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TCRP Report 134: Transit, Call Centers, and 511: A Guide for Decision Makers (2009)
Transit Cooperative Research Program (TCRP)

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Transportation Research Board. "3.1.1.4 Matching Dissemination Methods/Technologies with Customer Needs and Preferences." TCRP Report 134: Transit, Call Centers, and 511: A Guide for Decision Makers. Washington, DC: The National Academies Press, 2009.

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Front Matter (R1-R11)
Summary (1-7)
1.1 Background (8-8)
1.3 Research Tasks (9-9)
2.2 National Inventory of Operational 511 Systems (10-10)
2.3 Transit Agency Case Studies (11-12)
2.4 Non-Transit Call Center Interviews (13-13)
2.6 Transit Rider Focus Group (14-16)
3.1.1.1 Customer Information Needs and Preferences (17-17)
3.1.1.2 Information Provided by Transit Agencies (18-18)
3.1.1.3 Dissemination Methods/Technologies Utilized (19-19)
3.1.1.4 Matching Dissemination Methods/Technologies with Customer Needs and Preferences (20-21)
3.1.2.3 Technologies (22-24)
3.1.2.4 Metrics (25-25)
3.1.3 Implications of Agency Size and Type (26-27)
3.2.2 Implications for Transit Agencies (28-28)
3.3.2.1 Operational 511 Systems (29-29)
3.3.2.2 Transit Agency Participation in 511 Systems (30-31)
3.3.3.1 Customer Information and Call Center Approaches (32-32)
3.3.3.2 Participation in Non-511 Traveler Information Systems (33-33)
3.3.4 Transit-Related 511 Operating Statistics (34-34)
3.4 Transit Agency Case Studies (35-35)
3.4.1.1 Arizona 511 (36-37)
3.4.1.2 El Dorado Transit (Sacramento California, Area) (38-38)
3.4.1.4 Central Florida Regional Transportation Authority (39-39)
3.4.1.5 Island Explorer (Bar Harbor, Maine) (40-40)
3.4.1.7 Charlotte Area Transit (North Carolina) (41-41)
3.4.1.8 San Diego 511 (42-44)
3.4.1.10 Washington Metropolitan Area Transportation Authority (45-45)
3.4.1.12 Southeast Florida 511 (46-51)
3.4.1.13 San Francisco Bay Area 511 (52-61)
3.4.2.1 Manchester Transit Authority (New Hampshire) (62-62)
3.4.2.3 King County Metro Transit (Seattle) (63-63)
3.4.3.2 Regional Transit District (Denver) (64-64)
3.4.3.4 Tri-Met (Portland) (65-65)
3.5.1 Rationale for Transit Content Decisions (66-66)
3.6 Transit Rider Focus Group (67-67)
3.6.2 Transit Information on 511 (68-69)
4.1.1.1 National Overview of 511 Systems and Transit Participation (70-70)
4.1.1.3 Transit Rationale for Participation/Non-Participation in 511 (71-71)
4.1.1.4 Impacts of 511 Participation on Transit Agencies (72-73)
4.1.2.1 Buy-In on 511 as a Multimodal Resource (74-74)
4.1.3.2 Transit Information on 511 (75-75)
4.1.4.1 The Role of the Telephone in Transit Customer Information (76-76)
4.2.1.1 General Recommendations on the Applicability of Basic and Additional Transit Information on 511 (77-77)
4.2.1.2 Basic Transit Information (78-78)
4.2.2.1 Consider Greater Utilization of Proven, Advanced Technologies and Techniques (79-80)
4.3 Plan for Implementing the Research Findings (81-82)
References (83-84)
Appendix A - Transit Agency Interview Questionnaire (85-87)
Appendix B - Transit Rider Focus Group Discussion Guide (88-89)
Abbreviations used without definitions in TRB publications (90-90)