• Kali (her nickname) is in charge of TER Pays-de-la-Loire's Twitter feed at Nantes station.

  • This former journalist mainly informs and answers questions from SNCF users from 6 a.m. to 1 p.m. Monday to Friday.

It is installed in the middle of the open space of the operational center in the regional tower overlooking Nantes station. In front of her, two screens, one so as not to miss any train traffic, the other with the Twitter page. Kali (her nickname) is community manager for TER Pays-de-la-Loire. She takes care of social networks, and especially the Twitter thread. This thirty - "closer to thirty than forty," she smiles - runs Monday to Friday from 6 am to 1 pm. Jo takes over in the afternoons from 1 p.m. to 8 p.m. On Sunday, Xavier informs users from 1:30 p.m. to 8:30 p.m.

Hello!



On this # WorldSunDay, we invite you to share your best photos on TER, with the sun rising or setting.



đź“·We will share the most beautiful shots throughout the day!

#NosTwittosOntDuTalent



Kali pic.twitter.com/lqtss0ZqTP

- TER Pays de la Loire (@ TERPays2LaLoire) May 3, 2021

When this (former) journalist, passed by RMC and Parisian radios, arrived from the Paris region to Nantes in 2016, the Twitter thread was only in its infancy. "There were 150 subscribers, including 100 railway workers," laughs the one who lives near Nantes. Today, more than 7,000 are following traffic information from the TER Pays-de-la-Loire Twitter account. Of the total daily travelers [48,500] in the region, 15% of them are subscribed to the wire. “We are the second in France on the network,” says Kali. Only TER Nomad (Normandy) does better with 30% of their travelers subscribed to the wire.

Hello Hello!



June 1st and hottest day of the week !!!

#OnEnProfite



🍶💦Remember to bring a bottle / flask filled with water before starting your day!



Kali pic.twitter.com/zdXV24oW1l

- TER Pays de la Loire (@ TERPays2LaLoire) June 1, 2021

Objective of the TER Pays-de-la-Loire Twitter thread: "to have a connection plan with customers and to have both ascending and descending information", summarizes, with somewhat barbaric terms, Kali.

Each morning, a minimum of six pushes ("traffic information, commercial information, tips or games") and alongside that, dozens and dozens of tweets in response to questions, comments, sighs of users.

The number of tweets increases considerably depending on the circumstances.

For example, in February, when the ice storm was invited in the region, the community manager had multiplied the tweets.

Putting yourself in the user's shoes is his credo

"I'm on the train, I'm stuck, what's going on? "Kali is there to inform, explain, but above all" to calm and appease ". “It's distressing to know exactly what's going on. ”When he arrived, the tone was“ care bears ”. Kali: “Customers are not stupid. Now, we can no longer tell them nonsense ... "To defuse worries, the CM uses" humor and especially pedagogy ". "And it works with everyone, even the most troll of trolls", smiles Kali, specifying that these followers of the controversy are about 30 out of all of her subscribers.

Putting yourself in the user's shoes is the leitmotif of this native of the Paris region. “You always need a lot of empathy and, above all, keep calm. But, I don't think I work in the worst region, people are civilized here. The worst "insults"? "Dumbass, lazy". To defuse tense situations, a dose of “second degree, but not with everyone”. Kali knows most of her customers, from the most grumpy to the friendliest. During the long periods of confinement that have considerably slowed down the Twitter feed, some have come forward while they are telecommuting. “They greet me even though they're not on the train. Others tell their story: "I read such and such a book" or "two days ago, I became a dad". And finally, there are those who thank Kali with great affection. " Once,I received flowers and another time, a box of chocolates, ”announces the CM, with pride.

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