1 2016 Community Involvement & Communications Year-in-Reviewcapmetro.org | January 23, 2017
2 Community Involvementcapmetro.org | Community Involvement
3 What We Do Community Engagement Community PartnershipsPromote Transit Use Collaboration capmetro.org | Community Involvement
4 Engaging our CommunityPublic Meetings Public Hearings Webinars Online Surveys Pop-Up Outreach At stop/station Engagement bus Community gathering places capmetro.org | Community Involvement
5 Engaging our CommunityGathering Input: What is informed consent? “willingness of opponents to ‘go along’ with a course of action that they — actually — are opposed to” —Hans Bleiker capmetro.org | Community Involvement
6 Engaging our Community125 public meetings & engagement events 10,101 citizens engaged 3601 engaged in-person 6500 survey responses 73,870 hours of staff time capmetro.org | Community Involvement
7 Engaging our CommunityOther Engagement Initiatives Downtown Station Plaza Saltillo Transit Development Plans Service Changes Budget Project Connect Total Engagement Events in 2016: 547 capmetro.org | Community Involvement
8 Try Transit Outreach by the Numbers Presentations 260 Tabling 991Tabling Events Trip Planning Outreach by the Numbers Presentations Tabling Transit Adventures Transit Adventures capmetro.org | Community Involvement
9 Try Transit Targeted Communities Major Employers Mid-rise CondosNeighborhoods Older Adults Higher Education capmetro.org | Community Involvement
10 Make friends. Shift modes.Try Transit Outreach to 12,000 households Participation by 5.4% of households Reduced by 3.3% single occupant vehicle trips Increased by 5.9% transit use Make friends. Shift modes. capmetro.org | Community Involvement
11 Community CollaborationsPartnership with Central Texas Food Bank and Whole Foods since 2012 2016 goal: 50,000 meals for Central Texas Families 2016 total: over180,000 meals! capmetro.org | Community Involvement
12 Community CollaborationsCaritas Refugee Orientation to over 350 people Operation Life saver training to over 4,000 middle school students Over 40 staff volunteers in the Pride Parade 20 staff volunteers in Juneteenth Parade capmetro.org | Community Involvement
13 Community CollaborationsPartnerships with more than 25 Community Organizations Austin Black Chamber Greater Austin Gay & Lesbian Chamber Austin Young Chamber Bike Austin Bike Texas Caritas of Austin Congress for the New Urbanism Conversation Corps Creative Action Dove Springs Proud Earth Day Austin Easter Seals of Central Austin Greater Austin Hispanic Chamber Greater Austin Chamber of Commerce Network of Asian American Organizations Foundation for the Homeless Friends of Zilker Park GENAustin HousingWorks Austin International Hispanic Network Leadership Austin NAACP Women’s Transportation Seminar capmetro.org | Community Involvement
14 Questions? capmetro.org | Community InvolvementOur mission is to enhance and protect the agency’s reputation by providing accurate, transparent and timely communications that inform and educate our riders and others in the community. And we are pleased and proud to be able to do so. Thanks very much for allowing me the time to talk about what our team does for Capital Metro and for our riders. capmetro.org | Community Involvement
15 Communications 2016 Year-in-Review capmetro.org | Communications
16 Areas of ResponsibilityMedia Relations Social Media Written Communications Crisis Communications Special Events capmetro.org | Communications
17 Media Relations Serve as Public Information OfficersConduct interviews/Prep others Research answers to media inquiries/PIRs Set up news conferences capmetro.org | Communications
18 Media Relations At-a-Glance250+ media inquiries (English and Spanish); up from in 2015 (81% increase) 60+ news releases & media alerts 20 editorial media briefings (Linda Watson and PIOs) News conferences/media events – Plaza Saltillo, Connections 2025, Austin Don’t Rush, Mobility ATX, KEYE's “We Are Austin" capmetro.org | Communications
19 2016 Equivalent Ad Value capmetro.org | Communications
20 2016 News Headlines “Cap Metro embraces frequency as its future” — Community Impact “CapMetro wants to build 8 new park and rides” — Austin Business Journal “CapMetro board approves Plaza Saltillo plan” — KXAN “CapMetro says new proposal would offer riders more options” — CBS Austin “Transit plan could bring Cap Metro to Round Rock” — Austin American-Statesman capmetro.org | Communications
21 2016 News Highlights TrAmaine Hill in Arthur Murillo in TribezaLinda Watson in Austin Monthly Arthur Murillo in Tribeza We work with publications both local and national to highlight and profile our wonderful staff, whether they’re executives like President Watson or bus operators like TrAmaine Hill, who featured in Austin Monthly’s profiles of Austinites who work overnight. TrAmaine Hill in Austin Monthly Elaine Timbes in Passenger Transport capmetro.org | Communications
22 Social Media Facebook Instagram Videos Photos GraphicsSocial media helps the Communications Department quickly and accurately respond to our customers. Use rich content marketing strategy to engage followers through Videos Photos Graphics capmetro.org | Communications
23 Social Media Twitter 76 Blog Posts in 2016National Donut Day — 1,000 shares! It allows us to reach an even larger audience due to the sharing nature of social media. Capital Metro has more social media followers than any other transit agency in Texas. The ability to communicate and interact with our riders is the whole point of our social media presence and the real reason our following is so strong. capmetro.org | Communications
24 Facebook Growth 364% INCREASE SINCE 2013 Now at 14,300 followerscapmetro.org | Communications
25 Twitter Growth 540% INCREASE SINCE 2013 Now at 17,700 Followerscapmetro.org | Communications
26 Social Media Campaign: The Austin CollectiveTumblr Facebook Twitter Instagram East Side Studio Tour We teamed up with 15 Austin photographers and filmmakers who produced 197 photos with stories and 10 videos of our riders for this social media initiative. Photos and videos were also presented as an East Austin Studio Tour art exhibition in November. 1,100+ people saw the exhibition in just 4 days. 9.7 million total impressions Over 390,000 video views capmetro.org | Communications
27 How Capital Metro Stacks UpWE HAVE THE LARGEST SOCIAL MEDIA PRESENCE OF ANY TRANSIT AGENCY IN TEXAS CMTA DART Houston VIA The T capmetro.org | Communications
28 Written CommunicationsIf you’ve read it, we wrote it! Press & Gov’t Relations Materials Marketing Campaigns Annual Report Collateral Rider/App Alerts capmetro.org | Communications
29 2016 Highlight — New WebsiteFor much of the past two years, we’ve been working on a redesign of the Capital Metro website. That process involve an almost complete re-write of every page on the website and coordination across the Marketing department and with the rest of the agency, as well. It launched in December. capmetro.org | Communications
30 Special Events WebpagesWe also regularly provide website copy and messaging for unique pages that run for a period of time during special events or for promotions. Some examples are ACL Fest, South by Southwest, when we made the changes to TVMs, and when we offered free rides on election day. capmetro.org | Communications
31 Crisis and Emergency CommunicationsSocial media App notifications Media alerts Website updates GO Line updates Rider alerts Service alerts Media interviews Employee s 24/7 Hotline In 2014, Communications decided that we needed to review our crisis response process. Out of that, came some changes, including the institution of a 24/7 media hotline and establishment of a new protocol that appoints a primary spokesperson and a back-up PIO. capmetro.org | Communications
32 Special Events 2016 SXSW Formula 1 ACL Stuff the Bus Food Drive 30th Anniversary Customer Appreciation Event Manor Circulator Launch Along with the Community Involvement team, we plan and execute all aspects of special events. Examples: 2016 SXSW / Formula 1 / ACL / Stuff the Bus (annual) Connections 2025 Draft Plan Rollout – 2016 Halloween, 4th of July, free rides for Election Day Other prior notable events: 30th Anniversary Customer Appreciation Events (Multiple sites) – 2015 MetroRapid rollout – 2014 Mobile App rollout – 2014 MetroRail Millionth Customer Event – 2012? Other capmetro.org | Communications
33 Workplace Safety Programs Audit2016 APTA Commendation Workplace Safety Programs Audit "The Media Relations Department has utilized all assets and tools available through the social network. These programs include Facebook and Twitter. Timely information is communicated to the riding public, as well as the impact the situations or event may have on the public in general. Cap Metro has a person assigned to coordinate the social media messaging and has the largest social media network following in Texas. APTA commends the efforts to control its brand in the social media option." capmetro.org | Communications
34 A Final Note Every major project and initiative at Capital Metro in 2016 had a Communications staff member on the team to ensure our riders and the community had the most accurate and updated information. These included: Plaza Saltillo Connections 2025 MetroRail Improvements Downtown Station Project Connect Express Lanes on MoPac Open Carry Law TVM Switchover Fare Change Service Changes Park & Rides App Traveler Tools capmetro.org | Communications
35 Questions & Thank You capmetro.org | CommunicationsOur mission is to enhance and protect the agency’s reputation by providing accurate, transparent and timely communications that inform and educate our riders and others in the community. And we are pleased and proud to be able to do so. Thanks very much for allowing me the time to talk about what our team does for Capital Metro and for our riders. capmetro.org | Communications