Freedom of Information request - Question about the software used to report disruptions on the TfL Access account on X (formerly Twitter)?
Request ID: FOI-4558-2324 Date published: 08 April 2024
You asked
Dear Transport for London,
On the 9th March 2024 at 4:37am, TfL Access said on X (formerly Twitter):
"⛔ Notting Hill Gate:
This station is closed, due to late running freight trains."
https://twitter.com/TfLAccess/status/1766322510109302964
Would you be able to confirm if it's a freight train or an engineering train used on the Central or the shared District line and Circle line?
Then a user on X responded to the quoted post:
"Almost certainly just clicked the wrong reason in a drop-down menu - likely the one directly above or directly below the one they were intending to click."
https://twitter.com/DerpyScripts/status/1766486954047078801
Can you confirm this is an error made by your social media team?
Can you tell me which software you have used to report disruptions on your TfL Access X account?
Can you publish the guidance or documents which are used to report disruptions on your TfL Access X account?
Kind regards
they/them pronouns
We answered
TfL Ref: FOI-4558-2324
Thank you for your request received by Transport for London (TfL) on9 March 2024 asking for information about TfL Access account on X. Your request has been considered in accordance with the requirements of the Freedom of Information Act. I can confirm that we hold the information you require. Notting Hill Gate station was closed due to the late-running traffic of a freight train with ballast carriages.
Tweets are composed by staff based on the message provided by the London Underground Control Centre. No drop down menu is used.
Our social media system, sprinklr is used to schedule and publish posts, and respond to contacts on our social media channels.
Please see the requested guidance attached.
If this is not the information you are looking for, or if you are unable to access it for any reason, please do not hesitate to contact me.
Please see the attached information sheet for details of your right to appeal as well as information on copyright and what to do if you would like to re-use any of the information we have disclosed.
Yours sincerely,
Mary Abidakun FOI Case Officer FOI Case Management Team General Counsel Transport for London
