TSA seeks free outside help with social media pilot
- By Mark Rockwell
- Nov 20, 2015
The Transportation Security Administration is looking for an industry expert to assist in developing a new social media program to help air travelers get questions answered while they're in transit.
TSA has posted a job opening notice via the Department of Homeland Security's Loaned Executive Program seeking a seasoned private-sector professional with experience in developing and managing social media services. The DHS program brings in outside experts to share their expertise on short-term, unpaid assignments.
TSA said it wants a senior adviser to work for six months, possibly a year, in its Arlington, Va., headquarters and its Transportation Security Operations Center in nearby Reston, Va. The adviser will help the agency establish @AskTSA, a Twitter account the agency launched this fall to experiment with giving passengers real-time responses to their questions about air travel.
Interested executives better act quickly, though. DHS is only taking applications until Dec. 11.
Applicants must currently serve in a senior-level management or related position, and have in-depth knowledge of current and emerging methodologies for social media-based customer service. Additionally, they must have "extensive senior-level experience in developing, implementing and administering social media customer service/engagement programs," the notice states.
Among other things, the senior adviser will develop policy, directives and training for the @AskTSA pilot program; recommend mission-related approaches to social media customer service; and suggest ways to establish a comprehensive database of frequent customer inquiries.
Mark Rockwell is a senior staff writer at FCW, whose beat focuses on acquisition, the Department of Homeland Security and the Department of Energy.
Before joining FCW, Rockwell was Washington correspondent for Government Security News, where he covered all aspects of homeland security from IT to detection dogs and border security. Over the last 25 years in Washington as a reporter, editor and correspondent, he has covered an increasingly wide array of high-tech issues for publications like Communications Week, Internet Week, Fiber Optics News, tele.com magazine and Wireless Week.
Rockwell received a Jesse H. Neal Award for his work covering telecommunications issues, and is a graduate of James Madison University.
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