programs, applications, and services are advancing our world of active customer care. This session will offer a discussion and live demonstrations of a variety of tools used to improve the overall customer experience, efficiently track multichannel communication, increase security, and build trust.

• Amy L. Snyder, Deputy Managing Director, Champaign-Urbana Mass Transit District, Urbana, IL

• Bruce Howard, Director, Marketing and Transit Information, Metro Transit, Minneapolis, MN
• Dennis J. Zorzi, Jr., Customer Service Technology Supervisor, Southeastern Pennsylvania Transportation Authority (SEPTA), Philadelphia, PA

System Size Roundtables

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)
   Empire C, 2nd Floor
~ MEDIUM SYSTEMS (More than four million, but fewer than 20 million passenger trips annually)
   Empire B. 2nd Floor
~ LARGE SYSTEMS (More than 20 million passenger trips annually)
   Empire D, 2nd Floor

• Christine Selk, Director of Communication & Customer Experience, C-TRAN

• Cyndi Raskin, Director of Commuter Services and Chief Safety Officer, Tampa Bay Area Regional Transit Authority, Tampa, FL

• Rick C. L'Amie, Director of Marketing, VIA Metropolitan Transit, San Antonio, TX

Dinner Groups (Dutch-treat)

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 for a dinner group in the registration area.

Wednesday, February 27

Continental Breakfast

How to Grow Your Advocacy & Outreach

How do you turn customers and employees into agency advocates? Creating “ambassadors” can expand your reach and create a level of authenticity and trust that is hard to reach at the agency level. Join our panelists to hear how they tapped social media, created heart-felt campaigns, and structured outreach efforts to build a trusted advocacy base.

• Dino Guevarra, Manager, Marketing and Business Development, Santa Clara Valley Transportation Authority, San Jose, CA

• Alicia Trost, Chief Communications Officer, San Francisco Bay Area Rapid Transit District (BART), Oakland, CA
• Glen Becerra, Principal, Becerra Strategies, Simi Valley, CA
• Christina Arthur, Zero Emissions Infrastructure Readiness Lead, City of Seattle Department of Transportation, Vashon, WA

Marketing Campaigns

We all need inspiration! Join us as our panelists showcase their integrated marketing campaigns that captured the attention of customers and the public. Participate in a behind-the-scenes peek, and get tips on how these creative campaigns came together.

• Steve Reilly, Marketing Communications Manager, Regional Transportation District, Denver, CO

• David Martindale, Director, Marketing and Research, San Francisco Bay Area Rapid Transit District (BART), Oakland, CA
• Patty Boyd, Delaware Transit Corporation
• Mike Charbonneau, Chief Communications Officer, Go Triangle, Durham, NC

Social Media Palooza

This session will highlight three recent social media campaigns, showcasing the success of the projects, the results, and budget requirements.

• Martin Munguia, Corporate Communications Manager, Community Transit, Everett, WA

• Frederick L. Siler, Capital Area Transportation Authority, Lansing, MI
• Dave Whipple, Marketing Communications Manager, Tri-County Metropolitan Transportation District of Oregon (TriMet), Portland, OR
• Amanda Clelland, Public Information Officer, WeGo Public Transit, Nashville, TN

The Art of Successful Pitching

This is a great opportunity to learn strategies and tips that will help you succeed in your media pitches. All the panelists previously held positions in the media (reporter, producer, editor) and their past experiences cover local and national perspectives. The presenters will cover a variety of approaches they use in their current jobs, as well as sharing insights from their previous media positions. Don’t miss this!

• Betsy Kachmar, Fort Wayne Public Transportation Corporation/Citilink, Fort Wayne, IN

• Petrina Parker, Kansas City Area Transportation Authority, Kansas City, MO
• Rachel Benavidez, Director, Corporate Communications, VIA Metropolitan Transit, San Antonio, TX
• Hardy Spire, Executive Director, Bridge Chief, GOLIN, Washington, DC

That's a Wrap!

This is your chance to voice your opinions about the 2019 Marketing & Communications Workshop and make suggestions for next year’s event.

• JC Vannatta, Executive Director of Public Affairs, Tri-County Metropolitan Transportation District of Oregon (TriMet), Portland, OR