Transport agencies in the US always seem to get this stuff very, very wrong. The fundamental principle of passenger communication - or anywhere that people are used to routine - is to tell them about stuff verbally as well as putting posters everywhere. Then tell them again. Keep telling them and eventually the message will start to get through. Then tell them a bit more until they're really sick of it, at which point they'll begin to actually process it. Even then, you'll still have people who have heard the announcements and seen the posters a zillion times but still go "Huh? What? Why wasn't I told? You suck!" when whatever change is happening finally happens.
For all their communication problems in other areas, this is something London Underground get right - I heard the announcement about changes to the Oyster rules (if you don't touch out, we'll charge you the max fare) about a hundred times in the last few weeks, and there were posters everywhere. I've never seen the MTA or the MBTA or any of the other US transport agencies whose territories I've visited do this sort of thing right.
Incidentally, is "Charlie" also a synonym for "cocaine" in the US?
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Date: 2006-12-05 03:30 pm (UTC)For all their communication problems in other areas, this is something London Underground get right - I heard the announcement about changes to the Oyster rules (if you don't touch out, we'll charge you the max fare) about a hundred times in the last few weeks, and there were posters everywhere. I've never seen the MTA or the MBTA or any of the other US transport agencies whose territories I've visited do this sort of thing right.
Incidentally, is "Charlie" also a synonym for "cocaine" in the US?