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SXSW 2018

Customer-First: Inside Social Media at the TSA

With over 60,000 employees working to screen almost 2 million passengers per day, TSA knows about about pressure. So how has the agency maintained its quirky sense of humor on Instagram? How has it been able to launch a wildly successful social customer service effort? And what is the proper way to pack a mummified head for flight? Our panel will pull back the curtain and discuss the details that goes into managing social media for one of the most hands-on agencies in the federal government.

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  1. Can organizations have a brand voice that is both helpful and humorous?
  2. Will social change the way government is speaking with citizens, and vice versa?
  3. How can my organization adopt a “customer-first” approach using social?


  • David Johnston, Social Media Strategist, TSA
  • Jennifer Plozai, Director of External Communications, TSA
  • Curtis (Bob) Burns, Social Media Lead, TSA


David Johnston, Social Media Strategist, TSA

Meta Information:

  • Event: SXSW
  • Format: Panel
  • Track: Government
  • Track 2
  • Level: Advanced
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