They need to hire a full time Social Media Person (I would volunteer). This person would search Twitter and try to find answers to the issues. Provide Public interaction to bring TriMet and their customers to a more personal level. They are limited complaints, but if people knew someone was listening, they would voice more. Complaints, questions and even commendations. Its a customer service position in a way. I would take it further, give me a laptop and I can tweet from a MAX line, a bus route, meet some of the readers face to face. Being on a personal level is important for this agency. People have questions, they want answers, and no one is providing them. They are here to provide a public service, but they need to have a connection between them and the riding public. Some won't care, but some will. They were all over the Green Line tweets, but after that ended, they have sort of disappeared. Tweets can be service alerts, Information on route and meetings, and helping fellow tweeters out. Someone asks "Where is my 44?", the SM person makes a call to find out, and tweets the results. Someone complains about a broken machine, the SM Person can relay. It fast and easy for the customer, and its something TriMet needs to focus on, its a growing form of communication, and they need to be on board. I am tired of seeing all the questions, complaints and whys, with no help from TriMet.
Its a long shot, but this is a blog after all, I am entitled to my opinion hehe.