This was interesting today as the skytrain was down in a particular station it seemed for pretty much the whole day and this created chaos as a lot of busses had to be brought in to make up for all the passengers that would normally rely on the skytrain. Heavy police presence was everywhere too in trying to mage the crowd as if there was some kind of event going on. The bad thing was it seemed like every public support channel had no clue what was going on and as a result people couldn’t be informed.
They usually have a lot of different departments to communicate it as well such the telephone, in-person spaces or even social media account. But it didn’t seem like any of them knew exactly what the issue was. It sure shows how just one line of communication can affect pretty much every single department you have and how important it is to have some kind of backup plan for people to get answers themselves versus waiting for it to be fed to them.
I know a lot of places keep lower level departments blind due to the chain of commands. But empowering people to be able to take action when needed at times like is important too. You need a balance.