Southeastern Social Media Team
There was some support for the Southeastern social media team – and a suspicion that corporate policy did not allow them to be as open and forthcoming as they could have been.
RT @baconvalentine Shout out to @se_railway social media team working hard thru rubbish couple of days < +½ – shd be allowed to be more open — Sevenoaks Rail Assn (@SevenoaksRailTA) November 18, 2014
However others were more sceptical:
@KathrynSarah15 @Se_Railway “Social Media Policy Meeting: Never reply and therefore ‘socialise’ with the enemyâ€. End of Policy. — Jezâ„¢ (@MisterJez) November 18, 2014
@MisterJez @Se_Railway if they were also told to RT praise tweets in that meeting, sack the SM guru! — KSJ (@KathrynSarah15) November 18, 2014
There’s no doubt that Southeastern’s use of Twitter is better than it was a couple of years ago. However it still falls short of what Twitter users expect, and it is still not being used sufficiently for proactive communication of up-to-date, accurate and actionable information. Despite changes made recently, there is more work to be done on this – and it needs to be done urgently before there is more chaos during the London Bridge rebuilding.
Wow. Just, wow. Excellent article. I trust David Statham has circulated this to all staff to assist in their learning….
15 minutes ago our lights went out, along with all neighbours. We have had two texts from the power company telling us what the problem is and when it will be fixed.
Latest info is below. Why can’t SER do that?
Update at 23:35 – Our engineers are on their way. We believe the issue to be due to an underground cable fault. We can usually fix a power cut within 2 hours, so we hope to have you back on by 01:00. We’re often able to re-route power remotely around problems of this nature so you may be back on sooner, or your power may go on and off. We’ll better understand the cause and update you when engineers are on site investigating.