Freedom of Information request - Guidances for TfL social media staff
Request ID: FOI-0055-2425 Date published: 01 May 2024
You asked
Dear Transport for London,
This is a follow-up to my previous FOI request.
https://tfl.gov.uk/corporate/transparency/freedom-of-information/foi-request-detail?referenceId=FOI-4558-2324
1. Can you publish all the documents, such as guidance used by TfL to provide social media updates (including TfL Access on X (formerly Twitter)), responding to people's complaints and issues raised on social media (𝕏, Facebook, Instagram, etc.)?
2. Why does TfL ask users on X to contact TfL on their website instead of addressing their issues raised by responding to them?
3. Are they able to provide answers for users on X when they ask them for service updates, including London Buses as they get disrupted due to heavy traffic, incidents, etc.?
4. When a TfL/Tube staff raises an issue on X, does your social media team forward the issue, such as safety critical, to the appropriate people, such as the Underground's control room? I saw one tweet from last year (2023), and your social media team hasn't responded to the issue raised by one Tube staff member.
http://webdefence.global.blackspider.com/urlwrap/?q=AXicFcq9DsIgFAbQz_gMvoGTMeAFejVO2sTFTR2cSe0PkRYDtLFvbzzzwRnrJXBbLRD9TPwSKU6it85XYcgxeFGFHkYfLo97-dwVbAyhCe6UGy_aMInxjS7nTzpK-f1fWdZuaK82-nqWKds8Jkms9L5QiogMaSZmBrDZAj8m_COv&Z
5. Why did TfL remove their Twitter accounts for each London Underground Tube lines, Bus Alerts, Overground, Crossrail account, Trams, etc.?
6. Are there plans for TfL to expand to platforms such as Mastodon and Blue Sky?
Kind regards
they/them pronouns
We answered
TfL Ref: FOI-0055-2425
Thank you for your request received by Transport for London (TfL) on8 April 2024 asking for information about guidance for TfL social media staff. Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy. I can confirm that we hold some of the information you require.
Specifically you asked:
Can you publish all the documents, such as guidance used by TfL to provide social media updates (including TfL Access on X (formerly Twitter)), responding to people's complaints and issues raised on social media (𝕏, Facebook, Instagram, etc.)?
Please see the attached document which provides guidance used to respond to customer contact on social media.
Although the following questions are not a request for recorded information. Please be advised of the following:
Why does TfL ask users on X to contact TfL on their website instead of addressing their issues raised by responding to them?
Specialist training and systems used by the Customer Services teams allows them to assist customers in the most effective manner, based on their enquiry type. The social media monitoring team will assist where general information is required and will confirm the best team to assist for specific enquiries and investigations.
3. Are they able to provide answers for users on X when they ask them for service updates, including London Buses as they get disrupted due to heavy traffic, incidents, etc.?
We provide live status updates on our services through our website and TfL Go mobile app. The social media team have no access to additional information and are unable to provide information on general delays due to traffic conditions or incidents.
4. When a TfL/Tube staff raises an issue on X, does your social media team forward the issue, such as safety critical, to the appropriate people, such as the Underground's control room? I saw one tweet from last year (2023), and your social media team hasn't responded to the issue raised by one Tube staff member. http://webdefence.global.blackspider.com/urlwrap/?q=AXicFcq9DsIgFAbQz_gMvoGTMeAFejVO2sTFTR2cSe0PkRYDtLFvbzzzwRnrJXBbLRD9TPwSKU6it85XYcgxeFGFHkYfLo97-dwVbAyhCe6UGy_aMInxjS7nTzpK-f1fWdZuaK82-nqWKds8Jkms9L5QiogMaSZmBrDZAj8m_COv&Z
Safety-critical issues we monitor are reported directly to the relevant teams.
5. Why did TfL remove their Twitter accounts for each London Underground Tube lines, Bus Alerts, Overground, Crossrail account, Trams, etc.?
A review of our channel strategy highlighted that there was little customer benefit through multiple accounts. Changes in platform algorithms impacted our ability to provide information that would be timely and presented to users in a usable sequence. As mentioned, we focus on providing real time updates for all users through our website and TfL Go mobile app.
6. Are there plans for TfL to expand to platforms such as Mastodon and Blue Sky?
We monitor the evolution of social media platforms and how they are used by customers. At present, there are no plans to include additional platforms to our services.
Please see the attached information sheet for details of your right to appeal.
Yours sincerely,
Mary Abidakun FOI Case Officer FOI Case Management Team General Counsel Transport for London
