Tweeting a complaint or suggestion, even posting one on Facebook, is old hat in the private sector. After all, you can use an app these days to, say, hail a ride on Uber, Lyft or Sidecar. But if you encounter a bad driver or surly ticket agent while riding public transportation, there’s no app for that (or an easy way to tweet directly at an agency, for that matter). Times are changing, though, and public transit agencies are finally catching up.
This past December, New Jersey Transit decided to send some of its front-line employees to get retrained in customer relations. Officials weren’t prompted by comments submitted through the usual online form, however. They were spurred to action by tweets and posts on Facebook. Employee behavior was a top issue on the agency’s social media dashboard.