Yesterday I was delayed for a couple of hours on a train on the outskirts of London. The delay was due to a fatality involving one of the trains ahead of us. As our train came to a standstill the train manager announced that we would be subject to severe delays. He did his best to answer questions, but it was clear that he was not being kept fully up to date.
One of the most frustrating thing asbout incidents like travel delays is the lack of any meaningful communication. I tweeted about what was happening and was delighted to get quick responses via Twitter from National Rail, First Great Western and others. You can see some of the conversation in these screenshots.
Some lessons come out of this apart from the fact that Train Managers should be given access to Twitter!
1. Use Twitter to listen for things being said about you or your business so that you can engage in conversation.
2. Also listen for people writing about problems that you can offer some advice to.
3. Give people as many ways to get in touch with you as possible.
Do, however, remember to keep things in perspective: