Post by: Kim Stephens
I live in the DC corridor and therefore I follow the WMATA (Washington Metropolitan Area Transit Authority) social media accounts. The authority has great social presence and I find their Twitter feed especially useful. I look to them to see, for example, why I’m standing on a platform with no train for 20 minutes. More often than not, they will have posted the problem(s) that caused the delay.
Shady Grove-bound Red Line train offloading at Gallery Place, door problem. Next RL train directly behind, and at Judiciary Sq. 8:23a #wmata—
@wmata (@wmata) January 14, 2013
Watching a conversation that took place with WMATA the other day, however, made me re-evaluate some of my own advice. I have often stated that it is important to communicate with the public how you will be using social networks in order to manage their expectations. For example, “This account is not monitored 24/7.” The public, however, pushed back to WMATA for saying almost this exact statement. I captured the conversation below. They simply stated:
.@wmata if people are reporting emergencies then the police might want to monitor it.—
Aaron Tobler (@aarontobler) January 08, 2013
I’m not sure why WMATA said to report emergencies to that long number versus 911. Whatever the case, the idea that the account was not being monitored 24/7 was astounding to some:
@mrjohner our account does get monitored, just not 24/7. Have a good night!—
@wmata (@wmata) January 08, 2013
The last exchange reminds me that exclamation points can demonstrate that someone is excited, enthusiast or sarcastic…I’m going with the last choice. Nonetheless, this exchange makes me a bit nervous. Is a 24/7 monitored social media presence now something the public will demand, especially for public safety organizations? If not today, will this be a demand in the near future? What are your thoughts?
Update: @WMATA responded to this post via Twitter. I really appreciate their replies!
@kim26stephens use of "!" is for pleasure & enthusiasm. You may dial 911, however you won't directly get MTPD as if you used 202.962.2121.—
@wmata (@wmata) January 14, 2013
@kim26stephens 911 controlled by the municipalities, not us. We understand calling would be easier, but it would not direct dial MTPD—
@wmata (@wmata) January 14, 2013
For those readers that do not live in the DC area, the MTPD is the Metro Transit Police and they ”have tri-state jurisdiction with responsibility for a variety of law enforcement and public safety functions in transit facilities throughout the Washington, DC Metropolitan area… MTPD police officers have jurisdiction and arrest powers throughout the 1,500 square mile Transit Zone that includes Maryland, Virginia, and the District of Columbia for crimes that occur in or against Transit Authority facilities. It is the only tri-jurisdictional police agency in the country and serves a population of 3.2 million.”
