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One of the Worst Jobs in America: Responding To Irate Tweets From New York City Subway Riders (wsj.com)
Every day, the frustrations of New York City subway riders spew out in the form of 2,500 often profanity-laced tweets directed at the Metropolitan Transportation Authority. From a report: "Thanks @MTA for making sure we can't buy metrocards AGAIN," wrote @itzMzLori, 31-year-old beauty blogger Lori Tenn, who found her card machine closed. "I swear I f-ing hate y'all." The job of taking this vitriol -- and offering measured responses -- falls to the social-media team behind @MTA and @NYCTSubway. The two Twitter accounts for the agency that manages the New York City subway, bus and commuter rail system have more than two million often angry followers. "We're New Yorkers, we have thick skins, but we're human," said Molly Washam, an even-keeled 30-year-old. "We do sometimes gather around the monitor to see the meanest thing someone could come up with that day."
To stay calm, she said she does yoga, and recently tried a pottery class. Rampant subway delays and breakdowns in recent years are making the work more intense. A 2017 report by the New York City comptroller found weekday subway delays rose 83% between 2013 and 2016. The agency has begun a modernization plan to make improvements, including upgrading the signaling system and hiring more subway workers. New Yorkers' response to repairs? "Really @MTA, More of your Bs complications," wrote @MattMercadoNYC, rider Matt Mercado, 34, of the Bronx. "You pick Thursday AND Friday for these 'Required Repairs'??!?" "We know they might not mean everything they're saying," said Sarah Meyer, the MTA's customer-service chief. But, "I can't personally change the signaling system."
To stay calm, she said she does yoga, and recently tried a pottery class. Rampant subway delays and breakdowns in recent years are making the work more intense. A 2017 report by the New York City comptroller found weekday subway delays rose 83% between 2013 and 2016. The agency has begun a modernization plan to make improvements, including upgrading the signaling system and hiring more subway workers. New Yorkers' response to repairs? "Really @MTA, More of your Bs complications," wrote @MattMercadoNYC, rider Matt Mercado, 34, of the Bronx. "You pick Thursday AND Friday for these 'Required Repairs'??!?" "We know they might not mean everything they're saying," said Sarah Meyer, the MTA's customer-service chief. But, "I can't personally change the signaling system."
Anyone who believes replying to tweets, no matter how mean, even cracks the list of top 1,000 worst jobs has probably never had a job period. This is what all public relations people do. I also notice there's no mention of their taxpayer funded salaries and benefits.
It may suck responding to them (a process that can likely be automated) but the feedback is important data points to analyze. The level of vitriol & number of complaints can help them figure out what problems need to be addressed.
>>"We know they might not mean everything they're saying," said Sarah Meyer, the MTA's customer-service chief. But, "I can't personally change the signaling system."
This response from the MTA media chief defines what is wrong.
When an organization like MTA creates a social media team, they need to empower them and integrate them with senior management and decision makers. What good is getting feedback from your customers if the people getting the feedback are not tightly integrated with management to ensure a good feedback loop.
This isn't customer relations or even PR - its just creating a useless and pointless job. Customers might as well be tweeting to a wall.
Does anyone know what is keeping the system in its current state?
Most likely, it's the typical American aversion to paying taxes. The reality is that you get what you pay for, and you don't get what you don't. It's just that simple. So, to pass balanced budgets and give tax cuts to the rich, the powers that be let the infrastructure deficit grow and grow, and leave the problem to the next generation.
...si hoc legere nimium eruditionis habes...