First withdraw answering Tweets locally

A press release published on the First website this afternoon advises that the operator are locally withdrawing from responding to customer Tweets with effect from Saturday 27th June. The press release claims that it is part of a national group initiative which is hoped to ensure that all information provided is as accurate as possible. Increased investment has been put into the Customer Services team as a result. All local Twitter accounts will remain online, but solely tweeting service updates and disruption.

The move has not been taken well, and has already made the local press. David Powles, Investigations Editor for Archant, (@David_Powles) Tweeted this morning "Strange decision by @FirstNorwich to stop responding to passenger tweets and complaints. Uncomfortable for them to receive - yes - but... The fact @FirstNorwich responds on Twitter are often what stops you from getting even more exasperated - prob enough to complain via email." All things online enthusiast Tony Sutton (@tony_sutton) says "...Very disappointing. That's not how social media works! They've gone back to the stone age."

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About Kieran Smith

Norwich Buses Blog was founded in December 2013 by Sam Larke after he left another popular blog, Norwich Bus Page. Since it's launch, the site has grown dramatically, especially whilst written solely by Kieran Smith during 2015. The blog is now in it's third year and we look forward to more success and growth in the future. If you think you'd make a good writer for Norwich Buses Blog, please do get in touch via email: samuel.larke@gmail.com
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