BEST PRACTICES FOR TRANSPORTATION AGENCY USE OF SOCIAL MEDIA
204
© 2010 Taylor & Francis Group, LLC
Both organizations received similar shares of negative comments
on their respective Facebook pages, but the tone and content differed.
LIRR riders focused on service issues like overcrowding as service slowly
returned, while NJT riders were frustrated about the lack of accurate
schedule information for modied bus and train services. Both agen-
cies suffered signicant damage from Hurricane Sandy, but each agency
made different decisions about its response to the storm in the social
space. Neither NJT nor LIRR offered perfect service in the aftermath of
the storm, but LIRR connected with its customers and equipped them
with the information they ...