CHENNAI:Taking twitter-governance to the next level, Railway Minister Suresh Prabhu has directed all zonal Railway General Managers to start their own twitter handle for keeping a tab on passenger complaints received through social media and redress them immediately.
This was not just an oral order! The railway board has issued an official circular to all the 18 GMs last fortnight. GMs have to ensure that their twitter handles follow the zonal railway’s handle and passenger complaints were promptly responded. Official facebook pages must also be regularly updated and monitored by the GM, the circular noted.
The GMs must also ensure that the Divisional Railway Managers (DRMs), working under them, should also become twitter-savvy. Complaints tweeted to the official twitter handle of the Railway Ministry (@RailMinIndia) would be forwarded to the GMs and DRMs which would have to be resolved, the circular said.
Railway sources told Express that GMs might not be too keyed into the trends of social media governance, but would have to follow the rule as it had been officially notified through a circular.
Southern Railway has an active presence on twitter (@SRailwayIndia) as well as on facebook. Among the divisions, Madurai (@maduraidivision), Salem (@prosalemsrly), Trivandrum (@TVC138) and Palakkad (@propgt14) have a presence on twitter. Most divisions except Chennai division have an active presence on facebook and twitter.