Examining the Communication Pattern of Transportation and Transit Agencies on Twitter: A Longitudinal Study in the Emergence of COVID-19 on Twitter

Abstract

Social media can be a significant tool for transportation and transit agencies providing passengers with real-time information on traffic events. Moreover, COVID-19 and other limitations have compelled the agencies to engage with travelers online to promote public knowledge about COVID-related issues. It is, therefore, important to understand the agencies’ communication patterns. In this original study, the Twitter communication patterns of different transportation actors—types of message, communication sufficiency, consistency, and coordination—were examined using a social media data-driven approach applying text mining techniques and dynamic network analysis. A total of 850,000 tweets from 395 different transportation and transit agencies, starting in 2018 and the periods before, during and after the pandemic, were studied. Transportation agencies (federal, state, and city) were found to be less active on Twitter and mostly discussed safety measures, project management, and so forth. By contrast, the transit agencies (local bus and light, heavy, and commuter rail) were more active on Twitter and shared information about crashes, schedule information, passenger services, and so forth. Moreover, transportation agencies shared minimal pandemic safety information than transit agencies. Dynamic network analysis reveals interaction patterns among different transportation actors that are poorly connected and coordinated among themselves and with different health agencies (e.g., Centers for Disease Control and Prevention [CDC] and the Federal Emergency Management Agency [FEMA]). The outcome of this study provides understanding to improve existing communication plans, critical information dissemination efficacy, and the coordination of different transportation actors in general and during unprecedented health crises.