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Methods of Rider Communication (2006) / Chapter Skim
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Summary
Pages 1-4

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From page 1...
... Given this background, the primary purpose of this synthesis is to document effective methods of communicating with riders. This synthesis reviews the state of the practice in agency communications with customers using the following elements as a way to determine what constitutes successful communication: • Who the agency is communicating with and where they are located; • Content, format, and accessibility of communication; • Communication timing and frequency; • Communication dissemination media and access; and • Capital, and operations and maintenance costs associated with communication.
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From page 2...
... In terms of operational information, the most prevalent provided in real-time is next vehicle arrival and departure time. The most prevalent information provided periodically and on a one-time basis concerns detours and delays.
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From page 3...
... Several other agencies use surveys and overall service monitoring to ensure that routes are productive and that ridership levels are remaining stable or increasing. Key lessons learned from agencies regarding the use of electronic media to disseminate communication and the effectiveness of communications covered a wide variety of issues, including organizational, technical, and operational factors.
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From page 4...
... The six key conclusions resulting from the synthesis are summarized here: • Agencies need to take into account a variety of factors when determining the most effective method of communicating with riders. These include the stage of the travel chain in which the communication is needed and the demographic characteristics of the communications recipients, and their ownership of and ability to use technology.
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Key Terms

  • rider communication
  • transit agencies
  • agencies reported
  • survey respondents
  • operational information

  • dissemination media
  • automated transit
  • rider communications
  • agency communications
  • ridership surveys

  • maintenance costs
  • transit services
  • rider feedback
  • existing riders
  • maintain existing

  • surveys conducted
  • respondents included
  • key conclusions
  • communication reached
  • customer information

  • service changes
  • transit agency
  • prevalent type
  • survey conducted
  • prevalent provided

  • communications methods
  • agency teamed
  • specific information
  • message services
  • information covers


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