McKenzie and Irwin – MANAGING INFORMATION 1988

Description

This commissioned study develops a framework to evaluate conventional bus passenger information and its effects on travel behaviour, examining information design, operating practice, urban context, operator objectives and passenger needs. Empirical interviews and household/bus-stop surveys (Corby, Birmingham, Aberdeen, Oxford) show information is integral to a user-friendly system and marketing. High-technology passenger interfaces face short–to–medium-term barriers (capital cost, uncertain cost‑effectiveness), while microelectronics are most promising in back-office scheduling. Information can boost patronage—especially among occasional or unfamiliar users—but effects, longevity and mechanisms are unclear. Operators prefer pragmatic, low‑cost measures (route leaflets, telephone enquiries, improved stop/on‑bus displays); deregulation risks fragmenting provision. Needs vary by user segment, trip purpose and service frequency (thresholds often 5–30 minutes). Major problems include incomprehensible timetables, outdated data and low accuracy of passenger knowledge; surveys found modest travel changes after information receipt (about 9–15%). Recommendations stress multi‑channel, locally tailored information, clear objectives, better monitoring and targeted evaluation.