Category: Communication Issues

As an Information Technology professional, I'd prefer to setup a database of "topics" organized by "category" to be discussed by the RAC.

For now, I'll establish a BLOG posting for each category. If you have comments on a specific category, please post a comment to the appropriate category:

(Index to Categories)

Communication Issues

C.1 – Signage both outside and in stations.

Two approaches to signs would help to communicate batter with riders, and make the customer’s experience better:

1. Place message signs outside the entrance to metro. It would be very helpful to customers to know what’s going on inside MetroRail prior to entering the system. If trains are not operating, delayed, single-tracking, or experiencing other problem; a customer could choose to use MetroBus, MARC, VRE, or another commuting option. I personally have experienced situations where I should not have even entered the system (Red Line Fire); or paid my fare and turned around and went back out to use a MetroBus (Eastern Market).
   
2. Placement of more, and better messages signs inside the stations will help customers to plan their trips better. At transfer stations (ie: L’Enfant Plaza) alternative routes are possible. To get to the Red Line, you can either use any of four trains to get there. If you can see the delays and trains enroute, you can plan for the best alternative without visiting every platform. Likewise, the use of flat panel screens rather than light-boards would allow for more information to be displayed in a smaller space. Granted, the cost might be greater for each display, but the benefit to improved customer service, and better flow should offset the cost over time.

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C.2 – Mark where the train doors will be on the platform

I wrote to Sprawl and Crawl:
"With the new use of eight-car trains that require perfect stops, can't the same magic be applied to all trains? It's hard to know where to stand in line for the door, as no two trains stop at the same spot. In London and other subway systems, they mark where the doors will be and people queue up for ease of boarding without accidentally blocking the doors."

Metro’s Response to Sprawl & Crawl:
"The reason that won't work is that Metro runs a variety of train consists and the "match-up" for the doors on the four-, six- and eight-car trains are different. If you had loading areas for each, the platforms would look like the pavement at an elementary school where the kids are playing hopscotch."

My second letter:
With the use of some simple engineering, Metro should be able to mark the pavement using lights, and not require a hopscotch board. The three ideas that come to mind are:

• Embed lights or LEDs into the "bumpy domes" along the platform edge" and only turn on the lights that mark the location of doors for the on-coming train.
• Use laser light technology to light up the platform in the location for the doors, using a source from above embedded in the ceiling.
• Use laser light technology to light up the platform in the location for the doors, using a source from the edge of the train platform.

Washington Post
December 2, 2005
Helping Riders Pick Up the Pace
By Lyndsey Layton

"To help smooth the emptying and loading of trains, Metro will test platform markers at Union Station, Gallery Place-Chinatown and Metro Center. The markers will indicate where to line up with rail-car doors once a train pulls into a station. The idea is to get people ready to board before the train arrives and out of the way of exiting passengers. Although most riders wait at the sides of the doors to give passengers room to exit, plenty of people plant themselves directly in front of the doors. A brazen few try to muscle their way on while people are getting off."

"Temporary markers will be put in the test stations in February. If they're successful, Metro will install permanent tile markers systemwide."

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C.3 - Announcements both in stations and on trains need to be understandable.

Three issues that impact clarity of messages are:

1. Not all speakers are working correctly. A test and survey of the speakers throughout the system (trains and stations) would go along way towards correcting this problem.
   
2. Enunciation by train operators and station managers. Lessons or a training program on making announcements will help. This form of speech needs to follow the same rules for speaking in front of an audience or on a stage. You can’t use normal speech patterns; you need to speak clearer and enunciate each word. At first, this is difficult to do, and it sounds funny to the speaker. But, with practice it becomes easier to accomplish and the audience is more appreciative.
   
3. Get the audiences’ attention prior to making the important part of an announcement. Messages and announcement that start with the most important facts up-front don’t generally get heard. This is a common communication problem. If the audience is not already in active listening mode, important messages and facts can get lost. Also, consider repeating the important facts, to maximize the audiences’ opportunity to get the facts.

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All Categories:

• Communications
• Parking
• Transit Police and Security
• Scheduling
• Infrastructure
• Health and Safety
• Other (Future Categories)
• Index