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.
|Number of pages||14|
|Journal||Ethnographic Praxis in Industry Conference Proceedings|
|Publication status||Published - 12 Nov 2014|
- social media
Gault, P., Corsar, D., Edwards, P., Nelson, J. D., & Cottrill, C. (2014). You'll Never Ride Alone: The Role of Social Media in Supporting the Bus Passenger Experience. Ethnographic Praxis in Industry Conference Proceedings, 2014(1), 199-212. https://doi.org/10.1111/1559-8918.01027