People helping people as they get from here to there

admin

Proper use of “Rate this message”

March 27th, 2014  |  Published in admin, community updates

Summary:  Your ratings are key to maintaining the quality of Clever Commute user-generated messages. If you find a message unhelpful, please simply answer No to the Was this alert helpful? prompt.
Report abuse is for spam/hacks and patently offensive content.

—-

Toward the bottom of every user-generated message we send, you will find a section such WasThisAlertHelpful
as that shown at the right:

We provide this feature in order to:

  1. reward the helpful post-ers
  2. engage and coach the un-helpful ones
  3. identify and deal with any spam or unauthorized use of the system

So, in the context of our best practices, you have two choices: Yes and No

Use Report Abuse here:

  • A hacker/spammer is able to bypass our security and get their message sent to the community
    (it’s rare…but it happens. See next point)
  • A spam message is sent from the compromised e-mail account of an otherwise-valid Clever Commuter
    (e.g., if an unauthorized person gets access to your e-mail account…then we may not immediately know)
  • A legitimate commuter says something offensive / derogatory / insensitive, etc.

If you have additional concerns about a message you see, please feel free to let us know at feedback@clevercommute.com

Just because you don’t care for the content of a message, that does not necessarily mean that someone is abusing the system. Examples:

  • A commuter shares a good alert…but outside of traditional commuting times
  • Messages which come to you via our 3rd party feeds (e.g., Port Authority)

Final point: It may be worth your time to look at our premium product (The Inside Track). It gives you the ability to filter (block) messages based on category, sender and time-0f-day/day-of-week. (see examples here)

FYI – here are examples of recent messages which were marked as Abuse…but clearly are not.

  •  Bus Customer Alert – The PA Bus Term for Arrivals (NY-bound) is experiencing a delay due to a disabled vehicle/accident.
  • Detour thru Secaucus. Problem inbound.
  • 6:34 AM Northport to Hunters Point missed connection at Jamaica. Going to be 15 minutes late into NYP
  • 7:51 AM Millburn MTD making extra stop at Secaucus. Already delayed in swamps by a few mins.
  • 8:17 Walnut to NYP announced as picking up Secaucus passengers then rolls through when no one is on the platform

Wow! You certainly vented!

September 25th, 2013  |  Published in admin

Gosh…you could make a sailor blush!  :)

But seriously: Just a friendly reminder that  vent -at- clevercommute -dot-com is a novelty address…provided by Clever Commute for the benefit of the commuters.

Unlike our traditional service, the note you just shared went to an unattended mailbox…and will NOT be automatically sent to commuters on your line.

FYI – We may re-post the “best of” at our Twitter feed (@clevervent)…but we don’t attribute it to you.

If you are currently not a Clever Commuter…then come sign up at http://clevercommute.com/signup …but please…keep it clean :)

Read more about the Vent feature at  http://www.clevercommute.com/vent

Clever Commute is not affiliated with the transit providers…and use of this service is subject to our terms and conditions.

Now, anyone can share a transit alert with fellow commuters! [beta]

September 16th, 2013  |  Published in admin, announcements, documentation, promotion

The link:  http://www.clevercommute.com/alert

Previously, in order for commuters to share info on Clever Commute, they needed to be a registered member (of our free service…or our premium service – The Inside Track).

Now, any commuter can use any connected device to create an alert for any line we cover!

This expansion is especially helpful beca!use commuters can now enrich their alerts in two new ways:

  1. Category – Pick from a list of known problems
  2. Geo-location – It’s always important to know what the issue is…but now we capture where.

Clever Commute uses 1 and 2 above to improve the overall experience.
We also allow users of  
The Inside Track to see and leverage this data (e.g., show/hide various categories, and see the alerts on a map).

Cool: Regardless of whether you use an iPhone, iPad, Andriod or other, you can use this neat trick to launch this new feature from your device’s desktop (just as you’d do with an app).

User guide to creating an alert:

4 fields

  1. E-mail address – We use that to check if you are a Clever Commuter. It will NOT be shared with the commuters (or anyone else).
  2. Select the commuters you want to reach. 99% of the time, this is your train/bus line
  3. Select a category – Self-explanatory
  4. Share your message – You can find a link to our best practices on that page…or right here

Finally:

  • As you can imagine, messages with location info are generally more helpful than those without.
  • Check the box for T&C…and you are all set!

 

People Helping People Helping People

February 5th, 2012  |  Published in admin, announcements, social

We just wanted to be sure you know that we have a new-ish way to manage customer support (and our Contact Us link at our web site). We announced it almost a year ago at this blog post.

As the size of our community surpasses the 20,000 commuter mark, it’s time to think about new and innovative ways to thrill and retain the only true asset we have: the commuters.

It probably comes as no surprise that we are crowdsourcing it…with help from an innovative company called GetSatisfaction.com

What is Get Satisfaction (2 minute YouTube video). Didn’t watch that? Well here is what you need to know:  GetSatisfaction is a 3rd party website which tracks and manages the questions and answers from the community. Instead of writing to someone at Clever Commute…and waiting…the GetSatisfaction technology guides you to the answer.

Clever Commute technology is solid and the commuters are proactive and helpful. But…”stuff” comes up…and we need a scalable way to address it. For example:

  • Commuters may have question about their subscription (sign-up, change address, pausing “Clever Commute” while on vacation, etc)
  • Our business partners have questions about their data feeds
  • Sponsors may be looking for our media kit for advertisers
  • The media may want to reach us for a quote or interview
So, please check it out the next time you have an issue or a question.

 

 

 

If you are posting the Bar Car info

June 13th, 2011  |  Published in admin, announcements, MNR, new markets, techdoc

Just a few things to remember:

  • There is one e-mail address for the trains from GCT and another for the trains to GCT (we’ll make sure you have both addresses).
  • Once you send to that address…our technology will send it to the subscribers…and we’ll also Tweet it
  • Do not “Forward” mails to the e-mail address we use
  • Avoid extra punctuation (sure you can say “5:48″, but don’t put “…” in there)
  • All you need to do is put the the times in your mail (e.g., you don’t need to say “have a bar car tonight”). Recipients know that this is The Bar Car Report…and it is clearly labeled as such
  • Yes…you can send updates at any time in case things change
  • Here is one good way to share the news:

526 548 608 611 807 907 plus 531 614  stamford locals

Customer Service for Clever Commuters

May 16th, 2011  |  Published in admin, announcements, community updates, social

Summary: Clever Commute is in the process of rolling out a new way to manage customer support. it probably comes as no surprise that we are crowdsourcing it…with help from GetSatisfaction.com

As the size of our community approaches the 20,000 commuter mark, it’s time to think about new and innovative ways to thrill and retain the only true asset we have: the commuters.

Clever Commute technology is solid and the commuters are proactive and helpful. But…”stuff” comes up…and we need a scalable way to address it. For example:

  • Commuters may have question about their subscription (sign-up, change address, pausing “Clever Commute” while on vacation, etc)
  • Our business partners have questions about their data feeds
  • Sponsors may be looking for our media kit for advertisers
  • The media may want to reach us for a quote or interview

Enter: What is Get Satisfaction (2 minute YouTube video)

Didn’t watch that? Well here is what you need to know:

GetSatisfaction is a 3rd party website which tracks and manages the questions and answers from the community.Instead of writing to someone at Clever Commute…and waiting…the GetSatisfaction technology guides you to the answer.

We will update this page as move forward with the roll-out…but we did want to put this here as a placeholder.

 

 

Another great new feature: “Rate this message”

May 10th, 2011  |  Published in admin, announcements, Ops, social

One of the tough things about my job as “Conductor” is actually trying to manage the content & volume of the messages that people send.  Maybe you have been a part of the conversation about:

As you can imagine, sometimes, the answer is it depends. So, in the spirit of crowdsourcing, we are pleased to announce a great new feature: Rate this message. How it works:

At the bottom of every commuter-generated message you get, there will be a new section, as follows:

Was this message helpful?
Yes
No    
Report abuse

The blue text above are links. When commuter clicks on their choice, they are taken to a web page which thanks them for casting their vote. That’s it!

A few things to note:

  • Our database records the rankings…and our program safeguards against multiple votes on a given message by the same person.
  • Regarding that last category: sometimes, Clever Commuters break the rules…and we then need to remind them of our Rules of the Road. Even more rare is the situation where true spam (from a non-Clever person) slips through. It’s a huge help if the commuters can help us identify that, too.

As you can imagine, this lays the groundwork for several new features:
1. We can give feedback and coaching to post-ers who are consistently rated “low”
2. We can reward post-ers who are rated “high”
3. We can explore new features like “ALWAYS send me updates from this person” and “NEVER send me updates from that person”
4. Automate the process for handling spam and abusive mails
5. …what else?  I’m sure there is more

“Step 1″ was just to get the framework in place. This is “version 1.0″…so I’m sure there are ways to improve it…so send me your feedback.

What this blog needs

March 9th, 2011  |  Published in admin

  1. Clever Commute logo – Better branding via putting the logo somewhere on the page
  2. Resolve proper use of “Pages” vs “Posts” – I have been inconsistent as I don’t really understand the pros/cons of each
  3. A better template…or better use of this template
  4. Example RSS feeds – I’d like display one of my rss feeds here…but I do NOT want to share the underlying URL
  5. Example ads – I’d like to showcase screenshots from the mobile experience
  6. A section for Videos – Link to / embed items from my Youtube channel
  7. Proof of concept of iFrame – I’d like to have a page that has the Clever Commute iFrame
  8. Make interactive via moderated comments – Facebook Comments…and maybe another way to let users chime in and react to posts
  9. Workflow/Templates for examples – We document those instances where Clever Commute data is better/faster than others. It’s a manual process…and I’d love to templateize it…and outsource it (e.g., find a way to pay someone to ONLY do “example” updates. I would moderate them before they go live). Maybe the simple answer is to set up the workflow so that I moderate all posts
  10. Put ads on the site – Two types (1) From a network such as Federated Media and (2) from the actual Clever Commute advertisers (is there a way for WordPress to run an SQL query and display the results in a widget?
  11. Media kits (TBD)  – we have 4 media kits (for advertisers, for B2B clients, for the media, for the riders). Can we hist this content here on the blog? For example: 75% of the content is the same across all 4…AND…when I update one, I want the content to update in all 4. Note that this content can change several times a year
  12. Ensure this blog is secure
  13. Ensure that this blog is backed-up
  14. Strategy for managing upgrades to WordPress

Yuck

March 8th, 2011  |  Published in admin, announcements

This blog needs help. Can you help me? Know someone who can?

I welcome participation of any kind:

  • One time fixes and clean-up (I know…the menus/posts/pages are “all over the place”…I just don’t understand how it all works). I’d love to use a better template…
  • Add some new widgets…my logo..and some way to make it more interactive (comments are “off”…but now that Facebook has their new sign-in/comment tool…it’s time to revisit)
  • And even some ongoing help with the content (I always have ideas and content…but I just never get around to doing the actual entries. or…do YOU have ideas for content? I’m open to that, too)

Anyway…I really do believe that this blog could be so much better.

Even if you just spent a day on it…I’d welcome it…and do whatever I can to reward you. No, I don’t have cash…but maybe I can help you promote something via ads on Clever Commute?

Again – any and all help is appreciated.

Regarding Lost And Found

January 28th, 2011  |  Published in admin, announcements

If you lose something and want to see if your fellow commuters have it, it’s OK to send a message to see if anyone has found it.
Please follow these guidelines:

  1. Be specific (which train? from where? did you sit in the front? the back? where did you get off?)
  2. As we encourage for ALL Clever Commute messages, use just the subject line for your mail.
    Remember, for your protection, our technology tries to find and eliminate personal info from the bodies of all mails (e.g., your e-mail address and phone number).

Example:

Jan monthly pass left in front car of 6:18 PM from NYP to Watchung Avenue. Contact Bob 973-744-0987.

NOTE: here is the link to NJ Transit Lost and Found (or call 973-275-5555)