Barely three months after it started its Twitter account, India Post — it was the first GOI department to go on a social networking page — has 1,164 followers and has resolved countless complaints and queries.
About negative comments or complaints, secretary, Posts, Radhika Doraiswamy says, “We want the negative comments. We started this page as a marketing tool for our international product, but each negative comment is an opportunity to set things right,” she said, but added, “There is also a tremendous amount of goodwill for India Post.”
A casual visitor to the India Post page, @anandanjaria, had left a tweet on the department’s twitter page, saying, “Hope they can track my lost parcel.” It took some tweeting back and forth, but on 19 May, 2010, Anjaria left a tweet saying the parcel had been handed over.
For a page that started out with trying to tell people about its activities such as commemorative stamps, exhibitions and its products, PostOfficeIndia has come quite far, says Doraiswamy.
Sample some queries: “Can I send perishable food in a domestic parcel?”, “What are the rates to send a parcel to…”. “Is it possible to receive mail during non-office hours?”.
The department’s own tweets include messages such as “India Post reaches out to Manipur to mitigate impact of blockade.” Or: “Sending a parcel abroad? Try the secure &convenient Flate Rate Box.”.
The only problem as of now is the department’s twitter presence is dependent on “only one boy”, who manages the page.
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