1 Measuring the effectiveness of a transit agency's social-media engagement with travellers Joanne Douglass Nexus (Tyne and Wear Passenger Transport Executive) Newcastle upon Tyne, NE1 4AX, UK. Email:
[email protected] Dilum Dissanayake (Corresponding Author) School of Engineering, Newcastle University, Newcastle, NE1 7RU, UK. E-mail:
[email protected]) Benjamin Coifman Civil, Environmental and Geodetic Engineering; Electrical and Computer Engineering Ohio State University, Columbus, OH, USA. Email:
[email protected] Weijia Chen Transport Development and Planning, AECOM, Newcastle upon Tyne, UK. Email:
[email protected] Fazilatulaili Ali School of Engineering, Newcastle University, Newcastle, NE1 7RU, UK. Email:
[email protected] Word count: 5906 words text +4 tables/figures (4*250) = 6906 words Final submission for the Transportation Research Record publication: 1st March 2018 2 ABSTRACT This study investigated the uses of social media for travel planning on a transit system with particular attention to travel disruptions and delays. Due to very limited research in the effectiveness of social media in a transit setting, the best practices have yet to be established. Rather than having a one-size-fits all traveller information system, these on-line services have the potential to provide personalised information tailored to the individual or route they are travelling. Key to this personalisation is understanding the audience and their needs. This study sought to explore how, and at what level, transit riders utilise real-time travel information from the social media sites maintained by the transit agency. An online questionnaire was used to collect data about the transit agency's social media users, these data were evaluated using Principal Component Analysis (PCA) and cross tabulation analysis.