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Delta’s social media lab opened in 2010. They saw the need for a social media team and implemented a large team to participate in the space.
The lab consists of a control room, conference room, and social media lab pods where the team members do their work.
The multiple pods cover Delta in social media 24 hours and 7 days a week.
The Twitter team consists of 13 delta assist team members. The members manage inquiries and proactively scan for Delta in social media. If a service issue comes up they can call an operations team (e.g., station manager) to implement service recovery or be proactive with customer service.
The Facebook community team, marketing, and delta blog editors are located in the lab.
Notice the Tweet deck monitor in the picture below.
Happy to announce that the DeltaAssist team will expand into Portguese language very soon.
Next stop, we are are headed over to the terminal for the ribbon cutting ceremony.