Effectiveness of Social Media Among Transportation Providers in the New York City Region

This research will investigate the interactions of social media and transportation in the New York City Region, conducted both by public agencies and private companies. Transportation providers must disseminate often urgent messages about delays or incidents, and in light of the explosion of social media throughout public and private industries (approximately 800 million people are on Facebook#), it is essential that they seek out their audience where it is, rather than the converse. In 2011, the top three searches on Google in New York City were "MTA," "NJ Transit," and "Hopstop," respectively, indicating that, most likely, the information people need is not reaching them where they are. As such, travel information is limited, resulting in confusion, bottleneck, and overall stunting of potential area economic and social activity. This research will evaluate the social media use, responsiveness and innovativeness of the New York City Region's transportation providers, both public and private, including: Metropolitan Transportation Authority, New York City (NYC) Department of Transportation, Port Authority of New York and New Jersey, NYC Taxi and Limousine Commission, NY State Department of Transportation, New Jersey Transit, JetBlue Airways, and American Airlines. Research will be conducted through analysis of social media output and interaction over a specified number of months, workshops and literature reviews. Through assessment of current social media practices, consideration of barriers to use, and investigation of best practices in other cities and regions, this report will culminate in proposed policies and recommendations for New York City-area transportation agencies in using social media, including: best channels for communication with local residents optimal tone, timing and levels of engagement recommendations for overcoming barriers to use incorporating feedback into services community building tools


  • English


  • Status: Completed
  • Funding: $107750.00
  • Contract Numbers:


  • Sponsor Organizations:

    Research and Innovative Technology Administration

    University Transportation Centers Program
    1200 New Jersey Avenue, SE
    Washington, DC  United States  20590
  • Project Managers:

    Mooney, Deborah

  • Performing Organizations:

    New York University

    Rudin Center for Transportation Policy and Management
    Wagner School, 295 Lafayette Street
    New York, NY  United States  10012-9604
  • Principal Investigators:

    Moss, Mitchell

  • Start Date: 20120115
  • Expected Completion Date: 0
  • Actual Completion Date: 20130630
  • Source Data: RiP Project 29919

Subject/Index Terms

Filing Info

  • Accession Number: 01468637
  • Record Type: Research project
  • Source Agency: University Transportation Research Center
  • Contract Numbers: 49111-34-21
  • Files: UTC, RIP
  • Created Date: Jan 8 2013 1:00AM