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Suggested Citation:"APPENDIX E." 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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Suggested Citation:"APPENDIX E." 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 84
Suggested Citation:"APPENDIX E." 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 85
Suggested Citation:"APPENDIX E." 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 86
Suggested Citation:"APPENDIX E." 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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Suggested Citation:"APPENDIX E." 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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Suggested Citation:"APPENDIX E." 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 89
Suggested Citation:"APPENDIX E." 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.
×
Page 89
Page 90
Suggested Citation:"APPENDIX E." 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.
×
Page 90
Page 91
Suggested Citation:"APPENDIX E." 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.
×
Page 91
Page 92
Suggested Citation:"APPENDIX E." 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.
×
Page 92
Page 93
Suggested Citation:"APPENDIX E." 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 94
Suggested Citation:"APPENDIX E." 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 94

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TCRP A-33A Final Report 80 APPENDIX E INSTRUCTIONS FOR SERVICE PROVIDERS PROJECT OVERVIEW Thank you for agreeing to assist in this research project for the Transportation Research Board to test picture-based communication tools (pictograms) that could be used as a way to make communication easier in an emergency. You will be working closely with a local transit agency, which will be leading the discussion about the pictograms. Your role will be to recruit the discussion participants while the transit agency provides the testing location and the discussion leader. You will both be asked to take notes and make observations. As a service provider (and possibly as a transit rider), you know that drivers and transit riders 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. That communication between driver and riders can be difficult if the passengers have some form of communication challenge such as being deaf/hard of hearing, speaking English as a second language or having any other condition that can inhibit communication in an emergency. Even the simple distraction of a crying baby could make spoken directions hard to understand and follow. This study is examining picture-based instructions that could help overcome these difficulties. You are being asked to recruit up six 6) to eight (8) clients or people your agency serves who ride the bus and who personally have communication challenges or are very familiar with challenges. These individuals will take part in a one (1) hour focus group discussion to review and react to pictograms designed specifically to communicate with transit riders. It is important that you recruit people who will actually be able to follow through with the commitment. They must also be willing to actively participate in the discussion to share their reactions and ideas about the pictograms. If your recruits need transportation, translators, or interpreters, please arrange to have those resources available so your people can fully participate in the pictogram testing discussion. You are also being asked attend the discussion group to help take notes and to assist in distributing a small incentive/thank-you item to discussion group members to thank them for their time.

TCRP A-33A Final Report 81 INSTRUCTIONS FOR SERVICE PROVIDERS STEP 1 Participate in phone call with JMA research team to meet your local transit team member This introductory phone call will give you a chance to meet your local transit team member, ask questions directly of the JMA research team and jumpstart your local work. This packet of information with tailored action steps complements your partner transit agency’s action plan. Before the conference call 1 JMA will coordinate times between you and the local transit agency and then notify you both of the final date, time and call-in information. Please respond within 24 hours to any emails or phone calls about scheduling the conference call. 2 Review all the materials in each of the five envelopes you have been provided. Some topics we might discuss include: a. What type of riders can the service provider help recruit for the testing? b. What are likely dates and times for the 1-hour focus group discussion that will be convenient for the focus group members, your agency and the driver that will help with testing? c. How will you and the transit agency communicate and plan together? d. Are there special challenges that either of you expect in bringing the group together and doing the pictogram testing? During the call 3 JMA staff will provide call instructions. Plan on the call lasting an hour. JMA staff will make introductions and lead the discussion. 4 Take notes; although JMA will send out a summary afterwards, you will likely hear information you will want to put into action right away. 5 Confirm your next steps with your local transit partner at the end of the call; know what to expect of each other, how to contact each other and your next steps and time frames.

TCRP A-33A Final Report 82 INSTRUCTIONS FOR SERVICE PROVIDERS STEP 2 Identify focus group discussion participants With this step you will find a project description sheet that you can use when talking with potential focus group participants; you can make copies to share with them. Develop a list of potential recruits 1. Identify people who are regular bus riders, are willing to speak up in a group to say what they think and who have some personal communication challenges or are very familiar with what it means to live with communication barriers. 2. Remember, the goal is to have at least six (6) and no more than eight (8) people who will actually be able to attend the focus group discussion and be willing to talk and share their ideas. You will likely need to develop a list of 10 to 12 names. 3. Identify any special needs or considerations that may apply to the potential recruits. This will give you a head start in making additional arrangements if needed. Examples include whether someone might need an interpreter or translator, whether someone works an unusual shift that could limit the available times, whether someone will need additional transportation assistance if the focus group convenes in a location that is not easily accessible by regular transit routes. You will likely think of other factors to keep in mind. 4. As soon as the transit agency contacts with you the confirmed date, time and location, begin to make your calls to potential recruits.

TCRP A-33A Final Report 83 INSTRUCTIONS FOR SERVICE PROVIDERS STEP 3 Recruit focus group participants To find a good mix of people for the focus group discussion you may need to tap into your own network of clients and also clients of other service providers. Be prepared to briefly describe the project, what participants will be asked to do and what support you can provide to help them attend the discussion group and get back home. Contact potential participants 1. Use the project overview to tell people what the project is about. Emphasize that their contributions will help bus riders in future emergencies 2. Tell people what you are asking them to do. You are asking them to: • Commit about two (2) hours of their time to the research project; • Attend a focus group discussion to look at pictograms; • Share their thoughts and ideas about the pictures they look at; and • Write down their comments and ideas on a card. 3. Tell people what you will do (adjust this list to reflect what you are willing and able to do): • Provide them with all the information about when and where the focus group discussion will be; • Assist with transportation to and from the focus group location; • Provide interpretation/translation services; • Other items. 4. Ask the recruit if he or she has any questions. If they have questions you can’t answer, reassure them that you will find out and then call or email the JMA staff; we are happy to talk with you or even directly to the person asking the question. * 5. Ask the person directly to commit the time to participate. If he or she says “yes,” repeat the date, time and location so you are both confident in what has been agreed. 6. If the person has indicated a need for additional assistance and/or you think that will be needed, work out the details about what is needed and how it will be provided.

TCRP A-33A Final Report 84 7. Exchange contact information so that each of you knows how to contact one another if there are changes in plans or there is a need for more information. 8. Thank the recruit for his/her willingness to participate. You may tell them they will receive a small gift of cash or a cash card as a thank you and an incentive to participate. Your transit partner will check in with you at least one time before the day of the focus group and after you are contacted about the specific location, date and time. The agency will be interested in knowing about how recruiting is going. It also gives you a chance to talk about questions that have come up. Please contact your recruits two-three days before the scheduled focus group to see if there have been any changes and to confirm the details about any additional support you are providing individuals. *You can contact JMA at any time with any questions. Please send email questions to kreinhardt@janemobley.com or phone questions to either Kelly Reinhardt or Rea Wilson at 816- 472-1930.

TCRP A-33A Final Report 85 INSTRUCTIONS FOR SERVICE PROVIDERS STEP 4 Act as a support person the day of the focus group It is important that you as the representative of your agency/organization work closely with transit agency personnel during the focus group. Your assistance will be needed to take notes and to observe how people react to the pictograms. On the day of the focus group 1. Follow through with any agreed upon support for recruits. 2. If you are not transporting people, arrive at least 15 minutes before the scheduled focus group. 3. Introduce yourself to the transit agency contact and the driver who will lead the discussion. 4. Help the transit staff organize the focus group members. 5. Briefly review the note-taking form. The transit driver will give you the form. 6. During the focus group take notes. Write down comments that people make about the pictograms, your observations about people’s reactions and any suggestions that are made to help the pictograms to be clearer. At the end of the discussion 7. Help the bus driver pass out the thank you incentives (gift cards or cash). 8. Thank people for their help. 9. If you have transported people to the site, arrange to transport them to their original location.

TCRP A-33A Final Report 86 INSTRUCTIONS FOR SERVICE PROVIDERS STEP 5 Gather notes and observations from the discussion This step is very important. JMA is relying on you as well as the transit agency personnel to write notes about what you heard people say and how you saw people react. This information will determine which pictograms may be changed, how they are changed to be clearer, and which pictograms successfully communicate the intended message. After the discussion group leaves 1. Even though you took notes, the driver who led the conversation will also write brief notes about what he or she heard people say and their reactions to the different pictures. Encourage him/her to use the same comment cards that were used by the participants; this will help organize the notes. 2. Look over your own notes to see if there are comments that may be hard for another to person to read and to re-write. 3. If there’s time, talk among yourselves about what you heard, what you saw and any thoughts and ideas that developed in your own minds from the time you first saw the pictograms until after the discussion group ended. Add those comments to the notes as well, but mark them clearly as your observations so they aren’t mistakenly credited to the discussion group. The Transit Agency will return the comment cards, your notes, and other materials to JMA. Thank you for your assistance. You have been the feet, eyes, and ears for this test. Without your willingness to share your time and provide accurate reporting, this research could not move forward. Comment Cards

TCRP A-33A Final Report 87 The next five pages contain the comment cards to be used by observers to record their observations.

TCRP A-33A Final Report 88 OBSERVER PICTOGRAM COMMENTS Tips • Listen for the main idea; jot down important words that will help you remember what a speaker says. You can write more detail at the end of the discussion. • Use the same words that speaker uses. • Watch for and note obvious facial expressions. • Watch for and note when someone is nodding their heads in agreement or is shaking his/her head in disagreement. • Set aside your own ideas about and reactions to the pictograms and what is being said – your job is to capture the words, ideas, and reactions of the discussion group participants. Pictogram #1 Pictogram #2

TCRP A-33A Final Report 89 Pictogram #3 Pictogram #4

TCRP A-33A Final Report 90 Pictogram #5 Pictogram #6

TCRP A-33A Final Report 91 Pictogram #7 Pictogram #8

TCRP A-33A Final Report 92 Pictogram #9 Pictogram #10

Next: APPENDIX F »
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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