After presenting the Railway Budget on February 25, Suresh Prabhu, Railway Minister, had stated that the use of Twitter is a largest outreach programme by any organisation to reach people on real-time basis in a complex structure such as the Railways.
If you go to the Twitter page of Indian Railways, you find a list of 80-plus Twitter handles of general managers of zonal railways and divisional railway managers of various divisions. Barring a few, most of these handles were set up in July and months after that last year.
Twitter handles of Indian Railways (@RailMinIndia) and the minister (@sureshpprabhu) have nearly 9.57 lakh and 8.03 lakh followers, respectively. While many handles of zonal and divisional heads have more than 1,000 followers, a few send tweets regularly.
In an informal chat with BusinessLine during his visit to Mangaluru, a senior official of Konkan Railway said a dedicated person monitors twitter round the clock. The officials also monitor whatever is being tagged or the notifications they get on Twitter. Indian Railways get both bouquets and brickbats by users, in good numbers.
While many take to Twitter to complain about the lack of facilities, or cleanliness or about the demand for bribes, some use it as an SOS tool.
The users also shower praises on the good works done by the staff and the better amenities provided in the coach, along with posting pictures of clean station premises.
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