KEEP SCOTLAND BEAUTIFUL COMMUNITY PROJECTS Keep Scotland Beautiful’s Community Projects work with a wide range of individuals, groups and organisations across Scotland. Our activities include projects from encouraging biodiversity to taking care of garde
update Social media It’s been an extremely busy year, with the Commonwealth Games and Ryder Cup both coming to Scotland, followed by the franchise announcement in October. I’d like to say a huge thank you for all your hard work and efforts during our special summer of events – many of you went above and beyond your normal duties to help customers and spectators, and for that, I am very grateful. Some of our stars of the Commonwealth Games were recognised at our third Your Recognition Ball last month – turn to pages 8, 9 and 10 to nd out who the winners were, and to see your colleagues dressed to impress at the black tie event. Welcome Letter Follow us online Follow us on Twitter @ScotRail, at facebook.com/ScotRail and subscribe to our ScotRail YouTube channel. Crossword corner Pit your wits against Between the Lines’ fun crossword. The solution can be found on p15. ACROSS: 1. White late-winter ower (8 letters) ; 5. Slender (4) ; 7. Consumes (4) ; 8. Injured a muscle (8) ; 9. Gluttonous (6) ; 12. Sweet zzy powder (7) ; 15. Winter month (7) ; 19. Chilled (6) ; 21. Scrawl (8) ; 22. Repeated sound (4) ; 23. Christmas log (4) ; 24. Practise (8) DOWN: 1. Toboggan (6) ; 2. Trash (5) ; 3. Dangerous (5) ; 4. Expire (6) ; 5. Tremble with cold (6) ; 6. Unassuming (6) ; 10. Deep and crisp and …. (4) ; 11. Opera star (4) ; 12. Reserved (3) ; 13. At any time (4) ; 14. Low, humming sound (4) ; 15. Pullover (6) ; 16. Cricket of cial (6) ; 17. Thief (6) ; 18. Nap (6) ; 19. New (5) ; 20. Musical drama (5) We are proud to have contributed to Scotland’s summer of big events, helping spectators travel across the country to the Commonwealth Games, the Edinburgh Festivals and the Ryder Cup at Gleneagles. Brett Herriot @BrettHerriot Thank you @ScotRail for an excellent rst class Sleeper service to London! The whisky night cap really helps! Until next time! @ScotRail @BrettHerriot Glad you enjoyed it, Brett. Hope to see you again soon! ^G Tweetback Many of you will have questions regarding the Sleeper and daytime franchise decisions and what happens next. Page 4 includes an update and email addresses that you can use to send your queries to us – we will do our best to answer these as soon as we can. Meanwhile, page 12 introduces our new head of occupational safety, Fiona Campbell, and her main priorities for the role, including winter preparations. The deadline for the second round of grant applications to the ScotRail Foundation this year was 1 September. Turn to page 6 to nd out how many organisations and staff were successful, and for details of how to apply before the next cut-off – 1 December. If you would like to get in touch or comment on any of the articles in this edition, please email: betweenthelines@ rstgroup.com Steve Montgomery, managing director As a Proud Supporter of Glasgow 2014, more than 1.1 million passengers travelled with us to 13 Games venues. While you were busy on the ground directing Games-goers and dishing out high- ves, our social media team were answering online enquiries. We handled more than 5,500 conversations on Facebook and Twitter, and our Games updates had a potential audience of more than 157 million . Following the iconic sporting event, we didn’t have a chance to catch our breath as the Edinburgh Festivals were in full swing. We ran an extended service, including later trains from the capital, and our social media team worked longer hours to meet the demand. To top off the summer, more than 7,500 passengers travelled with us each day to and from the Ryder Cup. As a result, our social media traf c increased by 112% , and the public’s positive feelings towards us rose by eight points over that weekend, as we worked tirelessly to ensure spectators had an enjoyable experience. 2 between the lines WELCOME AND SOCIAL MEDIA
With the final flags being taken down and daily routines gettng back to normal, we thought we would share some of the stand out moments from our Commonwealth Games involvement. As Official Supporter of Passenger Rail Services, our Games delivery was two years in the planning. And with an additional 1.1 million passenger journeys recorded during the 11 days of sport, we should all be incredibly proud of the service we provided.
update Social media With just a few days to go until the Commonwealth Games get under way, I’d like to thank you all for your hard work and efforts so far. It’s going to be a busy but exciting time and I know that we are going to deliver our personal best for spectators and regular customers alike. Turn to pages 8 and 9 to nd out all about the Games timetable and the changes we’ll be bringing in to help journeys run as smoothly as possible. Shortly after the Games nish, our attention will turn to the Ryder Cup, which takes place in September. Read more about – and see photos of – the refurbishment of Gleneagles station on page 7. Welcome Letter Follow us online Follow us on Twitter @ScotRail, at facebook.com/ScotRail and subscribe to our ScotRail YouTube channel. Crossword corner Pit your wits against Between the Lines’ fun crossword! The solution can be found on p15. ACROSS: 1. Scots golfer ( rst name Sam) (8 letters) ; 5. Attempt on goal (4) ; 7. Noisy (4) ; 8. Thinner (8) ; 9. Close (6) ; 12. Internet page (7) ; 15. Small publication (7) ; 19. Religious buildings (6) ; 21. African country (8) ; 22. List of food (4) ; 23. Item of jewellery (4) ; 24. Looked at closely (8) DOWN: 1. Ability (6) ; 2. Gol ng Cup (5) ; 3. Paid guardian for children (5) ; 4. Continent (6) ; 5. Sporting legwear (6) ; 6. Aquatic reptile (6) ; 10. In addition (4) ; 11. Hit by golfers (4) ; 12. Soaking (3) ; 13. Drop of thick liquid (4) ; 14. Lazy (4) ; 15. Plain jacket (6) ; 16. Sportsperson’s luggage (6) ; 17. Fit for consumption (6) ; 18. Released (6) ; 19. Stadium (5) ; 20. Disney deer (5) Our social media channels are shaping up to be more popular than ever this summer. Since the beginning of March, we’ve gained almost 5,000 new followers, sent over 3,000 tweets, received more than 1,000 retweets and had a total of 9,000 mentions on Twitter alone. Look out for more social media highlights throughout this edition of Between the Lines. So far this year, we’ve been using our social media channels to help promote various campaigns, including the Online Sleeper Sale and Club 55 , as well as continuing to answer customer queries on a daily basis. Competitions As an of cial sponsor of the Glasgow 2014 Commonwealth Games, we have also been using social media to run a number of exclusive ticket giveaway competitions for several high-pro le events, which have been proving popular with our followers. @Greery Thanks to 1 of your employees who saved a baby Blue Tit from being squished at Perth Station. Humanity lives, as does the Blue Tit. @ScotRail Awww! Thanks Greer - glad to hear it lived to cheep the tale. T weetback With just three months to go until the winner of the daytime services bid is announced, read the latest franchise news on page 6. For the rst time, we’re also introducing a new staff app to help bring articles to life via short video clips. The app is called Augmented Reality (AR) and works via Smartphones and tablets. Details of how to download it onto your preferred device are outlined below in three simple steps. Two articles – ScotRail Foundation (p4) and the Commonwealth Games (p8&9) – are supplemented with video content. With the app open, scan the image highlighted on each page to view the two-minute clips. Please let us know how you get on with the app, as we plan to use it for more staff communications in the future. Get in touch with us via betweenthelines@ rstgroup.com Steve Montgomery, managing director 2 between the lines WELCOME AND SOCIAL MEDIA