I think going back to some old approaches Go North East have had in years past would work such as posting leaflets out of each resident in the local areas they operate in to advise of changes at the period of consultation for further feedback, then do the same again with a plan of said changes before sending out a final leaflet confirming the service changes and posting a link to an online webform for those who have internet access. In the interim they could do pop up consultations as they have done in the past I specially remember them doing one in Park Lane several years back and at other Bus Stations across the network where they had the Coffee Bike etc which I thought was a good way to target customers who otherwise would've just walked past.
With the current booklet if it was sent out in the post as well it targets car users also as this "potential customer" isn't going to look on Go North East's Social Media are they, so how else do you inform them and convince them to switch to bus which is the end game not just for operators but the local councils who are looking to reduce emissions in the longer term also, yeah I get this would increase printing costs and would involve a lot of long hours producing such documentation to the public but it would have a greater impact all round.
In summary you'd have the following means of contact:
- Leaflet Form via Post/Online Webform on Go North East Website and Local Council Sites
- Pop Up Public Consultations in Bus Stations/Shopping Centres and Library's
- Social Media via Facebook & Twitter
- Leaflets on all Buses and Racks at Bus Stations/Shopping Centres and Library's