(I originally published this post on August 21st 2011, but then later deleted it on September 7th 2011. Since the original publishing of this post, Ben Franklin Transit has expressed little to no interest in continuing a social media presence.)
What is the best way for a transit agency to connect with its customers?
Sure, advertising always works. Or at least it used to. Nowadays, we live in the era of free wi-fi at Starbucks and DVR’s, where people want what they want, when they want it.
A large number of agencies have started turning to a new method of advertising: Social Media. Facebook, Twitter, YouTube… you name it, there’s an agency that’s using it.
For some agencies, it’s just a simple presence with a Facebook fan page, regularly updated with news, route changes, and special events. Other agencies really take it to the next level, with a Twitter account that is monitored 24/7, with someone always behind the helm to provide up to the moment updates about temporary reroutes, buses running late, and always answer any questions from riders without delay.