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Improving Transport for London's customer service via social media - an #IPASocialWorks case study (2014)

This case study featuring Transport for London (TfL) is part of the #IPASocialWorks initiative which brings together the IPA, The Marketing Society and MRS with sponsorship from Facebook, LinkedIn and Twitter to identify good practice in social media effectiveness and measurement.

The case describes how TfL used various social media feeds to keep travellers aware of transport issues and to humanize the brand's service teams.

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