Twitter is becoming mainstream. Also for administrative communication; the exchange of data for administrative purposes between customers and service providers, such as governments, banks, telephone providers and insurers. For our previous article we visited T-Mobile . This time we visited the Dutch Railways. How has their Twitter account @ns_online fared so far? How is tweeting with passengers working? And what do they want to do with it in the future?
Strategy
NS investigated what they wanted to do with social media and how they could deal with it properly. russia phone number list There was so much talk about them online that NS could no longer ignore social media. They want to expand existing initiatives with social media and set up a strategy. Improving customer satisfaction was one of the main goals, as was improving the feeling that passengers have with NS. No easy task. #NS is a trending topic every day, but these are not exactly declarations of love that are thrown into the world.
Tweets like “Delayed again… Can’t they just run on time? #fail #ns” are not exactly rare. NS is tweeted about 6,000 times a month. “We wanted to stimulate a change in behaviour”, says Gerjan Vasse, Social Media Manager NS Corporate Communication. “We hope that in the long run, people will no longer just curse the Railways but that they will enter into a conversation with us, so that we can improve our services.” The aim of NS’s strategy is that people will not only talk about them, but that they themselves will also be involved in those conversations.