McKenzie and Irwin – MANAGING INFORMATION 1986

Description

This 1986 TSU study investigated urban bus passenger information provision to underpin evaluation of information systems. Objectives were to document current practice, assess costs/benefits, and develop a user‑centred theoretical framework. Methods combined literature synthesis, theoretical development, 29 semi‑structured interviews with operators and authorities, and surveys of 827 households and 1,832 prospective passengers across several UK urban areas. Findings show widespread reliance on simple, low‑technology media (timtables, leaflets, bus‑stop displays), with personal experience the single most important information source. Information needs vary by journey stage, traveller characteristics, service frequency and urban context; reassurance during journeys and clearer, comprehensible information are priorities. Some modest patronage gains followed distribution of service booklets. Operators typically spend ~1% of revenue on information. The report questions the short‑term role of high‑technology passenger interfaces but endorses information technology for management and timetable production. Recommendations stress matching provision to user needs, improved market segmentation, and performance indicators for policy evaluation.