In 2014, I took up a new position at Newcastle International Airport, focusing on the day-to-day management of the airport's digital channels.

As part of the role I was responsible for the airport's first dedicated digital communication strategy, which formalised the role of online platforms within the organisation's existing communication plans. I also introduced targets and improved monitoring of the Newcastle International Airport's social platforms, with an emphasis on improving customer service. Examples include the implementation of the "60 minute rule", which means that we aim to respond to all social media comments during office hours in one hour or less.