As part of its efforts to improve customer communications, the Washington Metropolitan Area Transit Authority (DC) hired a social media manager. Brian Anderson joins Metro on August 1; he spoke with Washington Post reporter Dana Hedgpeth (@postmetrogirl) about his new position. Some excerpts from the conversation:
DH: Why is it important to do social media for transit agencies?
BA: People want real-time information. It is inevitable things are going to go wrong, but it is important to communicate what’s going on and when it is going to be resolved. That gives a sense of calmness.
DH: What are your goals in your new job at Metro?
BA: To keep information flowing. I want people to see Metro as a system of transparency and understand we are working for them. We want to understand their concerns and needs and work to address them.
DH: What does Metro need to do to improve its social media efforts?
Highlighting and getting the word out more. Metro Forward [a new Metro marketing campaign] started off well. It needs more details that highlight what is being done through videos and regular communications.