Tour Of Delta’s Social Media Lab

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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.

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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.

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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.

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The Weekly Flyer writes about travel from a business traveler perspective. He travels the world every week accumulating points and miles along the way. Feel free to reach me at theweeklyflyer@gmail.com

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Comments

  1. Interesting. Is this in ATL? I must admit, I get prompt responses if I contact Delta with questions via facebook etc..

  2. Twitter shows 21 people on the team. Why the difference? Is the list of names and their initials out of date?

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