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#HelpMe: Social Media for Customer Service

Tuesday, March 13, 2018 at 11:00 a.m. ET

The rise of social media has changed customer service forever. Organizations must rethink how they address customer service and engagement. In 2015, the Transportation Security Administration launched “AskTSA” to provide real-time responses to passengers. We will discuss what TSA has learned after two years, and how your company can best utilize social media to provide excellent customer service.

David Johnston, Social Media Strategist, TSA

David L. Johnston is the Social Media Strategist for the Transportation Security Administration. As part of TSA’s Office of Public Affairs, he develops and oversees the execution of strategic social media and digital initiatives through awareness campaigns, community engagement, and social customer care. During his two decades in the communications field, David has worked for corporate, non-profit and government organizations. David is a frequent speaker at social media and customer care events. When he’s not in front of his laptop, David will most likely be found turning wrenches in his garage or packing his bag for the next trip.