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Metro has been Tweeting since November
2009. In that time it has sent almost 6,500 messages about
disruptions to bus and rail services and general traffic hold ups
and general travel news, to people on the move in West
Using information provided by bus and rail operators, and the
MetroLine call centre, Metro's Public Relations team provides
travel updates from early morning to late evening. Much of this
information is backed up through the Alerts section of Metro's
website and on its 'West Yorkshire Metro' Facebook page, which is
now 'liked' by over 1,500 people.
"When we first launched @MetroTravelNews, we didn't know how
popular it would become but we have had so much very positive
feedback from people telling us they find it useful, particularly
at times when there are widespread disruptions," said Metro PR
Manager Martin Driver. "Our regular market research shows that 10%
of West Yorkshire's population has heard of our social media
channels, which is good to know.
"The service has come into its own through the periods of snow
and ice over the past two winters when we have seen large numbers
of people signing up to get the latest information. We're quite
proud of the fact that Metro is the only Passenger Transport
Executive using social media to provide passengers with updates on
the move in this way.
"When the snow and ice does arrive this
winter, we will once again be providing a comprehensive public
transport information service through frequent updates
@MetroTravelNews, on Facebook at www.facebook.com/westyorkshiremetro and on our Alerts
pages here on www.wymetro.com.
"We try to tell people the cause of the problems and how long
they are likely to last, which is what recent rail industry
research confirmed people want to know when they are caught up in
delays," he continues. "In this way we can keep people informed of
any disruption whether they are at home, at work or on the move;
and, where possible, we also point them to where they can find
information about alternative journeys.
"We have also found Twitter and Facebook invaluable for alerting
people to things such as timetable changes and other news items,
and for responding to individual enquiries. We deal with feedback
about Metro's facilities and we respond to comments about bus or
train services by putting people in touch with the company, guiding
them to our on-line feedback forms and passing issues onto our
colleagues to raise at regular meetings with operators.
People can also sign up for Metro's free email Messenger service
through the Metro website at www.wymetro.com/messenger, and the
MetroLine is open daily from 7am to 10pm (except Christmas Day,
Boxing Day and New Year's Day) on 0113 245 7676.
"With more and more people using smartphones, tablets and other
devices to stay in touch wherever they are, it seems only right
that with its commitment to providing high-quality transport
information, Metro should be responding with this service," Driver
added. "Providing better disruption information is one of the new
15-year Local Transport Plan's objectives and we will be taking
forward what we have learned through social media as a key part of