BBC looks at First Capital Connect's use of Twitter

There was an interesting piece on the BBC earlier in the week about whether train companies are making effective use of social media. Our very own First Capital Connect was singled out for a positive mention:

Last night, I was at Kings Cross and saw the disruption there caused by a lightning strike.

The information boards weren't showing much. However, I noticed a lot of commuters were looking at their phones to get information.

In fact, many were getting updates from Twitter through @FirstCC.

Not only was this an update on disruption, this feed was personal, and whoever was doing it was trying to do their best to explain the problems to commuters.

This meant there was some information getting through - and I believe the Twitter feed even told commuters train platform numbers before they were displayed in the station. That's pretty good...............

......I noticed amongst the frustration and undoubted angry messages aimed at @FirstCC (4,731 followers) there were commuters thanking the person behind the feed for their help.

Here on HoL we try to help out making use of Twitter to pass on public transport information with our @HoLTubeUpdates stream. This gathers and broadcasts service information updates for the Piccadilly, Victoria and Overground lines. But it seems like FCC are making particularly good use of Twitter as a customer service tool.

Has anyone else used FCC's Twitter profile to get information or as a customer service tool?

Full story on the BBC here.......