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.
Original language | English |
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Pages (from-to) | 199-212 |
Number of pages | 14 |
Journal | Ethnographic Praxis in Industry Conference Proceedings |
Volume | 2014 |
Issue number | 1 |
DOIs | |
Publication status | Published - Oct 2014 |
Keywords
- transport
- social media
- ethnography
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Dive into the research topics of 'You'll Never Ride Alone: The Role of Social Media in Supporting the Bus Passenger Experience'. Together they form a unique fingerprint.Impacts
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The Future of Mobility as a Service
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