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

Paul Gault, David Corsar, Peter Edwards, John D Nelson, Caitlin Cottrill

Research output: Contribution to journalArticle


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 languageEnglish
Pages (from-to)199-212
Number of pages14
JournalEthnographic Praxis in Industry Conference Proceedings
Issue number1
Publication statusPublished - 12 Nov 2014



  • transport
  • social media
  • ethnography

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