Work

You'll Never Ride Alone: The Role of Social Media in Supporting the Bus Passenger Experience

Year: 2014

Type: conference-paper

Abstract: The paper discusses a study of social media usage within the context of a public transport operator. This involved fieldwork within three subsidiary companies of FirstGroup alongside a content analysis of the individual Twitter feeds they operate and the conversations they generate through them to engage with passengers. A refiguring of the notion of social is taking place within these companies through their emergent strategies for utilizing social media. The findings showed how the companies address this by pursuing a persistent conversation with customers, facilitating the provision of real‐time information and carefully managing their Twitter identity.

Source: Ethnographic Praxis in Industry Conference Proceedings

DOI: 10.1111/1559-8918.01027

Authors: PAUL GAULT, DAVID CORSAR, PETER EDWARDS, JOHN D NELSON, CAITLIN COTTRILL

Institution: University of Aberdeen

Language: English

Topic: Public Relations and Crisis Communication

Subfield: Communication

Field: Social Sciences

Domain: Social Sciences

Open Access status: hybrid

Funders: Research Councils UK, Engineering and Physical Sciences Research Council

Award: G3436762824