Train Graphic
Great Western Passengers' Forum Great Western Coffee Shop - [home] and [about]
Read about the forum [here].
Register and contribute [here] - it's free.
 tomorrow - Acton Depot open weekend
tomorrow - Somersts Festival of Transport
23/09/2018 - Somerset Consultation closes
24/09/2018 - Bus consultation closes
24/09/2018 - RCTS / Windsor & Maidenhead
28/09/2018 - Ask a stupid question day
Random Image
Train Running @GWR Twitter Acronyms/Abbreviations Station Comparator Rail News GWR co. site Site Style 1 2 3 4 Chat on off
September 21, 2018, 06:36:23 am *
Welcome, Guest. Please login or register.

Login with username, password and session length
Forgotten your username or password? - get a reminder
Most liked recent subjects
[184] Walking Britain's Lost Railways
[83] Great Western Railway: on-board catering, buffets, Travelling ...
[80] Ask those questions!
[56] 2018 cancellation and amendment log
[53] Channel 5 series - Paddington Station 24/7, starting 11 Septem...
[32] Somerset & Dorset - heritage line - the remains and possib...
News: A forum for passengers ... with input from rail professionals welcomed too
 
   Home   Help Search Calendar Login Register  
Pages: [1] 2
  Print  
Author Topic: Wetherspoon pub chain shuts its social media accounts - any rail lessons here?  (Read 903 times)
grahame
Administrator
Hero Member
*****
Posts: 21799



View Profile WWW Email
« on: April 16, 2018, 12:25:58 pm »

From The BBC

At a time when so much rail enquiry / discussion has moved to Facebook and Twitter ...

Quote
Wetherspoon pub chain shuts its social media accounts

The chairman reassured its followers that it would "still be as vocal as ever", but would instead use its magazine and website as well as the press for news updates.

He said customers could also get in touch with them by speaking with their local pub manager.

[snip]

"We were also concerned that pub managers were being side-tracked from the real job of serving customers," he said. "I don't believe that closing these accounts will affect our business whatsoever."

The chairman said that it had consulted its pub mangers before making the move, and "90-to-95% felt using social media was not helping the business".

Is there a case for some companies in the rail industry to reduce or even remove their social media presence and revert to "the real job of serving customers"?  Would a specific interactive web site function better than Facebook or Twitter for Great Western Help?
Logged

Coffee Shop Admin, Member of Melksham Rail User Group, on the board of TravelWatch SouthWest and some more things besides
Timmer
Global Moderator
Hero Member
*****
Posts: 4732


View Profile
« Reply #1 on: April 16, 2018, 12:46:19 pm »

Good to see a company finally see that Social media does little to enhance their business.

I think the giveaway is in the name...'Social' media.
Logged
WelshBluebird
Transport Scholar
Sr. Member
******
Posts: 114


View Profile Email
« Reply #2 on: April 16, 2018, 12:50:40 pm »

I think people should be careful before ignorantly accepting the reasoning they have given, especially given the timing (just after the Facebook blowout and links between the leave campaign, which Tim Martin was of course involved in, and Cambridge Analytica). I suspect there is more to it here than Tim Martin just thinking people use social media too much!
Logged
Bmblbzzz
Transport Scholar
Hero Member
******
Posts: 1504


View Profile
« Reply #3 on: April 16, 2018, 01:21:55 pm »

I think people should be careful before ignorantly accepting the reasoning they have given, especially given the timing (just after the Facebook blowout and links between the leave campaign, which Tim Martin was of course involved in, and Cambridge Analytica). I suspect there is more to it here than Tim Martin just thinking people use social media too much!
This, I suspect, is 99% of the reason in the case of Weatherspoons. However, that doesn't mean it might not be an idea worth thinking about for rail.
Logged

Day return to Infinity, please.
LiskeardRich
Transport Scholar
Hero Member
******
Posts: 3064

richardwarwicker@hotmail.co.uk
View Profile
« Reply #4 on: April 16, 2018, 01:30:55 pm »

Good to see a company finally see that Social media does little to enhance their business.

I think the giveaway is in the name...'Social' media.

Having posted a £10 budget sponsored ad last year for a friends business, it generated £500 business in the week that ad was running. The ad was targeted to people logged on within a 10 mile area, and only viewable to those not already liking our page.

However we are comparing a small little known  sole trader business against a large well known national company. It certainly has its benefits for small businesses.
Larger companies are regularly targeted by internet trolls.
Logged
Timmer
Global Moderator
Hero Member
*****
Posts: 4732


View Profile
« Reply #5 on: April 16, 2018, 01:52:56 pm »

I wouldn't suggest GWR stop using Twitter as it's a good way for their passengers to get info at times of disruption. But drop Facebook as every time they run a Famous Five promotion it just fills up with negative comments about the service.
Logged
tomL
Transport Scholar
Sr. Member
******
Posts: 182


View Profile
« Reply #6 on: April 16, 2018, 02:35:30 pm »

I donít think itís anything for the rail industry to consider.

In the case of weatherspoons any advertising is done on premise with the magazines or promotions at the bar. If you have an issue it can be resolved by staff there and then generally.

For the rail industry itís a different ball game. You could be on a train, at a station, needing a quick answer before starting a journey and social media, such as twitter, can be effective for that.
Logged
Thatcham Crossing
Hero Member
*****
Posts: 513


View Profile
« Reply #7 on: April 16, 2018, 03:44:28 pm »

Joking aside, I don't think we need to know if at 4pm today the tap serving "Brew Dog" at The Hatchet in Newbury will be serviceable, but we do need to know whether a GWR departure 30 mins later is cancelled or not.

Just trying to make the point that the capability of Social Media to deliver urgently-required info to Customers is more useful to a train operator than it is to a pub chain.
« Last Edit: April 16, 2018, 10:30:18 pm by Thatcham Crossing » Logged
LiskeardRich
Transport Scholar
Hero Member
******
Posts: 3064

richardwarwicker@hotmail.co.uk
View Profile
« Reply #8 on: April 16, 2018, 04:34:11 pm »

I wouldn't suggest GWR stop using Twitter as it's a good way for their passengers to get info at times of disruption. But drop Facebook as every time they run a Famous Five promotion it just fills up with negative comments about the service.

However if they wanted to could turn off commenting to prevent trolling
Logged
TaplowGreen
Transport Scholar
Hero Member
******
Posts: 3898


View Profile
« Reply #9 on: April 16, 2018, 06:28:09 pm »

I wouldn't suggest GWR stop using Twitter as it's a good way for their passengers to get info at times of disruption. But drop Facebook as every time they run a Famous Five promotion it just fills up with negative comments about the service.

However if they wanted to could turn off commenting to prevent trolling

You need to learn the difference between "trolling" which is frequently a subjective judgement & customers expressing legitimate dissatisfaction with poor service and dismissing the latter as the former.

The twee, condescending nature of the "Famous Five" campaign which has now launched 1000 parodies is one of the factors which provokes angry responses, especially at a time when the service is so woeful.
Logged
Richard Fairhurst
Global Moderator
Hero Member
*****
Posts: 673


View Profile Email
« Reply #10 on: April 16, 2018, 07:11:48 pm »

Traditionally "trolling" meant "deliberately making comments which appear to be in good faith, but are actually intended to cause an argument". It's the same term as in fishing - slowly moving a line of bait through the water to see who rises to it. Hence the phrase "Please do not feed the trolls", i.e. don't rise to the bait. More recently it's become a word for anyone who uses the Internet for abuse, which we just used to call a "griefer".

But yes - I would agree that one way to stop abuse aimed at the poor quality of your product is to improve the product, whether that be a pub chain or a TOC.
Logged
LiskeardRich
Transport Scholar
Hero Member
******
Posts: 3064

richardwarwicker@hotmail.co.uk
View Profile
« Reply #11 on: April 16, 2018, 09:32:08 pm »

I wouldn't suggest GWR stop using Twitter as it's a good way for their passengers to get info at times of disruption. But drop Facebook as every time they run a Famous Five promotion it just fills up with negative comments about the service.

However if they wanted to could turn off commenting to prevent trolling

You need to learn the difference between "trolling" which is frequently a subjective judgement & customers expressing legitimate dissatisfaction with poor service and dismissing the latter as the former.

The twee, condescending nature of the "Famous Five" campaign which has now launched 1000 parodies is one of the factors which provokes angry responses, especially at a time when the service is so woeful.

I donít need to learn anything so donít be so rude telling me I need to do something. Iím fully aware what trolling is, and there is loads of it across GWR, wetherspoons and several other national companies.
The Wetherspoons chief has cited trolls as one of the reasons heís shutting down.
Logged
grahame
Administrator
Hero Member
*****
Posts: 21799



View Profile WWW Email
« Reply #12 on: April 16, 2018, 10:11:24 pm »

Whatever it's called or not called, there is an issue with some of the responses added to posts on public pages on Facebook ... way off topic, incorrect, negative, inflammatory ... and reading some of these comments on a post you've promoted can make you wonder if you're doing more harm than good in the promotion.   Carefully used, some (but not all) such responses can be used as hooks to explain things on  Grin
Logged

Coffee Shop Admin, Member of Melksham Rail User Group, on the board of TravelWatch SouthWest and some more things besides
Four Track, Now!
Global Moderator
Hero Member
*****
Posts: 3703


I know nothing. Really.


View Profile Email
« Reply #13 on: April 17, 2018, 10:44:47 am »

Wetherspoons' business model of "Drink! Cheap! And food!" hardly needs Saatchi and Saatchi to spread the word. I have used the interweb to find the location of the nearest one in a town where I am a stranger, but never beyond that so far as interaction with Spoonies is concerned. I don't need a minute-by-minute report of what is on offer - in the unlikely event that they don't have a decent ale for two quid a pint, I can always drink wine. If it costs them money to run, there could be savings to be made without the risk of reducing the Friday evening scrum to manageable proportions. And, as WelshBluebird points out, there may be very good reasons to ditch Facebook before anyone starts asking potentially awkward questions about how you use the data you can harvest.

With GWR, I find twitter a bit useful, even if I hardly ever use it for anything else. It can add meat to the bones of RTT when things are not going well, but normally says nothing that isn't in Journey Check. But if GWR's Facebook page was supposed to be a vehicle for doting passengers to offer paeans of great praise for the magnificent service received, it has missed the mark. It has instead offered the opportunity for public expressions of dissatisfaction, very few of which would have made it into a green-ink letter to the company. The unfortunate timing of the latest campaign hasn't helped. There is plenty to grumble about with justification right now, meaning that we won't need "Five go Internet Trolling" as an offering.
Logged

Now, please!
Sixty3Closure
Sr. Member
****
Posts: 190


View Profile
« Reply #14 on: April 17, 2018, 11:31:01 am »

I've noticed that increasing numbers of people are using twitter to get things like timetable information or when they can use their super advance off peak mega ticket. In the past you would have to use a timetable or go to the website. For me that looks like additional cost to GWR. A website is relatively cheap and users can pull information off it without a human interaction. Moving to Twitter and you're back with real people having to push the information out.

I'd don't really use Twitter but to me that feels like increased costs.

Logged
Do you have something you would like to add to this thread, or would you like to raise a new question at the Coffee Shop? Please [register] (it is free) if you have not done so before, or login (at the top of this page) if you already have an account - we would love to read what you have to say!

You can find out more about how this forum works [here] - that will link you to a copy of the forum agreement that you can read before you join, and tell you very much more about how we operate. We are an independent forum, provided and run by customers of Great Western Railway, for customers of Great Western Railway and we welcome railway professionals as members too, in either a personal or official capacity. Views expressed in posts are not necessarily the views of the operators of the forum.

As well as posting messages onto existing threads, and starting new subjects, members can communicate with each other through personal messages if they wish. And once members have made a certain number of posts, they will automatically be admitted to the "frequent posters club", where subjects not-for-public-domain are discussed; anything from the occasional rant to meetups we may be having ...

 
Pages: [1] 2
  Print  
 
Jump to:  

Powered by MySQL Powered by PHP Powered by SMF 1.1.2 | SMF © 2006-2007, Simple Machines LLC Valid XHTML 1.0! Valid CSS!
This forum is provided by a customer of Great Western Railway (formerly First Great Western), and the views expressed are those of the individual posters concerned. Visit www.gwr.com for the official Great Western Railway website. Please contact the administrators of this site if you feel that the content provided by one of our posters contravenes our posting rules (email link). Forum hosted by Well House Consultants