Uses of Social Media in Public Transportation (2022) / Chapter Skim
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18 Background The study team developed a survey questionnaire to learn more about the social media engagement of the transit agencies. The survey topics and questions were primarily based on the knowledge of practices learned during the literature review as well as the knowledge and expertise of the study team.
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Survey 19 Content Management The agencies included in this survey used social media for a wide range of purposes. Among those purposes, providing service-related information is the most frequent information shared by the transit agencies because nearly all respondents (91.6 percent)
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20 Uses of Social Media in Public Transportation Most of the survey respondents rated "communicate with current and prospective riders" (66 percent) as a "very important" consideration in their agencies' decision to use social media; the average ranking was 3.8.
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Survey 21 low-income communities, minorities, agency employees, and external stakeholders. Twitter is the second-most-used platform for reaching these target markets.
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22 Uses of Social Media in Public Transportation equals 1 and "very important" equals 4)
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Survey 23 Archiving Social Media Content Among the agencies surveyed, 23.4 percent of the agencies mentioned that they do not archive social media posts; 12.8 percent of the agencies keep records within the platforms directly by preserving the history in relevant sites or feeds. A few agencies use third-party applications such as Archive Social, Sprout Social, Hootsuite, and the like.
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24 Uses of Social Media in Public Transportation Lessons Learned The social media environment is changing dynamically; it is important for agencies to adapt accordingly. Survey respondents were asked about the lessons they learned over time that may be useful to other agencies in this regard.
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Survey 25 • Set up a Twitter account dedicated to service advisories. That way, people do not have to scroll through multiple service alerts that are not relevant to them to get to announcements, news, and engaging content.
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