TCRP Synthesis 99:

Uses of Social Media in Public Transportation (2012)

Overview
Table of Contents

Authors

Susan Bregman; Transportation Research Board

Description

TRB's Transit Cooperative Research Program (TCRP) Synthesis 99: Uses of Social Media in Public Transportation explores the use of social media among transit agencies and documents successful practices in the United States and Canada.

For the purposes of the report, social media are defined as a group of web-based applications that encourage users to interact with one another, such as blogs, Facebook, LinkedIn, Twitter, YouTube, Flickr, Foursquare, and MySpace.

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TCRP Synthesis 99:

Uses of Social Media in Public Transportation (2012)

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TCRP Synthesis 99:

Uses of Social Media in Public Transportation (2012)

Overview

Authors

Description

Table of Contents

Front Matter i-ix

Summary 1-3

Synthesis Methodology 4-4

Report Organization 5-5

Government Use of Social Media 6-6

Why Use Social Media? 7-8

Characteristics of Social Media Users 9-10

Social Media Metrics 11-12

Effectiveness of Social Media 13-14

Reaching Target Markets 15-16

Coordination with Agency Programs 17-18

Social Media Policies 19-19

Resource Requirements 20-21

Managing Employee Access to Social Media 22-22

Handling Online Criticism 23-23

Accessibility for People with Disabilities 24-24

Security 25-25

Privacy 26-26

Changing Social Media Landscape 27-27

Bay Area Rapid Transit 28-28

Dallas Area Rapid Transit 29-29

Lehigh and Northampton Transportation Authority 30-31

Metropolitan Transportation Authority 32-32

Mountain Line 33-34

TransLink 35-37

How Transit Agencies Use Social Media 38-38

Resource Requirements 39-39

Lessons Learned 40-40

Areas for Future Study 41-42

Glossary of Terms 43-43

References 44-46

Appendix A - Survey Participants 47-47

Appendix B - Survey 48-57

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