Trimess
Thursday, February 2, 2012
TRIMET NEEDS TO GET SERIOUS ABOUT TWITTER
https://twitter.com/#!/trimet/
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6 comments:
This is a serious problem I have with TriMet but also other companies that use the Internet/"social media".
Far too often companies use their Internet presence as an extension of advertising...I have seen TV commercials telling me to go to their website...where I am bombarded with more commercials. What I should see is more info on the product, maybe an opportunity to buy the product or learn where I can see it first hand.
TriMet, for all I give it crap for, does a great job of posting schedule and route information online - it's among the best. But that's about all. Try to find "business" information - budgets, meeting info, and the such - and TriMet stops. But there's lots of self-promotion.
TriMet's Twitter and Facebook accounts are a joke. While I get service updates from C-Tran and Cherriots (i.e. XX route is on detour, XX route isn't serving these stops, XX detour has ended) - TriMet only posts MAX related service updates. Occasionally they'll issue a vague "Some bus lines are affected" message.
Twitter is a powerful tool if it is used properly. It is also a two-way medium unlike a website which is one-way. Same with Facebook. If you want to toot your own horn, that's what a website is for. When a Twitter or Facebook account is used, it should be expected that those that follow/like will respond - and it's expected they want a response in return. People aren't just going to reply to TriMet about how wonderful it is.
For TriMet to come back and say "please call..." it defeats the purpose of the tool - and given the number of six-figure folks on TriMet's PR payroll, it's an embarrassment...and a prime reason why I believe TriMet should can its entire Public Relations/Marketing department before it touches one minute of bus service.
it's among the best
I didn't think you'd say that about TriMet. Do you think their individual route maps are good?
Try to find "business" information - budgets, meeting info, and the such
I'm able to do that.
TriMet only posts MAX related service updates.
Not true. See this post, for instance. And you should be happy that I voluntarily created my alerts account, which primarily picks up bus issues.
People aren't just going to reply to TriMet about how wonderful it is.
Except for a certain someone, people seem to do that on Facebook from what I've seen.
For TriMet to come back and say "please call..." it defeats the purpose of the tool
Looking at Cherriots Twitter account, they also say to call them. I don't see an account for C-TRAN. And looking at TriMet's account, I actually do see responses a fair amount of issues.
But as the Web coordinator herself responded to Chad, "many cases are hard to discuss and resolve within the limitations of 140 characters".
the number of six-figure folks on TriMet's PR payroll
I don't believe there's that many.
I believe TriMet should can its entire Public Relations/Marketing department
Do you even realize who all is in there and what all they do? It would include those who you said do a "great job of posting schedule and route information online".
I'll end by saying that I do wish that I would have gotten that Web coordinator position, and that I would run the account in a way that's not cold and bureaucratic.
For example, instead of "Customer Service wants details, please contact them", "we'd like you to call or e-mail us so we can follow up".
One other thing: I don't know who's doing it, but somebody is doing a good job putting out rider-friendly versions of service alerts--even at 9:00 at night they get done 5 minutes after the detour is sent by dispatch to the buses.
JASON MCHUFF-
OUR STAR TRIMET APOLOGIST!
Read the end of my first comment.
I'll end by saying that I do wish that I would have gotten that Web coordinator position, and that I would run the account in a way that's not cold and bureaucratic.
For example, instead of "Customer Service wants details, please contact them", "we'd like you to call or e-mail us so we can follow up".
I'll end by saying that I do wish that I would have gotten that Web coordinator position, and that I would run the account in a way that's not cold and bureaucratic.
For example, instead of "Customer Service wants details, please contact them", "we'd like you to call or e-mail us so we can follow up".
ATTA BOY JASON...I AM PROUD OF YOU!
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