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LOL!SMRT sets up Twitter account on Saturday morning, 3 days after hiccup -AngMo girl

sammyboi

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In addition, when it was first launched the profile read “The official Twitter channel of SMRT. We’re here, 9am-6pm, Mon-Fri (excl public holidays)”
SOmeone please tell the SMRT blur cock twittere that "DUH!!!...someone forgot to tell SMRT that Twitter doesn’t sleep. To prove the point, SMRT was the 5th-highest trending topic globally by 1pm Saturday afternoon.

excerpt from ....5 critical things SMRT failed to do for crisis management -Ang Mo FT Reporter - Marina Mathews
http://sbr.com.sg/transport-logistics/commentary/5-critical-things-smrt-failed-do-crisis-management

Here are some organisations that don’t have Twitter accounts established as yet. Are they also waiting for a crisis to happen?

- SBS Transit
- Comfort Delgro
- M1

The minor exception being SingTel, which has 1,200 followers but ZERO tweets.

As if that wasn’t enough, an SMRT parody Facebook page was set up during the disruptions. Unfortunately for SMRT, the fan page creator has been posting fake feedback and responses to posts, confusing many Facebook users.

Solution: Report the page to Facebook, have it removed and ensure your official page becomes the best available source of information.

5. Have a compensation plan ready

Beyond all the abovementioned measures, is this last measure feasible? In the case of SMRT I certainly think so.

To offer a recent example, Metro Trains Melbourne provided a day of free rail travel (on a weekday) after a major breakdown of services impacted 400,000 commuters. This was announced within 12 hours of the incident occurring and was implemented that week.

I have no doubt a “Free Ride Friday” would go some way to assuage the anger of SMRT customers.

What are your thoughts?

Marina Mathews, Managing Director, Chrysler Communications
 
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