Not knowing how everything is managed, how does the information about what is going to happen (or what is hoped will happen) get relayed to the people that inform the general public via the web, Twitter, email, SMS and the platform systems?
Could there not be someone in control that is shadowing the staff making the key decisions to relay the information, if the current system is that it's done by the control staff when they get a chance (and obviously during dire disruption, that's a low priority).
Every single time there are problems, it's always lack of information. Even things like organising alternative services, or bus shuttles, causes problems when many live running info sites will just report loads of cancelled services - but not the alternative services. I know that it takes time to remove services and add in new ones, and - again - this can be a low priority, but these things really do make a MASSIVE difference.
The general public is usually very ignorant and often totally unfair in how it expects the railway to cope with things, but it doesn't help when they're so often not given information or explanations. Simply saying that - as of now - the standard timetable is gone, so forget your booked service, forget your advance tickets and seat reservations; this is what we're aiming to do. Anyone that can find alternative routes, or cancel their journey, do so.. and let's deal with the rest.
I know that's a bit simplistic, but you get the idea. TOCs might need to actually invest in staff to deal with emergencies like this even if they might end up paying staff to do very little when things are going well. The benefits in positive PR and happier passengers would have to be worth a few extra salaries, no?
[If it's the case that many TOCs are sharing offices with Network Rail, then such staff could be shared between multiple TOCs too]
