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Train Train quotidien - Presentation in english

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This document summarizes the history of the Train train quotidien blog from its creation in 2005 to 2007. The blog started as a place to discuss customer dissatisfaction with France's national railway (SNCF) but grew into a larger community effort. When the SNCF tried to censor negative posts through the blog's hosting platform, it backfired and drew widespread coverage. The regional government withheld funding and the SNCF president was forced to commit to quality improvements, though the railway did not fully respect this agreement. The blog community continued fighting to hold SNCF accountable for service quality.

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Xavier Moisant / http://xmo.blogs.com/train_train_quotidien Train train quotidien A community vs. an institution
A blog created randomly First notes at the beginning of 2005 on a previous blog. Creation of ?Train train quotidien?, May 2005
Contents grow for 2 years. At the end of 2006, quality goes badly poor. The blog became the place of unsatisfied customers.
Texte Material for blogs. Blog becomes open to other authors.
Community organizes itself PA Press Digital monitoring
Growing mobilisation
First reaction of SCNF : no comment. Customers continue to write and publish on blog. Second reaction of SNCF : press pr to explain that the blog is not representative, don¡¯t believe it. Where is the SNCF ?
A fake logo of SNCF is published on the blog. SNCF asks to Typepad to censor the blog. SNCF and Typepad doesn¡¯t contact the author of the blog Unfortunately... The affair !
Tens of blog and website publish the logo and comment the censorship. The Communication Director of SNCF answers to the post on lemondedublog.com Typepad agrees it was a mistake and allows to publish again the note. The reaction
September 2007, The ?Conseil r¨¦gional de Haute-Normandie? (local political power) suspends a 30 million of euros subvention to SNCF. October 2007, SNCF president comes to sign a document about the improvement of the quality. Blog has been hijacked, tens of notes and comments are deleted. SNCF doesn¡¯t respect the convention. Blog community is again fighting to improve the quality : Normandy call, interviews on national radio (France Info), press, politicians.

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Train Train quotidien - Presentation in english

  • 1. Xavier Moisant / http://xmo.blogs.com/train_train_quotidien Train train quotidien A community vs. an institution
  • 2. A blog created randomly First notes at the beginning of 2005 on a previous blog. Creation of ?Train train quotidien?, May 2005
  • 3. Contents grow for 2 years. At the end of 2006, quality goes badly poor. The blog became the place of unsatisfied customers.
  • 4. Texte Material for blogs. Blog becomes open to other authors.
  • 5. Community organizes itself PA Press Digital monitoring
  • 7. First reaction of SCNF : no comment. Customers continue to write and publish on blog. Second reaction of SNCF : press pr to explain that the blog is not representative, don¡¯t believe it. Where is the SNCF ?
  • 8. A fake logo of SNCF is published on the blog. SNCF asks to Typepad to censor the blog. SNCF and Typepad doesn¡¯t contact the author of the blog Unfortunately... The affair !
  • 9. Tens of blog and website publish the logo and comment the censorship. The Communication Director of SNCF answers to the post on lemondedublog.com Typepad agrees it was a mistake and allows to publish again the note. The reaction
  • 10. September 2007, The ?Conseil r¨¦gional de Haute-Normandie? (local political power) suspends a 30 million of euros subvention to SNCF. October 2007, SNCF president comes to sign a document about the improvement of the quality. Blog has been hijacked, tens of notes and comments are deleted. SNCF doesn¡¯t respect the convention. Blog community is again fighting to improve the quality : Normandy call, interviews on national radio (France Info), press, politicians.