Tag Archive for 'toronto'

How the Toronto Transit Union Failed their Customers

How ironic that I would post more about the TTC today — right after my post about subway seating. I was at a friend’s place yesterday and it was pretty amusing to me when our host informed us that the TTC had just declared a strike. It wasn’t the fact that amused me, in fact it was the shock and expressions on everyone’s faces around me that indicated to me how bad of a situation the Toronto Transit Union (ATU Local 113) had put themselves into.

By Jamie (jbcurio)

Davisville Entrance at First Hour of Strike - by jbcurio

Generally speaking, the Toronto Transit Union gets somewhat of a bad reputation right off the bat and work actions/strikes will rarely ever automatically get the support of the public who is the key customer of the service they provide. That all said and done, the Toronto Transit Union (ATU Local 113) doesn’t do much to reach out to their key stakeholder — their actual customers (Torontonians) — here is their website.  (Update:  Erin Balser pointed out that there is a new website albeit limited - WeMoveToronto.ca)

Why does the website look so poorly made (i.e. from the early 90s)? Why is there no blog? And why do I never hear the Toronto Transit Union say something to me — the customer? As soon as you take a look at the website, you will realize it was not meant for the customer or the public — it was meant for union members. Did they not think that the public may want to visit their website and hear what they want to say?

I may not be keen on supporting the Toronto Transit Union or the city for that matter because I find they that they like to play political games by using the public as a pawn, but I sure think that the union is lacking some major communication skills with the public. Let’s take a look at a series of events last night (technically this morning) from my perspective around 12:15am (April 26 2008):

1. Host comes out and tells everyone that the TTC is on strike.

2. People are silent as the shock settles in.

3. Anger replaces shock as they think about getting home or the plans they made for the next few days.

4. Flick on the television and tune into CP24 which confirms that the TTC is on strike.

5. The media continues to broadcast Mayor David Miller’s unedited announcement to the press.

6. The media continues to post or blog ttc strike-related news and encourage commuters and stranded TTC users to call in and tell their story.

Where is the Toronto Transit Union at this time? Sleeping already? Why aren’t they saying anything?

Right — they are going to hold a press conference sometime today.

My point is that by the time they get around to holding a press conference; the city, the public and the media have already thoroughly communicated with one another. This means the average citizen in Toronto and TTC user will have already formulated in their head, how they perceive TTC workers and their union (or at least the latest ‘version’ so to speak). In a world where communication is now almost a constant and instantaneous between an organization and their stakeholders, why isn’t the Toronto Transit Union reaching out and informing their customers with their side of the story?

I find that while the media and the city of Toronto continue to try and simplify the issues so that it is more easily consumable content via newspapers and the internet, I still only have a vague idea as to what the TTC workers want. Inform your customers — it will only help you gain support and at the very least, not make you seem arrogant.

The Kicker

It’s a funny thing about promises and a person’s word (or word of honour). You may not say that you guarantee it — you may not say that you promise it, but if you say that you will do something — you better do it and deliver. Otherwise, don’t say it. Surprise surprise! This applies to organizations as well.

The Toronto Transit Union had originally promised a 48-hour notice before any strike action took place. Granted, the TTC did do that over the past weekend and then declared that there would not be any strike on Monday as they were making progress over some tentative agreement — but fast forward to Friday April 26 2008 — there was no 48-hour notice. In fact, the transit union decided to leave people stranded in the middle of the city at midnight when plenty of people are still out and about. Wow — good job with the public relations (hello karma!).

The Consequences

There won’t be any visible consequence. A strike may happen, the government may interfere and recall them to work, or perhaps there will be an agreement made. People will move on in their daily lives. That said, Torontonians will hold yet another grudge against the Toronto Transit Union and lose respect for TTC workers for holding them hostage yet again. Why else can’t we ever get majority of people to commit to using only public transit (yes I am simplifying — I know there are other reasons)?

Customers don’t care about how a service works — they just want it to work. That said, they will care about the people and organizations who serve them well but as always, communication is key — particularly when it comes to accountability and transparency. Is this how ATU Local 113 (Toronto Transit Union) markets themselves? Probably not.

Some may point out that there are legal issues that can’t be discussed publicly — ok. fine. So? How does that prevent them from communicating properly and being upfront to the public that they serve?

As a final note, let’s take a very brief look at the media coverage thus far on the current strike.

Media Comparison

Globe and Mail - Public comments / Encouraging people to submit videos or photos / Live blogging / Video

The Toronto Star - TTC Strike Watch Blog / Back-to-work legislation / TTC Strike Survival Guide / Video

National Post - TTC Strike Edition / More news about negotiations (with more from Transit Union)

Local Online Media - Transit Toronto / BlogTO

Toronto Transit Commission - Just a website but with an update.

ATU Local 113 - Oh…just this website no updates.  WeMoveToronto.ca has a few updates.

*****

At least the TTC and the city are going public with announcements, but really the Toronto Transit Union should be doing more to communicate as well. All three organizations are part of a larger picture. As I think I’m saying way too often these days — we must keep thinking about our role. A blog just might help … it’d be a good start.

Top 5 Spots on a Subway: A Glance at How We Sit and Stand

The timing of this has nothing to do with the upcoming TTC strike, I’ve been pondering about how people behave on the subway for some time and this was really good coincidental timing.

By MovingGraphics.ca

Interior of TTC Subway Car Graphic by MovingGraphics.ca

I’ve always been curious about how and why we sit where we do on the subway. So I decided to take the time to observe myself and others and see how we behave — perhaps even speculate on why. This is by no means academic or scientific (so don’t expect accuracy!), but rather an amusing look at our own habits as we commute.

TTC Seating PriorityI’ve analyzed how I sit and stand, determined my reasoning:

1. This is the top-of-the-line seat. This type of seat would be at the top of my list. Why? I like to sleep on the subway and there’s nothing worse than people bumping into you as they are moving past you while you are trying to get some shuteye. There’s plenty of leg space as well so your legs aren’t as cramped.

Pros: Sleep. Sleep. Uninterrupted Sleep. Maybe read on the rare occasion. Some allowance for personal space. Very good leg room! You can actually stretch!

Cons: Sitting next to you maybe… some inconsiderate bulky commuters. Commuters who like to knit and swing their elbows outwards. Commuters who like to dig into their bags and simultaneously maneuver arms into your sides causing you to jump — esp. if you’re ticklish. Commuters who like spreading apart their legs or pressing their leg up against your leg — sometimes even bouncing the leg (please just stop).

*****

2. When my top choice is out, I turn to corner seating where I can keep out of the way from the folks who like to stand really close and have their bags swing at me.

Pros: Potential for uninterrupted sleep of course. Possible reading time.

Cons: Similar case to number one. Only less leg room for stretching and increase chance of someone jabbing you with their elbow.

*****

3. If number two just ain’t happening, then I guess I’ll have to settle for the somewhat hazardous seat (especially when dozing off). It is pretty ideal for commuters who like to read. This is often the case when I am commuting home.

Pros: Some potential for sleep or reading. Good when exhausted after long day. Easier to exit subway car.

Cons: TTC seats tend to be small. To be considerate to neighbour, usually sitting on half to three-quarters of seat to leave some personal space. Commuters with free-swinging bags, large backpacks, or newspapers tend to like to stick really close to the pole where they hold on (also close to you). Be aware of the odd object bonking you on the head.

*****

4. If the middle-outside seats (#3) aren’t available then I may just settle for the end-of-the-car-outside seat. I prefer not to take these as people tend to like to lean against the door at the end of each car and your personal space is somewhat compromised.

Pros: It’s a seat. Enjoy it. Sleep, read, whatever. Decent leg room.

Cons: The occasional commuter who leans against the edge of the door at the end of the subway car sometimes decides to spread their newspaper on your head.

*****

Standing Density within a Subway Car

Looking at Standing Density in a Subway Car5. Ultimately when there are no seats available that I want, then I end up standing in around the middle section of the car away from the doors where people tend to crowd and get pushed by other commuters wanting to get on to the subway car. As you see from the next image, the middle is the least crowded is where people are least in a hurry to get in and out as it’s furthest away from the exits/entrances.

Pros: There is only one pole and limited space so at most you must share standing room with one other person.

Cons: More difficult to exit subway car. Occasional commuter with gigantic backpack or laptop bag decides to stand directly behind you (think staggered!).

*****

Behaviour on the Subway

Where do you sit? What kind of seating do you typically look for on public transit? Why do we act the way we do? I can’t answer all that but I’m sure if anyone can recall high school chemistry, we were frequently referred by the teacher to the term diffusion which is the movement of particles from an area of higher concentration to an area of lower concentration. Here are some observations:

A. Ironically despite the fact that humans are a social species, we tend to diffuse through out the subway car to seat as far apart as possible. As seats begin to fill up, our attitude towards sitting next to a stranger oddly enough seems to change. We begin to accept our neighbours. I guess we really want that seat … or perhaps we subconsciously value our newfound neighbour?

B. We also like to take the path of least resistance while eyeing a particular seat. That doesn’t necessarily mean the path is practical — be it running over people or pushing through a massive crowd in order to get to a seat, some people will do whatever it takes to rest their legs.

Why We Stand Where We Stand C. Once we get to a spot, we like to stick to it and not move. This happens quite frequently when we stand in the orange or red areas (refer to the third diagram). It also happens when we get stuck in a jam or when we are trying to talk with friends. It’s a little harder to be accommodating when we’re commuting as a group. This can be referred to as clumping — also a biological process.

D. We are very eager to board the subway car but as soon as we are inside, our mind is already focused on how we get out as fast as possible. This is the case for many people who stick to the red area. The result is a massive traffic jam within the red area, usually in the four corners where there are poles for holding on to dear life when the subway car starts moving.

We especially enjoy standing against something whether it may be a pole, a panel of glass, the edge around a door. Sometimes other people too become temporary inanimate objects.

E. Others who are more skilled in the ways of balancing (or simply have a better inner ear) are able to deal with the effects of inertia and thus do not require something to hold on to.

*****

What is interesting about this information is that we can take from it the fact that there are groups of behaviour. What will happen when the new trains arrive? It is said that the new trains will be open ended so passengers can walk from one end of the entire train to the other end. Will that have any impact?

For fun, take a look at the poll below and see which groups of behaviour you might consider yourself as belonging to. If you have ideas on additional groups of behaviour that you think that I should add, just say so!

A typical bus has two rear doors thus allowing for two lines. However you arrive at a platform with people waiting in only one rear line. Would you start the second line?

View Results

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Three Other Fun Non-related or Somewhat Related Sites

Tess from Tales from the Subway Rider has a hilarious post on the different type of sleepers.

Steve Munro has a brilliant blog on transit politics (TTC related)

For Transit Enthusiasts (also Toronto transit related)

Jarvis Jargon’s Humourous look at Subway Seating

Update (17/07/2008): The Daily Commuter’s look at the Summer Commute.

McCabe stays cool

I think McCabe did the right thing by not responding to the boos.  Go Leafs Go  :)  Never give up hope that the Leafs will one day reach the dream again.

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