BEST PRACTICES FOR TRANSPORTATION AGENCY USE OF SOCIAL MEDIA
110
© 2010 Taylor & Francis Group, LLC
communicating incident details. Take the example of a rail delay caused
by a mechanical failure. Before the advent of social media, a transit opera-
tor might have shared details with print and electronic media through a
press release, posted information about the delay on its website, sent out
alerts via e-mail or text messaging, provided updates on electronic station
signage, and made announcements on the train or at the station.
According to research conducted by Passenger Focus (2011), a British
watchdog group that represents the interests of bus and rail passengers,
riders want three key pieces of information when facing an unplanned
service ...