Comms About the LIRR Accident
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A Long Island Rail Road train derailed at the Atlantic station in Brooklyn, leaving 76 commuters injured. I never expect much from MTA communications: the last few train problems resulted in a flurry of scheduling messages but little in the way of empathy. This time seems no different. 
A notice on the LIRR website and one tweet warn us to "anticipate possible delays," but subsequent tweets offer no other information or apology. A news conference, so far, is not to be found, but it's still early.
When the MTA has expressed empathy, it has taken a while, so we may see something later, and I'll update this post.
Discussion:
- As a priority, customers do need to know about delays, but why does the human stuff take so long for the MTA?
- Why is humanity important in these types of situations?
- Draft a few tweets and website updates. What could the organization say at this point?
