Tag Archive for 'transportation'

The Politics of Lining Up (for a Bus)

Every day I typically start my journey to work via public transportation by waiting for a bus.  I also end up my journey homeward bound by waiting for a bus.  I guess after watching people line up to get on the bus, my mind begins to look for patterns.

Who knew that when waiting for the bus — I’d discover that the process of lining up is really somehow a very complicated process?  Again, just like my analysis of how we sit on the subway, this is by no means academic — I just have an odd tendency to over analyze what some may consider pointless matters.

The Priority Sequence

If we rationalize the process of trying to step on to the bus we arrive at these two basic priorities.

1. The primary goal of lining up = To get on the bus (pretty simple eh?)

2. The secondary goal of lining up = To get a seat (If possible, most people prefer sitting)

With the assumption that there is a consistent flow of buses arriving at each bus stop on route, most people regard the secondary goal as their first priority.   For most bus riders, the secondary goal only evolves into a lesser priority when there is a large line up (or mob) at the bus stop, and we arrive at the conclusion that the bus hasn’t come along for a while.

While there are no particular markings on the bus platform, anyone who has taken the bus before will generally know where to stand.

Where’s the Line?

That said, it’s always interesting when people will insist on creating their own line.  While there is the rare person who might speak up, generally the people who are lining up don’t seem to say much while expending their energy on giving the death stare to the individual who created their own line.  Unfortunately the person who created their own line typically wields an immunity to those stares and simply ignores them.

The common consequence is that someone from the line breaks the original formation and joins the new line or someone coming from outside the situation who does not yet recognize the circumstances arrives.  This person most likely will notice the shorter line and of course, will join that one thus making it legitimate.

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?

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Of course there are those cases when I arrive to find more than two lines forming for the rear bus doors (only two doors are available).  Usually a line or two has been developed according to social standards and some sort of heretic has decided to rebel against society by starting up a third line.  One usually finds that there is a quiet murmur in the crowd and one would gradually notice the rise in tension in the atmosphere as the bus arrival is notably at hand.

Although there is likely to be some finger crossing and perhaps even a little bit of prayer reciting, the ability to predict where the bus will stop (and thus determining where the door will be located) is rather difficult and sometimes requires looking for some type of marker on the platform — even a scratch on the cement or a piece of old gum stuck to the ground.

Are You the Line? Or Am I?

The worst and by far, the most interesting situation, is when lines evolve into mobs.  It frequently becomes an every-person-for-themselves type of situation and the line fails to form.  Although some resort to pushing and gentle nudging, people are able to peacefully get on to the bus.  What is interesting about the mob is the development of what I consider, a personality type-based line up.

It isn’t necessarily a line up yet it is!

There are two possible outcomes that I can think of.  One is where individuals of a particular personality will zig zag or push through the mob of people to get on the bus (above).  This case can also occur when there are groups of people that are associated (i.e. family).  There is a possibility that this can incite a riot or some form of conflict if bystanders of a different personality feel strongly enough to block the way.

The Layered Effect

Alternatively, the other is where the mob turns into layers of personalities.  This situation seems more likely to occur when a bus stops in a position that is unexpected causing a rush.  Personalities that are more aggressive are more likely to get to the doors first and those who may be less aggressive/assertive or patient are likely to be on the fringe.

In the Running

Now that we’ve identified the different circumstances, we can move on to identifying the different candidates.  There are many but here are some of the more prominent ones:

The Liner Upper: Quite self-explanatory.  This candidate is disciplined and will follow the conduct code of The Order.

The Elbow-power Pusher: Skilled at nudging, pushing, and shoving — this candidate has the ability to maneuver to the forefront of a messy line formation.

The Space Invader: Obviously has no issues with personal space.  This candidate enjoys standing extremely close to others and is very protective of their spot/position in the line or mob formation.

The Fence Sitter: A rather indecisive individual, this candidate can rarely decide upon which line they should stand in so instead they wiggle or hop back and forth between the two lines if possible until a decision is forced upon them when the bus arrives.

The Inventor: A rather creative candidate, he or she enjoys randomly initiating the formation of a line wherever convenient.

Patience is still pays

What about the people who are patient?  Don’t worry, I didn’t forget about them.  The funny thing about the people who are patient is that they are unexpectedly rewarded for their control over themselves and the circumstances.

You ask how?

Those who are patiently typically devise a different way to get home if they find that lining up is not providing any sort of positive result.  With patience, these people manage to get on to buses that tend to be less crowded and are more likely to acquire themselves a seat.

So …

Where do you stand?  How do you approach the line up?

One Day Pass to Go - Thanks

I wasn’t expecting it. I was just walking to the turnstile at the subway station to deposit a token to get in when all of a sudden a man came running towards me yelling stop repeatedly and that I shouldn’t deposit a token.

~ Okay. So I paused and stared in confusion at the man running at me.

He finally arrived at the turnstile and handed me a TTC day pass.

~ Still staring at him in a combination of awe, confusion and plain dumbfoundness [if that word exists].

Told me that I needn’t pay him back and that he was done with the TTC day pass so I could make use of it.  Then he waved and walked off.

~ Cool!  Well.  Thanks again mister.  Now to pass it on…

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.




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