Many, many companies in the transport industry are on Twitter today.
Some of them tweet a little. Some of them tweet a lot. Some of them simply regurgitate what others tweet.
Hardly anybody does it properly.
Let’s stop for a second and take a reality check. How do ordinary, every day people (i.e, your customers, passengers, users) use Twitter?
Their brains and thoughts are not linked to RSS feeds. They’re not automated bots. They don’t ‘sign off’ at 8pm and return ‘bright and early at 9am’.
But your companies’ Twitter feed does exactly this.
What’s the point?
Your customers probably think you’re lazy. Unapproachable. They want their voice to be heard when their bus doesn’t turn up, or when they’re frustrated because they’re stuck on a platform. Social mobility has given them that freedom of expression.
To ignore them past your closing time is to deny them that freedom of expression – something they value highly in today’s society.
How many times have you personally used an email form to make a comment or complaint, and never heard a peep back from the company / person in question?
Twitter is a place of replies, of mentions, of retweets. Not ignorance.