Besides losing the ability to transport the public.
In the information age, communications is key. Especially so for a public-facing company such as SMRT.
However, in the last few months, it has become increasingly clear the public transport operator has ceded communications ground to everyone else.
This means SMRT has lost its ability to control its messages at a time when it can ill-afford to lose the ability to communicate with the public as it seeks to restore confidence.
The following examples will demonstrate how that happened.
SMRT’s over-reliance on one key message: Don’t begrudge ground staff
To take the heat off itself in the wake of delays and problems — on top of impending closures and some more major inconveniences in the future — SMRT has been seeking public empathy.
More at https://www.prolificcrap.com/forum/...st-the-ability-to-communicate-with-the-public
In the information age, communications is key. Especially so for a public-facing company such as SMRT.
However, in the last few months, it has become increasingly clear the public transport operator has ceded communications ground to everyone else.
This means SMRT has lost its ability to control its messages at a time when it can ill-afford to lose the ability to communicate with the public as it seeks to restore confidence.
The following examples will demonstrate how that happened.
SMRT’s over-reliance on one key message: Don’t begrudge ground staff
To take the heat off itself in the wake of delays and problems — on top of impending closures and some more major inconveniences in the future — SMRT has been seeking public empathy.
More at https://www.prolificcrap.com/forum/...st-the-ability-to-communicate-with-the-public
