Monday, November 19, 2012

Three Free Ideas to Make @wmata Better

From Kara:
People often say your blog doesn't offer constructive suggestions. I think they're wrong, and here's one Metro can do now, for free. I know it's not the most important thing facing Metro, but I think it would help.

Break up the Twitter feeds!

The last thing I want to see in the @wmata stream is response after response to every rider with an issue.

I'm not saying ignore riders, but put all that on another feed--@wmatacares or something. Metro is good at coming up with slogans. Maybe Mind Mixer will help---for a fee, of course.
Most of Metro's "help" on Twitter apart from updates of train locations and the reasons for delays isn't really help. Metro pretty much tell riders to contact customer service if they have a complaint.
Keep @wmata service related. That's the number one thing most people want from the Twitter feed, so don't dilute it with so much stuff 99.999 percent of stuff riders don't care about. Quantity does not equal quality.
I don't know about everyone else, but I read the @wmata feed on my cell phone for the most part. Sifting through tens of tweets between @wmata and a customer over some, mostly mundane, problem keeps me from the key information: Are there any delays?
An even more obvious thing for Metro to do would be to make another feed for buses.

Finally, and most importantly, don't sass customers! I've seen it way too many times. @wmata needs to turn the other cheek, even if a rider sasses them.
Anyway, check out @SFBART to see how social media for a mass transit system is done.

Honestly though, I'd rather Metro just work so I'd never have to check twitter about them again.

Other items:
Metro HQ has bed bugs (Examiner)
States running out of money for roads, transit (Examiner)
Stabbing suspects due in court (WaPo)

Comments (12)

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Great ideas!

Metro really does need to realize the customer is always right, and when they're not, it's always better to take the high road.
Lessets Nad's avatar

Lessets Nad · 643 weeks ago

Here at Metro, we assure you that you misheard us - always. Every Day (but with our audio system, that sounds like Bumblebee from Transformers with a mouthful of marbles, who can blame us, right?). To clarify - We do not believe in slavery, we believe in -slavering- ... over the next fare increase. My, my that wallet looks tasty. Anyway, you clearly misheard us Mr. Sassypants.
Dan Stessel and Sarles need to go. Along with the entire customer service department.
1 reply · active 643 weeks ago
WHAT customer service department?
These are great, constuctive ideas. Small things that would make a difference. Nice work.

And anyone who really thinks "The customer is always right," is an entitled jerk who's never had to hold down a customer service job.
Hey! I'm famous! FYI, I was responding to WMATA's website crashing. Again.
hrh king friday 13's avatar

hrh king friday 13 · 643 weeks ago

I think this is a very sensible suggestion, but it does presume WMATA knows what's happening with its own system on a daily basis to properly use a "strictly business" Twitter account.
During Cato's time, he just prattled on and on about how Metro needed to "get cleaned up" and he kept talking about removing the carpets on trains. He also let safety erode to "Wild West" levels. I can see that Sarles maybe has done at least some good, but to what benefit has Stessel ever been other than a joke?
Even if this blog didn't offer constructive suggestions, the blog runner has the autonomy to point out the glaringly dangerous and unacceptable mistakes that Metro makes. These are often representative of a lot of riders frustrations. It's really Metro's responsibility to address them and it's pathetic and at times criminal that they don't take it more seriously.
Dan Stessel's avatar

Dan Stessel · 643 weeks ago

You should be happy we have a twitter feed at all. You're welcome.
So, Metro HQ has bed bugs. I'm surprised Metro buses don't have an infestation. You know, because the drivers often sleep on them! :)
"Dammit, anonymous unpaid blogger, why aren't you telling us how to do our jobs??" - Staff at a major unnamed transit agency

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