Customer Communication Engagement -2c

Good organizations share information with the people they serve. The best, most-trusted organizations engage customers in conversation. MoDOT interacts with its customers through social media networking websites and applications.

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Write Up:

Social Media

Good organizations share information with the people they serve. The best, most-trusted organizations engage customers in conversation. MoDOT interacts with its customers through social media networking websites and applications. MoDOT’s social media accounts continue to attract followers. When comparing the second quarters of 2021 and 2022, there was a growth of 33,058 followers on Facebook statewide and 15,359 on Twitter.

During the second quarter of 2022, the most popular Facebook post statewide explained how to report a road concern on MoDOT's website. The post reached more than 92,000 people with 2,200 engagements on Facebook alone.

To better track how customers are interacting with MoDOT on these social media sites, engagements are being measured as well. Engagements are customer interactions with MoDOT's posted content, including likes, shares, retweets, comments and replies. This quarter, MoDOT Facebook pages across the state had 568,384 engagements and Twitter pages had 16,830. 

MoDOT websites had 1,133,277 sessions during the second quarter of 2022. This is down slightly compared to the same period last year. The traveler website sessions were also down slightly this year compared to last with 305,146.

MoDOT videos on YouTube and social media were viewed 3.8 million times in the second quarter of 2022. Additional advertisement video placements were viewed 51.1 million times this past quarter.

Website

Web page Views            
MoDOT Homepage 121,929
St. Louis Weekly Construction Report 23,528
Motor Carrier Services  23,426
Careers 21,469
SaveMOLives Homepage 20,860

YouTube

YouTube Video Views
CMV Motoring Public 894,688
MCRS 4/20 623,783
Click It or Ticket 486,596
MCRS 4/20 (B) 355,421
Show-Me Zero, Longform 348,961

Purpose:

This measure tracks the number of MoDOT customers hitting the department’s social media and website information.

Measurement and Data Collection:

MoDOT gathers information for this measure from a variety of sources, including Google Analytics. Website traffic and YouTube information are cumulative totals based on visits. Facebook and Twitter information is based on account followers. The target for this measure is updated quarterly. This target is established by projecting a 7% improvement over the same quarter in the previous year. 

This measure is linked to the Improve Communications strategy included in the Sharpening Our Strategic Vision initiative. The Citizen’s Guide to Transportation Funding, the new department website and a better Traveler Information Map have been identified as strategies to improve performance.

Results Driver

Contact Photo
Tom Blair, P.E.
Tom Blair, P.E.
Title
St. Louis District Engineer
Department
St. Louis District
Contact Info

Phone: (314) 453-1800

E-mail: thomas.blair@modot.mo.gov

Measurement Driver

Contact Photo
a portrait of Taylor Brune
Taylor Brune
Title
Communications Manager
Department
Communications
Contact Info

Phone: 573-522-3796

Email: taylor.brune@modot.mo.gov