TSA blog goes over, under and around red tape

For the vast majority of mainstream federal government agencies, the underlying characteristics of blogging – real responsive blogs, conversational-style that accept comments and post on timely topics – are just so out of the norm of what they do, they haven’t even attempted to dip a toe into the blogosphere.
Many of the few agencies that have started blogging seem to view the blog as simply a place to paste press releases or pointers to statistically heavy reports. But then came the Transportation Security Agency’s blog launched in late January, which the agency said was aimed at creating a forum for TSA to explain processes and solicit feedback from passengers for suggested changes to security check points.
Being part of the Department of Homeland Security and having such high profile interaction with millions of the public – many who have been frustrated by long lines and show removal requirements – naturally meant that the blog initially would be met by some doubt and skepticism. But while it could have evolved as merely another medium for hum-drum press releases, the blog is making its mark on the blogosphere with its seemingly open conversations, interesting topics and responsiveness to TSA-related issues raised by commenters and other bloggers.
This week, for example, a TSA blogger responded to a blog post that was generating interest in the blogosphere about TSA screeners making a traveler miss his flight because of extra attention paid to a new MacBook Air computer. Apparently the screeners were puzzled that the laptop didn’t have a drive or any ports in the back.
The TSA could have ignored the post or used the blog to regurgitate some complex security polices about electronic devices etc. But instead, a blogger used the forum to note his theories as to why the delay happened and to describe what he was doing to add information about the new thin computer to TSA training.
“Here is my theory,” TSA blogger “Bob” noted. “Along comes the new MacBook Air. The thing is as thin as a potato chip, and looks completely different than any other laptop the [screeners] have ever seen. They are seldom seen at TSA checkpoints due to their newness and the fact that they can be hard to find sometimes.”
Bob went on to note that he has contacted Apple to see if he can get a MacBook Air to put through an x-ray and see how it looks.
“If it does indeed look odd, I'm going to take a picture and send it to TSA Training to help avoid future issues with MacBooks. The jury is out for now, but I'll post an update as soon as I can get my hands on the MacBook Air.”
He even injected a little humor into his post, noting that Mac fans likely would say the screeners were just using the opportunity to get a closer look at the computer, while PC fans would note that all screeners are PC fans and just wanted to hassle a Mac fanboy.
This marks the most recent example of the TSA using a blog as the responsive tool it was designed to be. Less than a week after it launched the blog, the TSA stopped a practice at some airports that required travelers to remove all electronic equipment from carry-on luggage during security screenings after receiving questions about the practice on the new blog.
It turns out that this was something that was being done at some airports but was not part of an overarching TSA policy so it was stopped. While these might not seem like major changes, it does show that the agency is actually reading and trying to respond to blog comments.
And, TSA seems as if it has stayed true to its promise at launch to keep the blog “transparent.” It has launched what it calls a “Delete-O-Meter” to update weekly how many posts have been delted during moderation (it now stands at 125). TSA deletes posts for personal attacks on its officers of passengers, profanity, threats, off-topic comments and duplicate posts, among other things.
But from the tone of many of the comments, TSA has not used its moderators to arbitrarily delete all critical posts, as many posters originally predicted the agency would do. Despite the harsh feelings that many travelers may harbor for the inconvenience the TSA might impose on them, it is still impressive to see a government agency embracing a relatively new – for them – online communication method so enthusiastically and using the feedback quickly without the often interminable bureaucratic red tape that has typically hindered similar efforts in the past.
Do you know of other government blogs that have prompted you to give them a place in your RSS reader or that have made their mark in the blogosphere? Let me know.