23.07.13
This is real-time information
It’s been a busy morning on Twitter, demonstrating the clear need for the rail industry to learn from best practice on passenger information and good communications.
This is particularly vital during times of disruption, and the more spectacular the damage, the more people will be talking about it. It doesn’t get much more spectacular than a lightning strike, and it was encouraging to see so many operators using social media to keep their passengers up to date, and to join in the conversation.
Knowing the cause of disruption, and early estimates of the length of delays, allow passengers to make alternative travel arrangements and plan accordingly.
When so much news comes from crowd-sourcing and unofficial accounts, it is also essential that any misinformation or errors are corrected quickly and clearly.
As more and more of society’s communication goes digital, all businesses must keep up, and get online. Extraordinary events require extraordinary comms – so see you at @rtmnews and www.facebook.com/railtechnologymagazine.
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