Social Media - a Revolution in Public Transport Planning or Just Another Evolution? Experiences and Plans for the Future



Social Media - a Revolution in Public Transport Planning or Just Another Evolution? Experiences and Plans for the Future

Authors

Gisela Graefin Von Schlieffen, RMV

Description

This paper looks at the potential of social media in transport

Abstract

Social Media has changed customer’s behaviour dramatically in the last years. Usually, customers have positive or at least neutral experience using public transport. In exceptional cases, they face an unfavourable experience. However, such negative experience can be widely spread via Social Media. It is therefore necessary to respond quickly to the customers.

Common activities and goals via Social Media channels are:
- Direct support for customers – timely response to questions
- Build up sustainable customer loyalty
- Positive influence on public discussions about RMV
- development of long-term customer relationship via social networks

These points are just an evolution in the relationship between customers and the transport company/authority. But Social Media has a high potential. Besides strengthening customer relationship and loyalty, it can yield into changing planning processes of public transportation. Social Media can be of big value in order to for example:
- optimize the public transport planning by using customers ideas and knowledge
- develop new offers in close dialogue with the customers
- adapt schedule and routes of alternative transportation offers such as “bus on request”
- optimize the locations of bus stops

These prospects are promising. But how realistic is it in reality to integrate customer’s knowledge in the process of planning? Which opportunities seem realistic, where are the limitations? How Social Media is really used at RMV…

Publisher

Association for European Transport