Xavier Moisant / http://xmo.blogs.com/train_train_quotidien

Train train quotidienA 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

PAPA PressPressDigital Digital

monitorimonitoringng

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 régional 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.