Twitter as part of operational practice and passenger experience on the railways

The paper examines social media in the management of rail operations. Using data collected through interviews and workshops with 14 rail stakeholders, a number of themes tie rail social media to human factors. These include... [ view full abstract ]

The paper examines social media in the management of rail operations. Using data collected through interviews and workshops with 14 rail stakeholders, a number of themes tie rail social media to human factors. These include (1) processes and organisation of functions for successful embedding of social media (2) HCI considerations for both staff and passengers (3) competency factors for staff (4) the importance of a system control perspective, to make explicit the flows of feedback and action that social media can mediate in operational rail processes.