Railways are putting much effort into providing travel information to the rail traveller especially during a travel disruption. But, are we giving the customer too much information?
This debate was opened by Riccardo Santoro, member of Trenitalia. Rail passengers are not asking for information but for help, and therefore we are giving them too much work for them to decipher the information. The Telegraph captured back in 2009 what overloaded information can mean. Has it got worse or better?
Social media is changing the way
Social media has been a successful and effective way to communicate with passengers. A good example is London Midland railways on what makes a good tweeter. Their policy is based on a friendly and helpful approach and has been highly rated by customers.
"Information has to be timely, accurate, consistent and useful" Anthony Smith, Passenger Focus CEO
It seems like social media sites like Twitter covers these needs, but at the end of the day may not cover all customer segments. Now is your turn to decide if the passenger is information overloaded or to question if we are on the right track.