The Metropolitan Transportation Authority, also known as the MTA, announced it won't use a system that sent automated travel alerts through Twitter.
to Elton John, who have reduced their Twitter presence or left the platform since its takeover by Elon Musk.It also caught riders, and some in the MTA, off guard, even as other transit agencies considered following suit.
MTA officials estimated the cost could run as high as $50,000 a month. For a transit agency that faces a multi-billion dollar deficit, paying that much raised concerns. Beyond the pricing, MTA officials offered other reasons for leaving Twitter, including the added vitriol and the move away from a chronological timeline. They also pointed to a desire to push customers toward in-house products, such as a pair of apps known as MYmta and TrainTime. They provide times for the subway and commuter rail system, respectively.
Only a few years ago, riders were often left in the dark about those changes until they were already on subway platforms, where transit workers would bark announcements through scratchy speakers or hang paper signs about changes. In addition to service alerts, the MTA’s customer service agents use Twitter to provide real-time responses to questions and concerns — a back-and-forth that often serves to calm riders’ frayed nerves.Last month, the agency sent out 21,000 replies on Twitter — responses that offered a valuable public window into the MTA’s customer service policy, according to Rachael Fauss, a senior policy advisor at the watchdog group Reinvent Albany.
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