A year after the Washington Metropolitan Area Transit Authority (DC) promised ?two-way communications? with its riders, TBD On Foot rates the agency?s progress. On the positive side, Metro hired spokesman Dan Stessel and social media manager Brian Anderson, and overall communications are more frequent, open, and transparent. Metro is using multiple social media channels ? with a presence on Facebook, Twitter, YouTube, and several blogs ? and the agency has raised the profile of its Metro Forward campaign.
But is Metro achieving its goal of better two-way communications? Sort of. One big achievement was replacing the old Twitter handle @MetroOpensDoors with the more easily recognizable @WMATA. And the agency is making efforts to engage its riders in the social space. John Hendel writes:
The agency doesn?t treat the account as a 24/7 customer service outreach, which given the staffing, makes sense, but the agency responds on occasion despite prominentfailures of use in the past. The rare glorious moment occurs. Staff attempt to stir the crowd, too, as with a Rush+ Twitter photo contest this spring.
More successful, Hendel writes, is WMATA?s use of Facebook and YouTube where the agency continues to post reminders about track work and post helpful videos about new projects.
And the verdict?? Hendel writes, ?WMATA now needs to tighten its commitment to specific channels and really develop a human, open, and consistent voice that convinces its riders that the agency is listening and engaged and not entirely a PR flourish.? Link to full story in TBD On Foot.
WMATA photo by Larry Levine.
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