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Suggested Citation:"APPENDIX A." National Academies of Sciences, Engineering, and Medicine. 2013. Using Pictograms to Make Transit Easier to Navigate for Customers with Communication Barriers. Washington, DC: The National Academies Press. doi: 10.17226/22598.
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Page 45
Page 46
Suggested Citation:"APPENDIX A." National Academies of Sciences, Engineering, and Medicine. 2013. Using Pictograms to Make Transit Easier to Navigate for Customers with Communication Barriers. Washington, DC: The National Academies Press. doi: 10.17226/22598.
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Page 46

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TCRP A-33A Final Report 43 APPENDIX A Driver Interview Discussion Guide Purpose Although unusual, transit riders and drivers can encounter emergencies that require a sudden change in service or operating procedures. Transit drivers must then inform their riders about the change(s), the reason for the change, and what the riders can expect as they try to reach their destinations. This interview is part of a research project funded by the Transportation Research Board to identify what types of picture-based communication tools (pictograms) would be most helpful to assist transit riders and drivers in communicating with each other in the event of an emergency. Pictograms can be especially useful for riders with limited English proficiency, who are deaf or hard of hearing or have some sort of difficulty understanding complex information. However, stressful situations can make it difficult for anyone to understand emergency information and to take appropriate action. The information collected through this research project will identify pictures that drivers can use to communicate effectively with their passengers in difficult or dangerous circumstances. The answers you provide will not be directly attributed to you and your name will not be used in the research report. Only your transit company will be identified in the report.

TCRP A-33A Final Report 44 Questions: a. What are the messages or information that you will need to tell your passengers? b. What kinds of questions will passengers likely ask? c. What different/additional questions do you expect from passengers who are deaf/hard of hearing, speak English as a second language or have another condition that affects communication? d. What type of personal experience have you had with communicating information to passengers in an emergency or major, unplanned change in service or operations? 1. What is the first direction you would give? What else? 2. What are the critical actions passengers will be asked to take? Stay in your seat? Line up? Watch forward? Other actions? 3. Where will you be positioned when you’re giving directions? From the front? Walking up and down the aisles? 4. When passengers are unloaded from a bus during an unplanned event, when do they cease to be the driver’s responsibility? 5. If you had pictures to communicate important directions, what would be the best way to inform passengers about the pictures and their meanings? A pamphlet? Post in bus stops or on the buses? Conclusion Thank you for participating in this interview. The research will continue for another 10 months. A final report with recommended pictograms will likely be releases sometime in 2013. Please feel free to contact me if you have additional thoughts or ideas after today.

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Using Pictograms to Make Transit Easier to Navigate for Customers with Communication Barriers Get This Book
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TRB’s Transit Cooperative Research Program (TCRP) Web-Only Document 59: Using Pictograms to Make Transit Easier to Navigate for Customers with Communication Barriers explores whether pictograms–picture-based communication tools that use illustrations with few or no words–can be effective in communicating emergency information and behavioral modification to people with communication challenges during a transit emergency situation.

A PowerPoint presentation that summarizes Web-Only Document 59 is available for download.

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