e-Transit: Electronic Business Strategies for Public Transportation, Volume 4: Advanced Features of Transit Websites (2003)

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Appendix A: Summary Bibliography for Web-based Customer Information During the literature review phase of the J-09 Task 4 project, the project team reviewed approximately 65 documents that were related in some way to Web-based customer information. This bibliography includes a list of the key sources reviewed. 1. Andersen. "A Usability Analysis of Selected Federal Government Web Sites.” Government Services, Experience Design Group, February 2002. 2. Casey, Robert and Buck Marks et. al. "Advanced Public Transportation Systems: The State of the Art–Update ‘98." Sponsored by FTA's Office of Mobility Innovation, January 1998, Report Numbers FTA-MA-26-7007-98-1 and DOT-VNTSC-FTA-97-9. 3. Casey, Robert, Carol Schweiger, and Buck Marks et. al. "Advanced Public Transportation Systems: The State of the Art Update 2000." Sponsored by FTA's Office of Mobility Innovation, December 2000, Report Numbers DOT-VNTSC-FTA-99-5 and FTA-MA-26- 7007-00-1. 4. Cluett, Christopher. "Enhancing Transit Information: Problem Introduction and Experiences." Battelle Transportation Division, No date. 5. Cox, Beth. “The Law of Averages: CRM on the Web.” INT Media Group, August 11, 2000. 6. Donovan, Rachel. “Transit Trip Planning on the Internet.” Texas Transportation Institute, September 1998. 7. Fathy, Nazan. “Commerce: All about Customer Relationship Management.” Suite101.com, April 1, 1999. 8. Hickox, William B. “Real Time Passenger Information: Is it Possible? Is it Reliable? Is it Valuable?” Delaware Transit Corporation, No date. 9. ITS Cooperative Deployment Network. “Traveler Information from an ISP’s Perspective: A Discussion with Steve Wollenberg, President of Fastline.” No date. 10. Kenyon, S., Lyons, G. and Austin, J. “Public Transport Information Web Sites: How to Get it Right.” Institute of Logistics and Transport, September 2000. 11. Kirsner, Scott. “Listen Up.” CIO Web Business Magazine, January 1998. 12. Kirsner, Scott. “Must-Haves.” CIO Web Business Magazine, August, 1998. 13. Kirsner, Scott. “Beyond the Log.” CIO Web Business Magazine, October, 1998. 14. Lappin, Jane. “Who Are ATIS Customers?”, Presentation at the ATIS Data Collection Guidelines Workshop, EG&G Services/Volpe Center, Sponsored by the USDOT ITS Joint Program Office, February, 2000. 15. Lappin, Jane. “Successful Practices for Disseminating ATIS to the Customer: Findings from the MMDI Evaluations”, Presentation at the ATIS Data Collection Guidelines Workshop, EG&G Services/Volpe Center, Sponsored by the USDOT ITS Joint Program Office, February, 2000.

16. Lappin, Jane. “Advanced Traveler Information Service (ATIS): What do ATIS Customers Want?”, EG&G Services/Volpe Center, Sponsored by the USDOT ITS Joint Program Office, January 2000. 17. Lappin, Jane. “Advanced Traveler Information Service (ATIS): Who Are ATIS Customers?”, EG&G Services/Volpe Center, Sponsored by the USDOT ITS Joint Program Office, January 2000. 18. Lappin, Jane. “What Have We Learned About Advanced Traveler Information and Customer Satisfaction?” EG&G Technical Services, Volpe National Transportation Center, No date. 19. Lyons, Gregory, Reg Harman, John Austin, Alistair Duff. “Traveller Information Systems Research: A Review and Recommendations for Transport Direct.” Sponsored by the Department for Transport, Local Government, and the Regions, August 2001. 20. Maclean, S.D. and D.J. Dailey. “My Bus: An APTS Based on the US TCIP Standard.” University of Washington, No date. 21. Marks, Buck. "How Transit Agencies are Leveraging the Web for Traveler Information." Newsletter of the ITS Cooperative Deployment Network, No date. 22. Marks, Buck. “State of the Art in Public Transit Web Sites” presented at the Transportation Research Board’s 79th Annual Meeting, Washington, DC, January 12, 2000. 23. Marks, Buck, C. Zimmerman, and J. Jenq. "Phoenix Metropolitan Model Deployment Initiative: Evaluation Report." Sponsored by USDOT ITS Joint Program Office, April 2000, Report Number FHWA-OP-00-015. 24. Marks, Buck, TransCore, Ecosometrics and Virginia Polytechnic Institute and State University. "Rural Applications of Advanced Traveler Information Systems (ATIS)." Prepared for Federal Highway Administration and Federal Transit Administration, Draft Report, November 1997, Contract Number DTFH61-93-C-00048. 25. Murray, George and Tania Costanzo. “Usability and the Web: An Overview.” National Library of Canada, August 1999. 26. National Cancer Institute. “Usability Basics.” No date. 27. Office of International Affairs. Internet Counts: Measuring the Impacts of the Internet. 1998. 28. Plaisant, Catherine, Phanikumar Bhamidipati, and Phil Tarnoff. “Vehicle Speed Information Displays for Public Websites: A Study of User Preferences.” University of Maryland, No date. 29. Radin, Sari. “Summary Information: Transitweb, A Web Site Design Resource for Transit Agencies.” Volpe Center, No date. 30. Radin, Sari. “Transitweb, A Web Site Design Resource for Transit Agencies.” May be viewed at http://transitweb.volpe.dot.gov/introduction.asp 31. Radin, Sari, Bassav Sen, and Jane Lappin. “Advanced Traveler Information Systems (ATIS): Private Sector Perceptions and Public Sector Activities.” U.S. DOT, FHA, and ITS Joint Program Office, January 2000.

32. Schaller, Bruce. "Synthesis Project SB-8: Effective Use of Transit Web Site." Transit Cooperative Research Program, No date. 33. Schneider. Trust in Cyberspace. Sponsored by the National Research Council, Committee on Information Systems Trustworthiness, 1999. 34. Shimko. “CRM on the Move in the US Government.” Peppers Rogers Group, August 2001. 35. Soolman, Jonah and Sari Radin. "Features of Traffic and Transit Internet Sites." U.S. DOT, FHA, and ITS Joint Program Office, February 2000. 36. US Department of Transportation. “Metropolitan Model Deployment Initiative: Seattle Evaluation Report.” May 2000. 37. W3C. “Web Content Accessibility Guidelines.” May 5, 1999. 38. Wyatt, E. “E-Customer Service: What Does it Mean in Transit?” Presentation for TransITech, February 2001. 39. Zona Research, Inc. “The Economic Impacts of Unacceptable Web site Download Speeds.” April 1999.