Last week, I spent a couple minutes watching the Global Morning News before heading to work. What made this particular morning interesting was how many different touch-points I used to gather information.
That morning, @weslawong was giving the morning traffic report and briefly mentioned the Millennium Line in Vancouver was experience some delays. I quickly jumped onto Twitter to see if my morning commute would be affected.
I searched on Twitter and found the @translink Twitter account posted a message saying, “SkyTrain Service Alert – Millennium Line is experiencing up to 4 minute delays due to technical issues.”
I would have gone on the Translink website, but past experience told me I’d likely find more timely information on Twitter.
If I was on Facebook at the time, I might have checked the Translink Facebook Page, but Translink doesn’t appear to be using Facebook to inform its customers. Missed opportunity maybe?
With the large variety of communication channels and how different people choose to receive information, it’s important to consider all channels and how they can be used and integrated to serve your customers.