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Title:

Who’s Online…and Who Isn’t? Equity Considerations for Web-Based Feedback and Transit

Accession Number:

01556533

Record Type:

Component

Availability:

Transportation Research Board Business Office

500 Fifth Street, NW
Washington, DC 20001 United States

Abstract:

The emergence of Web 2.0 technologies created new opportunities for transit agencies to interact with their riders and stakeholders. Web-based and mobile tools have offered new and powerful ways for transit properties to collect customer feedback while also empowering riders to use these tools to report issues from the field. TCRP Project B-43, Use of Web-based Customer Feedback to Improve Public Transit Services, is exploring the use of these new tools and developing a toolkit for transit operators. The study gathered information on current and planned use of web-based tools through an online survey administered to 130 transit agencies in the United States and Canada. Survey findings revealed that many transit operators did not have recent estimates of the proportion of riders with access to technology and some of the available estimates were lower than the national average. This raises a concern that many transit riders do not have access to web-based tools, creating a digital divide that could get wider as transit agencies increase their focus on web-based activities. At the same time, national trends in adoption of technology also suggest that some demographic groups have embraced technology and prefer to connect with transit agencies through web-based and mobile tools. To better understand these changes and to best meet the needs of their customers, transit agencies are encouraged to incorporate questions about access to technology into future rider surveys. This paper uses survey findings from Project B-43 but goes beyond the project scope to explore these issues.

Supplemental Notes:

This paper was sponsored by TRB committee AP030 Public Transportation Marketing and Fare Policy.

Monograph Accession #:

01550057

Report/Paper Numbers:

15-4944

Language:

English

Corporate Authors:

Transportation Research Board

500 Fifth Street, NW
Washington, DC 20001 United States

Authors:

Bregman, Susan
Watkins, Kari
Xu, Yanzhi "Ann"
Coffel, Kathryn

Pagination:

14p

Publication Date:

2015

Conference:

Transportation Research Board 94th Annual Meeting

Location: Washington DC, United States
Date: 2015-1-11 to 2015-1-15
Sponsors: Transportation Research Board

Media Type:

Digital/other

Features:

Figures; References; Tables

Geographic Terms:

Canada; United States

Subject Areas:

Data and Information Technology; Planning and Forecasting; Public Transportation; Society; I72: Traffic and Transport Planning

Source Data:

Transportation Research Board Annual Meeting 2015 Paper #15-4944

Files:

TRIS, TRB, ATRI

Created Date:

Dec 30 2014 1:39PM