Transit
WMATA can learn from the New York MTA's tweeting
Early on the morning of May 17, the New York subway experienced a derailment which snarled service in Brooklyn. Instead of trying to cover up the incident, the MTA tweeted about it, including photos of the re-railing:
#SubNews:Workers assess damage to work train during early morning derailment outside of DeKalb Avenue. http://twitpic.com/4z3juxless than a minute ago via Twitpic 
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NYCT Subway Service
NYCTSubwayScoop
Hopefully Dan Stessel, WMATA's new Chief Spokesperson and Director of Communications, can bring some of these best practices here. Social media engagement isn't simply about one's successes; it's about one's failures, too.
The more transparent a transit agency is, the more riders will trust it when it communicates online. Derailments happen. There will inevitably be more on the Metrorail system. How WMATA reacts to them and other incidents matters.
Creating a "climate of openness and transparency" means tweeting about the good and the bad, acknowledging when things go wrong, and being open about the recovery process. Many transit agencies already use Twitter very successfully; @PATHTweet and @NYCTSubwayScoop are two excellent examples.
WMATA would do well to model its social media initiatives after those of the Port Authority and MTA, and could start with simple steps. Many frustrated riders already report problems on Metrorail, Metrobus, and MetroAccess using the #WMATA hashtag.
Knowing that WMATA is listening, and even getting a response back from @MetroOpensDoors would help to improve communication and the public's perception of their customer service. In doing so, they'll join @DDOTDC, @DCCirculator, @bikeshare, @DCRA, @mydcwater and other DC-area agencies in providing useful customer service via Twitter.
DDOT's recent Potholepalooza was a great example of meaningful engagement, as DC residents reported potholes via Twitter (no complicated forms to fill out!) and potholes were filled within a day or two. For WMATA, the complaints might be of hot Metro cars, dirty buses, or bad driving, but the concept is the same.
The next step is to be there to provide information when riders need it most. For example, @MetroNorthTweet signs off every afternoon, just before the evening rush hour starts:
For service status and other info between now and tomorrow morning please call 212-532-4900 or visit http://www.mta.info/mnrless than a minute ago via web Favorite Retweet Reply
Metro-North Railroad
MetroNorthTweet
Tweeting for a transit agency isn't a 9-to-5 job. Whenever the system is open, riders should be able to seek help on Twitter and get a response. Twitter is all about immediacy, and if you're trying to find out why your bus is late, or report a problem on your train, getting a response the next morning may not help. WMATA may not be able to provide round-the-clock coverage on Twitter, but signing off before the evening rush hour isn't a recommended practice, either.
In short, Metro riders have been using Twitter for a while now; it's time for WMATA to come to the party with something more than just automated tweets.
Riders deserve a meaningful follow-up when they report service problems, and when things go wrong, nothing less than the unvarnished truth will do on Twitter. When weekend riders have to endure disruption and delays for upgrade work, show them the work that is being done, and explain how they benefit.
Today, WMATA has neither a reputation for transparency nor for effective communication with riders, but that's something they can change, starting with simple, effective steps.
 | Kurt Raschke is an information technology professional and transit enthusiast interested in how technology can improve the usability of transit systems. A car-free resident of Silver Spring, he is a frequent user of Metrorail and Metrobus. He also blogs at Raschke on Transport. All views expressed here are his alone.    |
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by PATHTweet on May 24, 2011 11:02 am • link • report
by David Alpert on May 24, 2011 11:06 am • link • report
We have to separate two subjects here. The immediacy of Twitter is in principle irrelevant for WMATA. What is relevant for WMATA is the immediacy of customer service. Twitter is a good medium to use when you want to provide immediate customer service.
On the note of "next morning". You're lucky if you get something next morning. Try next month. On May 20th, I got a reply for a complaint/suggestion I sent on April 1st.
For giggles the canned reply:
Dear Jasper:
Thank you for taking the time to provide feedback on our announcement addressing a delay causing you and other passengers to arrive late to your destinations. I have forwarded a copy of your email to the appropriate department for review and consideration. We welcome and appreciate hearing from our customers with suggestions to improve our customer service.
Sincerely,
Marjorie Strother
Rail Transportation
Customer Service Representative
Case number 622308
"Safety is our number one priority"
To speak to a Rail Transportation Customer Service Representative for Comments, Complaints, Suggestions, or Concerns, please call 301 562-4606 weekdays between the hours of 8:00 am - 5:00pm or email us at csvc@wmata.com.
Please call 202-637-7000 for trip schedules, fare information, general information and customer assistance between the hours of 6 a.m. to 8:30 p.m. Monday through Friday and 7 a.m. to 8:30 p.m. Saturday and Sunday.
Useless.
by Jasper on May 24, 2011 11:26 am • link • report
If there was a delay of more than 10 minutes, a detailed announcement would usually be made on the platform and on the train.
This is especially helpful in the case of major disruptions. When visiting NYC last year, our NJT train got offloaded at Newark. The conductor made us aware of this in advance, and explained that "We're getting a warning light from one of our engines -- it's probably nothing, but it's hot out, and we really don't want you to get stuck in the tunnel. There will be another train to New York right behind us." Informed customers are rarely angry customers, and even though this was a fairly major inconvenience, I didn't begrudge them. In all my time commuting to New York, I always felt like I was well-informed, and in the hands of competent individuals.
Contrast to Metro, where the train would pull into the station, the driver would shout "This train is out of service," and the lights would turn off, and they'd begin single-tracking without making an announcement so passengers know to cross platforms. (This has happened to me at Metro Center and Gallery Place multiple times, which is completely unacceptable.)
by andrew on May 24, 2011 11:26 am • link • report
I will also point out that MTA hasn't always been technologically friendly. A few years back they took a very severe approach to a website designed by riders to get information out to their fellow riders. I don't have all the details, but as I remember, MTA tried to shut down the website claiming it was using MTA proprietary data. I think it was settled amicably, but it was an unnecessary fight similar to ones we've had here.
by TM on May 24, 2011 12:05 pm • link • report
Dan
by Dan Stessel on May 28, 2011 7:20 pm • link • report
by Tom Riddle on May 29, 2011 10:56 pm • link • report
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