The Transportation Security Administration, following the lead of several major airlines, is considering a plan to respond directly to questions and comments from travelers, via
The agency that was formed in the wake of the Sept. 11, 2001, terrorist attacks sent out a solicitation last week for a business to help the TSA create a web-based system that lets a team of ten employees respond to Twitter posts aimed at the agency. The TSA would reply with the handle @AskTSA.
“Our goal is to improve the traveler’s experience through one-to-one conversations on Twitter to actively assist customers before, during and after their travel,” TSA spokesman
Many major airlines already use social media to communicate directly with their customers by answering questions in real time. In some cases, airline representatives give travelers specific information about their situation.
But don't expect to get the TSA to divulge specific information about its security operations.
The solicitation said that the TSA wants to include in the proposed system a "robust content repository to store pre-approved content, canned responses and approved images."