Mapping Communication Patterns of Transit Agencies on Social Media

Before 2010, social media networks like Twitter (now titled X) emerged as a revolutionary means of communication, drastically changing how information is disseminated. The vast number of messages and data on these platforms has piqued the interest of various agencies, including transit agencies. Many major transit agencies now frequently utilize social media for sharing information. Numerous recent studies have extensively explored this subject. This particular study aims to synthesize the current state of social media usage by transit agencies, accomplishing three primary tasks: 1) conducting a comprehensive review of agencies' social media practices, 2) surveying and analyzing representative United States agencies to understand their social media usage, and 3) performing text mining on selected agencies' archived tweets. The combination of the literature review and survey yields key findings, lessons learned, and potential barriers related to social media use in transit agencies. Notably, the study reveals that the COVID-19 pandemic has significantly impacted information-sharing patterns among transit agencies. The text network analysis indicates that the information shared is primarily related to services, alerts, delays, detours, and promotional offers, such as free rides. However, more recent discussions have started to include evolving topics like equity and disability-related issues. These findings hold valuable insights for transit agencies, providing them with the most up-to-date information on social media usage. By understanding these insights, agencies can better plan and develop strategies to leverage social media effectively in their operations and communication with the public.