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5
Learning from Customers
and Community
Besides facilitating better connections between transportation orga-
nizations and their constituents, social media can help agencies work
with users to make a system better, evaluate system use, and analyze
customer opinions and perspectives. Social media analysis tools are
pushing transportation agencies into a new age in which frequent and
occasional customers can have a greater say and more positive impact on
the transportation system.
In this chapter, researchers from four universities share details about
their work on the forefront of transportation-related social media research.
The rst section was written by Aaron Steinfeld, John Zimmerman, and
Anthony Toma