Are your websites ready for prime time?

Every day I read fresh articles from around the U.S. and other parts of the world about the migration of car-driving commuters to buses and trains because of high fuel prices. And then I wonder how many people wanted to make the conversion to buses and trains but didn't because they didn't know how to get from Point A to Point B using the local transit system or because they were intimidated about riding the bus or train.

Which brings me to the point: Transit systems need to make sure that their websites are easy to use, properly updated and useful. If they don't have automated trip planners, they should at least supply timetables and maps that would allow a novice to chart a course from home to the office. Or wherever. And they should also supply instructions on using the system, e.g., which door to use to enter and exit the vehicle, how to pay your fare, rules about eating or drinking on the bus/train, how to signal a bus operator that you want to get off, etc.

I suspect that many transit system websites are getting more traffic than ever before, with most of the action from new customers. If you don't have a section on your website called "First-Time Riders," "How to Ride," "Getting Started" or something to that effect, you probably should create one. And it should include a Frequently Asked Questions section addressing common concerns that first-time riders have.

If you have the wherewithal, and funding, to create an online video that illustrates how to use the system, that's even better. People are much more likely to watch a video than, say, read a downloadable brochure. Take advantage of the Internet's ability to deliver images, sound and graphics. Although the video should be professionally produced, it doesn't have to be award-winning caliber. It just needs to address the questions that first-time riders have in a straight-forward, informational manner.

I know budgets are tight, but record-high fuel prices have created a fantastic opportunity to win new riders to your systems. You don't want to miss this chance. An investment in your website now could pay significant dividends down the line.

Until next time.

Steve

Comments

[BUS BARN]

Hey Steve!

You have a direct link to your blog from our MYSPACE page. The masses need to hear this message. All too often, mass transit websites are bland and chock full of useless information. A "You Tube" approach is most welcome. Pt's affordable, and has potential to attract new ridership. Right on!

[Wad]

Steve, I used to co-run SoCalTIP, a volunteer-based site that had information for every transit agency in Southern California, plus CAT in Las Vegas.

It proved to be too much for the volunteers to maintain, and few agencies provided us with support. Our aim was to become what 511.org is to the Bay Area.

One thing people loved about our site, and the major transit agencies are flagrant offenders: Our schedules were in plain text. Never, EVER use PDFs to publish print schedules. It shows the agencies are either lazy or don't have a competent web designer.

PDF is a wonderful file format for pre-press applications. For the web, 9 out of 10 PDFs should be converted to plain text.

The only legitimate use of PDF would be a system map. Most do not fit on 8.5 x 11 paper, and PDFs do not pixellate for close zooms. PDFs are never OK for schedules.

[calwatch]

I beg to differ. PDF is probably the best format for portable schedules that I can keep on my laptop, as well as for archival purposes if I want to compare service. In addition, system maps are best delivered on PDF. The worst is to create schedules like 511 in tables which can't be saved to the computer for offline use and use confusing abbreviations. At least PDF is the same version as the paper edition.

[sopasesos]

totally agree that these sites/tools should be ready for primetime. We have the 'trip planner' here in l.a. it's ok, and could definitely see some improvement to make it more user friendly. can't wait until the system is integrated into google maps... which brings me to my next point... transit systems should have functional mobile versions of their sites as well! also pdf is great... but text should also be an option (i can't view pdf on my mobile phone). oh yeah and since many buses have gps on 'em, why not use that to let me know where my bus is on the map?!

[Tammi Diaz]

Utah Transit Authority has Good Bus Service in Down
Town Salt Lake City, in the Avenues and at the University of Utah. UTA has Destroy the Bus System
in the rest of Salt Lake County. UTA is putting most of their REVENUE into Light Rail and FrontRunner Diesel, which is causing more Air Pollution.

John Inglish General Manager Salary is $266,614, Bonus $39,860 Other Incentives $60,526 Total $100,386, there 9 more High Paid Executives that Receive Huge Salaries and Huge Bonuses, all at Tax Payer Expense.

Utah Transit Authority is a PUBLIC SERVICE! UTA Receive PUBLIC FUNDS!

You can go to transitridersunion.blogstot.com

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