Since 2012 we’ve been using Twitter to share ‘live’ transport information, and the platform’s chronological feeds meant we were able to distribute information within minutes of receiving it, with alerts generated by our systems along with the help of our partners, such as the Metropolitan Police.
Our social media teams could be alerted to disruption in a variety of ways, from bus drivers spotting issues and reporting to our LSTCC (London Streets Traffic Control Centre) through to issues triggered by our Tube signalling systems, and we would then get the info tweeted out to our followers as quickly as possible.
Changing timelines on Twitter
Our social media mission remains the same as it ever was, with all our activity designed to empower customers through accurate and timely information, customer service and provision of travel tools.
However, in the last few years, Twitter has introduced various changes to the way it serves content to its users, and these have impacted upon our ability to reliably deliver these real-time status updates to our followers.
Now selected content on Twitter is shown out of sequence, we will reduce the amount of minor alerts and focus on providing up-to-the-minute alerts for major issues, as well as a renewed focus on customer service across our various accounts.
Our teams will continue to work day and night to support customers including First Contact who take care of the Tube line Twitter feeds as well as CentreComm and LSTCC who have access to everything from iBus (our system for tracking London Buses) to police helicopters monitoring London from above.