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Title: Best Practices in Communicating with Bus Operators
Accession Number: 01156941
Record Type: Component
Availability: American Public Transportation Association 1666 K Street, NW, Suite 1100 Abstract: Maintaining effective communication with bus operators has been a constant challenge for public transportation agencies. Bus operators are typically in the field almost the entire day driving their bus and serving customers. This makes it hard for transit managers to establish and maintain a sense of familiarity and relationship with their operators. Compounding the physical separation is the fact that most transit agencies do not have the typical type of supervisory oversight that exists in an office environment where one person is responsible for working with and overseeing the performance of a manageable number of people. There generally is no annual review of a bus operator’s performance. Transit supervisors tend to monitor the performance of the transit system rather than focus on reviewing a bus operator’s performance on a regular basis. This physical and organizational separation can cause bus operators to feel like bricks in a wall or cogs in a machine. Yet transit agencies know that bus operators are the “face” of the organization to all of their passengers. The operators are the most important determinant of the quality of a passenger’s trip. Hence, it is in the best interest of a transit agency to keep their operators not only well trained, but well informed and provided with a genuine sense that the agency cares about their well being. If the agency expects the operators to be good ambassadors, they must have communication tools that are not only effective in terms of content and delivery, but also demonstrate that the agency is doing all it can to overcome the challenges of communicating with a staff that is difficult to reach.
Monograph Title: Monograph Accession #: 01157862
Language: English
Corporate Authors: American Public Transportation Association 1666 K Street, NW, Suite 1100 Transportation Research Board 500 Fifth Street, NW Authors: Volinski, Joel MPagination: 12p
Publication Date: 2009
Conference:
Bus & Paratransit Conference & International Bus Roadeo/Bus Rapid Transit Conference
Location:
Seattle WA, United States Media Type: CD-ROM
TRT Terms: Uncontrolled Terms: Subject Areas: Administration and Management; Data and Information Technology; Public Transportation
Files: TRIS, TRB
Created Date: May 10 2010 3:44PM
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