tag:blogger.com,1999:blog-7432323264902617108.post8365820589558305122..comments2024-03-25T22:17:35.616+00:00Comments on Public Transport Experience: Twitter is Tops : Telephone is Trouble [1]fatbusblokehttp://www.blogger.com/profile/06833340546527596517noreply@blogger.comBlogger2125tag:blogger.com,1999:blog-7432323264902617108.post-10435997130437052972014-05-10T08:11:29.788+01:002014-05-10T08:11:29.788+01:00By all means use twitter, facebook etc. but please...By all means use twitter, facebook etc. but please post the same information in a prominent place on the company website home page, which is what BoS does. I don't wish to plough through the ancillary comments on twitter feeds, neither do I wish to have a Facebook account (Western Greyhound and others please note) to get travel information. "Just the facts ..." to paraphrase the oft-quoted phrase from Sergeant Joe Friday on 'Dragnet' ... although, according to wikipedia, he never actually said that!Bobnoreply@blogger.comtag:blogger.com,1999:blog-7432323264902617108.post-86986349886241302372014-05-10T02:45:39.485+01:002014-05-10T02:45:39.485+01:00Some thoughts on Twitter versus phones, etc:
1. C...Some thoughts on Twitter versus phones, etc:<br /><br />1. Customer to enquiry centre person via a phone - can only deal with one person at a time. May receive the same query multiple times and have to provide the same answer multiple times.<br /><br />2. Enquiry centre to customers via radio broadcast - service updates can reach multiple customers simultaneously, but information can be delayed and easily garbled by clueless presenters.<br /><br />3. Customers to enquiry centre person via Twitter. Multiple customers can receive service updates almost instantaneously on either computers or on any phone that can receive text messages or Twitter updates. Customers can also send individual queries to enquiry centre which can be answered individually. Customers with computers, or with feature phones or smartphones that can display Twitter (via webpage or app) can also read all queries and answers so that they don't need to send in their own if the same. <br /><br />Therefore Twitter can allow any number of customers to receive updates far quicker than by more traditional means, while permitting one person to handle a higher volume of queries than can be dealt with over the phone, while reducing the number of queries needed to be made in the first place.<br /><br />It is also interesting to see that as people expect someone to answering Twitter most of the time, people tend to be on "Twitter duty" for longer hours than one might find a traditional telephone enquiry office to be available.Anonybusnoreply@blogger.com