Could First be looking at social networking?

[SF07]

Given the success of Arriva Yorkshire's Facebook page, is it possible that First might be looking at increasing their presence on the social networking sites? (some First companies such as First WY have a Twitter feed)

There's a survey on the home pages of the various First companies asking people how much they use various social networking website, such as Facebook, Twitter and YouTube.

web.questback.com/firstgroupplc/socialmedia/

[fwybuses]

They better prepare some good lies answers for the questions.

[Jack]

Apr 18, 2011 16:52:36 GMT 1 fwybuses said:

They better prepare some good lies answers for the questions.

All operators that have a social network presence tend to make it pretty clear that the facebook/twitter site is not a platform for making complaints and that they should be reported via the proper channels. Naturally people still do so the operator has to respond with the "Sorry to that this has happened, can you please provide the details with customer services...".

[holland1987]

Facebook is a good sneaky way of free advertising.

[northerner]

Operators can achieve so much through social networking when used properly. Arriva are excellent at giving out information, but also at running competitions and generally promoting the bus. Transdev Keighley can't even be bothered to advertise their Twitter page on a bus, never mind update it when services are disrupted

[bellevuelimo]

There are some that are finally looking to take social media social media consultants for they could potentially do more harm than good.

[fwybuses]

First on facebook, especially on leeds would do alot more harm and insults been thrown at them then any other operator. think it's best they keep off social networking.

[SF07]

May 21, 2011 15:37:33 GMT 1 fwybuses said:

First on facebook, especially on leeds would do alot more harm and insults been thrown at them then any other operator. think it's best they keep off social networking.

Other companies get it, so you could almost guarantee that First would get it if they ever took the step. Some companies do discourage any complaints being posted on Facebook, saying they would prefer it in by post or phone.

[danielnew]

Some operators like Trent Barton and JPT have really benefitted from Facebook and First Hampshire & Dorset uses Facebook too www.facebook.com/home.php?#!/firstindorset?sk=wall&filter=12 however they seem have less complaints as they unlike many First regions have relatively good marketing and community relations, the Dorset area especially. I think that First West Yorkshire doing similar would be kamikaze considering their poor reputation.

[Jack]

May 24, 2011 13:44:21 GMT 1 danielnew said:

Some operators like Trent Barton and JPT have really benefitted from Facebook and First Hampshire & Dorset uses Facebook too www.facebook.com/home.php?#!/firstindorset?sk=wall&filter=12 however they seem have less complaints as they unlike many First regions have relatively good marketing and community relations, the Dorset area especially. I think that First West Yorkshire doing similar would be kamikaze considering their poor reputation.

Perhaps they could take a super injunction out!

[rwilkes]

"I think that First West Yorkshire doing similar would be kamikaze considering their poor reputation. "
Remember that much of their reputation is manufactured by Metro. Local buses did well in the Passenger Focus survey. First WY has some way to go yet, but I think they have little to fear from Facebook.

[Craig]

I don't see why Facebook could be a problem considering they have been on Twitter for some time. And many of the comments there are negative, unedited opinions for all to see.

[northerner]

Arriva Yorkshire seem to get a fair share of negative comments on there Facebook page, but many of their posters seem to comment on how useful their Facebook presence is, suggesting its helping to turn unhappy passengers into happy passengers

[westyorkshirebus]

May 24, 2011 15:35:41 GMT 1 rwilkes said:

"I think that First West Yorkshire doing similar would be kamikaze considering their poor reputation. "
Remember that much of their reputation is manufactured by Metro. Local buses did well in the Passenger Focus survey. First WY has some way to go yet, but I think they have little to fear from Facebook.

You really think so?

You don't get reasoned debate on Facebook about the pros and cons of quality contracts!

It's people complaining that ALL buses are late, ALL drivers are miserable, ALL buses drove staight past the person at the bus stop, even though said person put their hand out at the last minute, driver was rude, ignoring the fact that the passenger didn't have any fare ready etc. Bus didn't turn up, even though passenger didn't know that the times changed months ago etc It's always the bus company's fault.

[northerner]

Thats a bit unfair westyorkshirebus - if you read Arriva's Facebook page they get a lot of positive comments as well. And as for the bus being late, well if is 10 minutes late every day, the operator can't really blame traffic, its more poor timetabling, in which case the passenger is right to blame the operator

[Jack]

May 26, 2011 11:33:22 GMT 1 northerner said:

Thats a bit unfair westyorkshirebus - if you read Arriva's Facebook page they get a lot of positive comments as well. And as for the bus being late, well if is 10 minutes late every day, the operator can't really blame traffic, its more poor timetabling, in which case the passenger is right to blame the operator

He is right to a degree, people tend to generalise travelling by bus based on their previous journey's experience. Likewise people perceive a service as good as the worst experience they have had.

One thing you further need to remember is the existence of the vocal minority. You just have to read the comments sections on Facebook and local newspapers for the negative comments. People also tend to distort the truth as to what happened.

Of course Metro don't assist in the matter when they start bus co bashing in the local media as part of their franchising propaganda! If they constantly tell people they're receiving a poor over priced service. Then people will start to believe it!

Back to the original point, I think First need to post service disruption etc on Twitter outside of Monday to Friday between 9am and 5pm. The information on a broken down bus late in the evening would be of greater assistance.

[danielnew]

May 26, 2011 12:25:22 GMT 1 Jack said:

May 26, 2011 11:33:22 GMT 1 northerner said:

Thats a bit unfair westyorkshirebus - if you read Arriva's Facebook page they get a lot of positive comments as well. And as for the bus being late, well if is 10 minutes late every day, the operator can't really blame traffic, its more poor timetabling, in which case the passenger is right to blame the operator

He is right to a degree, people tend to generalise travelling by bus based on their previous journey's experience. Likewise people perceive a service as good as the worst experience they have had.

One thing you further need to remember is the existence of the vocal minority. You just have to read the comments sections on Facebook and local newspapers for the negative comments. People also tend to distort the truth as to what happened.

Of course Metro don't assist in the matter when they start bus co bashing in the local media as part of their franchising propaganda! If they constantly tell people they're receiving a poor over priced service. Then people will start to believe it!

Back to the original point, I think First need to post service disruption etc on Twitter outside of Monday to Friday between 9am and 5pm. The information on a broken down bus late in the evening would be of greater assistance.

I agree! First and the rest of the industry need to realise that information phone lines need to be open throughout the duration of public service for the general public to be able to contact operations staff in the event of delay or cancellation.