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OCR for page 88
88 APPENDIX B Transit Rider Focus Group Discussion Guide UTA Offices (Downtown Salt Lake City) experience using an automated telephone information Wednesday, January 7, 2009 system to get transit information? 6:30 to 8:00 P.M. i. If so, were you satisfied with it (why or why not)? c. (Facilitator dials up an example transit agency from the San Francisco Bay Area and demonstrates their Part I: Welcome and Introduction-- automated telephone information system, including 10 min. a real-time feature [estimated vehicle arrival/departure UTA representative Cindy Medford introduces the focus time]). group facilitators (Matt Burt and Carol Schweiger); d. Would you be in favor of having an automated tele- Request permission to record the session; phone information system at UTA? (Why or why not?) Explain purpose of the focus group; i. What, if any, sorts of information do you think Review ground rules: could be provided via an automated system? Please be candid--no names will be used in our results ii. What, if any, information do you think you would report and no one will have access to our recording; still need to speak to an operator to obtain? We're not working for UTA in any way; e. Do you ever need to call more than one transit agency One speaker at a time; to get all of the information you need? Respect one another's opinions; and i. If so, would it be easier for you if information for all We have specific questions and a limited amount of of the agencies were available with one phone call? time, so please don't be offended if we have to move the 3. Experiences and Perspectives on 511--35 min. conversation on--we will reserve time at the end for any a. How many of you know what the Utah 511 telephone other questions or comments from you all. information system is? Are you aware of any telephone The complimentary monthly passes will be distributed at traveler information systems (participants may know the end of the focus group. 511 as CommuterLink)? i. How did you become aware of the Utah 511 system Part II: Discussion Questions (anyone know about it from living in another state that had 511)? 1. Participant Background Information--10 min. ii. Given the marketing of the Utah 511 system that a. How long have you been riding UTA? you have seen, do you think newcomers to the Salt b. What UTA services (bus, LRT, paratransit) do you Lake City area would quickly learn that 511 is a mostly use? source of traveler information? 2. Use of Transit Customer Information Systems--25 min. b. (Facilitators explain what 511 is and dial in to the Utah a. What sorts of transit information do you find yourself 511 system, 866-511-8824, to demonstrate.) needing, and how do you usually get that information c. Have any of you used the Utah 511 system? (e.g., call UTA, consult printed material, UTA website, i. If so, how often and for what type of information other)? (anyone use it to get transit information)? b. (Facilitator briefly explains what an automated transit ii. If so, do you find it useful? telephone information system is.) Have you had any iii. How could it be improved?

OCR for page 88
89 d. How useful is the current Utah 511 system as a source for iii. If there were more automated transit information transit information (i.e., having only the call-transfer available right on the 511 system, would being able option)? to access that information along with current traffic i. Is 511 an easier number to remember than the UTA information in a single phone call change how you customer service number? make your travel plans? ii. Is it useful to be able to get traffic information be- 4. Other Questions or Comments? (about 511 or transit fore your call is transferred to UTA? information by phone)--5 min. e. Would you see value in having additional, recorded transit information on the 511 system? i. What sorts of information would be most useful? Part III: Wrap Up--5 min. ii. If that information were available on 511, do you think you would have to speak with UTA customer Thank you. service operators less often? Hand out the incentives (free monthly transit passes).