Comparing the tweets of the Washington Metropolitan Area Transit Authority (DC) with those of other agencies, Greater Greater Washington says that Metro has a lot to learn. The blog praised the Metropolitan Transportation Authority (NY) for keeping riders in the loop after a recent derailment, and wrote: “Social media engagement isn’t simply about one’s successes; it’s about one’s failures, too.” GGW contributor Kurt Raschke says that riders want more than Metro’s automated tweets and encourages WMATA to respond to rider comments in real time:
Tweeting for a transit agency isn’t a 9-to-5 job. Whenever the system is open, riders should be able to seek help on Twitter and get a response. Twitter is all about immediacy, and if you’re trying to find out why your bus is late, or report a problem on your train, getting a response the next morning may not help. WMATA may not be able to provide round-the-clock coverage on Twitter, but signing off before the evening rush hour isn’t a recommended practice, either.
While transit riders may not conform to a 9-to-5 schedule, even GGW’s Twitter favorites — MTA and the Port Authority Trans Hudson trains — let their employees catch some shuteye. The MTA’s @NYCTSubwayScoop is monitored an impressive 13 hours a day, from 9 AM to 10 PM, while @PATHTweet is live every weekday from 8 AM to 5 PM. Link to full story in Greater Greater Washington.