Trains, Twitter and the social licence to operate: An analysis of Twitter use by train operating companies in the United Kingdom

Howard, Jeffrey

doi:10.1016/j.cstp.2020.06.002

Cited by 10 publications

(11 citation statements)

References 27 publications

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“…In their study, in Greece, 64% of participants (mostly young and in higher education) receive travel information via social networks. Twitter, especially, is frequently used by transport operators to disseminate public RTI [35,36]. However, this type of source raises issues of intergenerational and social equity as it has been shown that social network users are not representative of the general public [37] since they are younger and more educated.…”

Section: Traveller Information Usage Under Normal Conditionsmentioning

confidence: 99%

How Does My Train Line Run? Elicitation of Six Information-Seeking Profiles of Regular Suburban Train Users

Adelé

Vallet

et al. 2022

Sustainability

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Information is at the heart of the smooth running of a public transport network and the satisfaction of its users, particularly in disrupted situations. Information is a central element for users to continue to use this mode contributing to sustainable mobility and even attracting new users. Therefore, it is essential to understand how travellers use passenger information to adjust the way it is disseminated to actual usage. This article aims to identify the sources of information used by travellers and at what moments they consult them in order to categorise passengers according to these activities. We conducted an online questionnaire on 258 regular suburban train users of a specific branch of one particular line (with the same information material in the stations). In addition to univariate descriptive analyses, the results were analysed using Multiple Correspondence Analysis and Ascending Hierarchical Clustering to construct six information-seeking profiles named: Improvisers, Monitors, Planners, Circumscribed, Ultra-connected and Routinized. Based on clustering, we were able to link sociodemographic or travel characteristics to information-seeking behaviour. Differences in information acquisition and use were identified. These results suggest great information-seeking behaviour disparities and can provide interesting information to passenger transport stakeholders. The results could be further integrated into a multi-agent simulation.

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Section: Traveller Information Usage Under Normal Conditionsmentioning

confidence: 99%

How Does My Train Line Run? Elicitation of Six Information-Seeking Profiles of Regular Suburban Train Users

Adelé

Vallet

et al. 2022

Sustainability

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“…Meanwhile, for an established project, ongoing communication, providing avenues for community members to make their issues related to the company known and responding to those problems in a meaningful way are all key strategies for maintaining social license (Baines & Edwards, 2018). Additionally, using social media to interact with stakeholders and provide helpful information can be important in supporting social license (Howard, 2020). Consistent in the literature is the idea that companies must be transparent, honest, and responsive in their communication and community engagement if they are to have any hope of gaining and keeping social license.…”

Section: Social Licensementioning

confidence: 99%

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Troy

2022

JPIC

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Fossil fuel companies hold immense power to change the climate, impact public perceptions, and influence policy. Revoking their social license to operate is one strategy by which the public may resist harm done by the industry. Social license is built upon establishing legitimacy, credibility, and trust, and is something that companies must earn from impacted communities to operate successfully. The present study uses a qualitative content analysis of tweets from fossil fuel organizations, as well as a selection of the replies to those posts, to examine how social media may be used to question these organizations’ social license. Results show that replies consistently voice doubts about legitimacy and credibility. Implications for using this strategy in public interest campaigns are discussed.

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“…The unstructured big data of social media offers more penetration considering the voice of more users from a wider geographical region (Nepal et al, 2015), delivers more user views faster and at a lower cost ( Howard, 2020), may include users who are unwilling or unable to participate in structured studies (Casas and Delmelle, 2017;Howard, 2020), and offers a dynamic perspective allowing temporal evaluation (Collins et al, 2013;Hosseini et al, 2018;El-Diraby et al, 2019). Due to these advantages, social media tools are widely used in developing transport policies (Nepal et al, 2015;Grant-Muller et al, 2015;Casas and Delmelle, 2017).…”

Section: Introductionmentioning

confidence: 99%

“…A brief literature review shows that social media is seen as an important communication tool and contributes to the improvement of customer engagement in the transport industry by creating space for passengers to share their opinions and comments (Saragih and Girsang, 2017;Howard, 2020). Social media helps to detect the problem quickly and to reach secure information for passengers with real-time information ow during planned and unplanned disruptions (Pender et al, 2014; Cottrill et al, 2017).…”

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confidence: 99%

Service quality in rail systems: listen to the voice of social media

Güner

Taşkin

Cebeci

et al. 2022

Preprint

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Service quality is essential to increase and maintain users’ loyalty to the railway system. In the literature, surveys have been used to measure the satisfaction of users, and statistical and mathematical methods have been applied to quantify the survey results. In recent years, user-generated contents, including comments and complaints shared via social media, have been used to measure the quality of rail services. These contents may provide important insights into the quality of the service provided with its dynamic structure. In this study, a SERVQUAL-based social media analytics approach is used to measure railway service quality, paying special emphasis on the temporal variations in a national rail system. Topic modeling was used to assign each content to the relevant service dimension and sentiment analysis was applied to measure the level of satisfaction. Importance-performance analysis was employed at the final stage to generate clear policy suggestions. Gathering more than 2.3 million social media messages posted from 2011 to 2021, we examined the temporal evolution of service quality of the Turkish rail system from users’ points of view. The results revealed the most and least important services for passengers and the satisfaction level of each dimension. The differences between the priorities of conventional and high-speed rail passengers were defined and policy recommendations were presented.

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Trains, Twitter and the social licence to operate: An analysis of Twitter use by train operating companies in the United Kingdom

Abstract: WestminsterResearch http://www.westminster.ac.uk/westminsterresearch Trains, Twitter and the social license to operate: A case study analysis of Twitter use by train operating companies in the United Kingdom Howard, J. M.

Cited by 10 publications

References 27 publications

How Does My Train Line Run? Elicitation of Six Information-Seeking Profiles of Regular Suburban Train Users

How Does My Train Line Run? Elicitation of Six Information-Seeking Profiles of Regular Suburban Train Users

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Service quality in rail systems: listen to the voice of social media

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