Heather Waugh

Said the following about Scotland's Railway Communication Teams:

“Widespread severe disruption resulting in several major rail lines across Scotland being completely closed.

Rail links in all the main cities affected. Ever-changing conditions over several days, causing more lines to close at short notice.

You can just imagine the public outcry, can’t you?

Or can you?

Actually, the severe weather that hit Scotland over the period between October 6 to 8, causing line closures and damage for several days, was met with almost universal praise and support from the public.

You might want to take a second to read that again…

A heavily inconvenienced public. Not only did they endure the line closures and cancellations, but they took the time to praise the train companies involved!

At a time when more and more people are debating the value of our industry, how we treat those who depend on us is more important than ever. And, it’s when things go wrong that we lose the trust and patience of the public.

But, all those involved at Network Rail Scotland and ScotRail gave a stunning display of how to look after people during disruption.

Yes, it started with strong leadership. Difficult decisions made early. Choosing to keep lines open only where they knew it was safe, and where they could provide a reliable service. Those decisions ensured there were no passengers stranded for hours, no journeys started that couldn’t be completed and, most importantly, no lives risked.

But decisions like that, no matter how justified, NEVER receive universal support. No, my nomination isn’t for the leadership team at Network Rail Scotland and ScotRail, as much as they deserve it. I am nominating the OUTSTANDING communication teams at Network Rail Scotland and ScotRail, who went over and above to provide passengers and staff with information, updates, and visuals. It was their actions that ensured the decision taken by leaders were fully appreciated, understood, and supported. For 24 hours a day, they worked tirelessly:

• They communicated known closures and cancellations well ahead of time;

• They provided visuals of train lines across the country, allowing the public to fully understand why lines had been closed;

• They demonstrated everything that was being done to clear lines;

• They provided up to date information on lines that were at risk of becoming affected, again showing photographic visuals of ever changing conditions;

• Their information was accurate, and up-to-date, because they were pro-active in liaising with their teams right across the network to understand and communicate the information in a way that the public could understand.

Such was the incredible performance of these social media teams, people right across the country – even those NOT using the railway – chose to follow them because their information was so accurate and timely. They became an invaluable source of information for communities right across Scotland, helping other industries and communities to make informed decisions that kept people safe.

Their twitter accounts became the ones that the general public put their trust in.

But don’t take my word for it, here are just a few examples of thousands of appearing over social media:

“This account has been an EXCELLENT follow in the last few days – doing exactly what emergency planners and communities needed it to do”

“This feed has been very informative. I have family and friends in the worst affected areas, so I’ve been watching closely. Please can other regions raise their game to match the high standard of Network Rail Scotland communications”?

“What has been achieved to make the railway safe to run trains is nothing short of incredible”.

As an industry, we are discovering that our communication teams are absolutely invaluable, and we are lucky to have fantastic teams at TOCs and FOCs across the U.K. More often than not, they play a crucial role in whether someone will choose a career with us. They are the people who have the ability to demonstrate the values of an organisation. They are, without doubt, becoming one of the most important parts of a successful business. Both Scotrail, and Network Rail Scotland, have consistently received praise for demonstrating outstanding values.

But ultimately, it is when things go wrong that people will need them most. As an industry, we can never prevent the things that cause disruption. From weather, to fatalities, to incidents. But we CAN control how and WHEN we communicate.

Network Rail Scotland, and ScotRail, communication teams put on a performance that is surely worthy of winning this award? There are many individuals and teams in this category who are making a difference. But the performance by these social media teams is something the industry need to recognise, and emulate. Their tireless work ensured that credibility and public confidence in the industry wasn’t just maintained during severe disruption, but it was actually strengthened.

As a train driver for a freight company working in the affected areas, I wish to thank everyone involved in managing those difficult days. My line remained open almost throughout. Everything that could be run safely, was run. Thank you for keeping us all safe, and informed. An incredible achievement by an incredible team of people.“