Cover Image

Not for Sale

View/Hide Left Panel
Click for next page ( 18

The National Academies | 500 Fifth St. N.W. | Washington, D.C. 20001
Copyright © National Academy of Sciences. All rights reserved.
Terms of Use and Privacy Statement

Below are the first 10 and last 10 pages of uncorrected machine-read text (when available) of this chapter, followed by the top 30 algorithmically extracted key phrases from the chapter as a whole.
Intended to provide our own search engines and external engines with highly rich, chapter-representative searchable text on the opening pages of each chapter. Because it is UNCORRECTED material, please consider the following text as a useful but insufficient proxy for the authoritative book pages.

Do not use for reproduction, copying, pasting, or reading; exclusively for search engines.

OCR for page 17
17 CHAPTER 3 Findings and Applications This chapter presents the study findings, which are pro- stop, routes that travel to the desired destination and transfer vided in the following six areas: locations, fare, and time of departure and approximate dura- tion of the trip. This guidebook identified that while en route, 1. Transit agency telephone information strategies, customers needed information on how to transfer to another 2. Other organizations' telephone information strategies, route, as well as related cost and waiting time; identification 3. Overview of transit agency involvement in 511 systems, of the correct bus to board; location of the final destination 4. Transit agency 511 case studies, in relation to the bus stop, and return trip information (e.g., 5. 511 system administrator interviews, and departure times and changes in route numbers). 6. Transit rider focus group. In a study (5) conducted by Battelle Memorial Institute and MultiSystems (now TranSystems) for FTA, a series of 12 workshops was conducted in 4 states with 284 partic- 3.1 Transit Agency Telephone ipants to identify customers' needs and preferences for trav- Information Strategies eler information. The participants were asked the following Findings related to transit agency telephone information questions: strategies are presented in three subsections: What kinds of transit information do customers want and Overall customer information approaches, expect agencies to provide? Transit call center strategies, and Where should this information be made available to tran- Implications of agency size and type. sit travelers? What are the preferred alternative ways to provide this The results presented in this section are drawn both from information? the literature review as well as the telephone interviews con- When should this information be made available to be of ducted with 25 transit agencies. the most use to transit travelers? What are the critical human factors issues involved with presenting and displaying transit information? 3.1.1 Overall Customer Information Approaches The results revealed that riders were interested mainly in pretrip information to make informed decisions about their Customer Information Needs trips. Static information is of interest mostly to riders before and Preferences they start their trips. Riders were concerned about the relia- The broad categories of trip-related information--pretrip bility and accuracy of the information being provided. Along and en route--constitute a core focus for transit customer in- with pretrip information, riders were interested in real-time formation. Studies such as TCRP Report 45: Passenger Infor- information while waiting at the wayside. The study also found mation Services: A Guidebook for Transit Systems (4) revealed that most riders generally were not aware of the advanced specific customer needs or elements associated with trip- information media offered by transit agencies (e.g., Internet related information. Pretrip information needs were identified trip planner and information available through mobile phones as consisting of elements such as location of the nearest bus and personal data assistants [PDAs]).(6, 7)