What REALLY happens to your MTA Facebook and Twitter posts?

Guy Henderson

It’s been almost two years since MTA launched its Facebook and Twitter presence.

Today, with nearly a thousand active users every month and over 25,000 views accounted for since we began, it’s clear that our experiment with ongoing online dialogue with our customers will continue. So we thought it might be helpful to share with you exactly what happens when you post a comment, suggestion, complaint or concern.

The MTA social media team is comprised of three active researcher/writers who manage numerous other communications responsibilities. Their efforts are augmented by several other “as-needed” posters. The team monitors each site and responds to individuals throughout the workday, weekends and often into the night, depending on the weather and various emergency conditions.

We know it can be frustrating to wait for your issue to be responded-to and resolved in this age of instant communications. The time it takes to research and finalize issues for our customers can vary from no time at all to several hours of back-and-forthing between departments until we’re able to present an answer that’s both accurate and useful. If you really need a “gotta-have-it-now” answer, our Transit Information Services line may be your better option. (410-539-5000)

Once you’ve posted a specific question or concern on Facebook or Twitter, the social media team member on duty may respond with a request for further clarification to help resolve the issue. ALL concerns are forwarded to the appropriate MTA department best suited to handle it immediately and directly. We note and often forward opinions and concerns of a more general nature too. As you might imagine, we enjoy reading some comments more than others. In any case, we take all of them into account, and utilize everyone’s input and feedback to help us improve service over our hundreds of bus and rail lines throughout Maryland.

MTA is committed to hearing from and responding to riders in a meaningful way, using the most convenient communications tools available. For instance, the Rate Your Ride initiative allows our customers to instantly communicate their public transportation experience via text or the Internet, and see real time results at http://www.rateyourride.org/. You can also email questions and concerns any time to mtainfo@mta.maryland.gov.  Or just give us a call
at 410-539-5000.

No matter which way you choose to communicate, we appreciate you taking the time to let us know how MTA can serve you better. We hear you. And we’d like to hear more from you, too.