Disruption Alerts: 3 Essential Elements for Targeted Passenger InformationThe Trapeze Team | March 23, 2017
Delivery of passenger information during disruption is absolutely critical – yet so few organisations do it well. We already know that ‘scattergun’ use of social media no longer effective, so how will you meet passenger requirements? Here’s what you need:
1. Know which services, stops or operators the customer uses
Once you know the services, stops and operators passengers wish to use, you’re half-way to delivering targeted information. This information can be easily obtained by including subscription options within your journey planner, mobile app or website – all you need to do is provide users with the ability to opt in to alerts relating to their travel plans.
2. A contact method
Proactive communication is critical. We can’t expect users to continually check their travel plans to see if anything has changed; the most effective way to deliver incident information is via an SMS, push notification via an installed Smartphone application, or even a Twitter address. Emails can also be used, though they tend not to ‘cut through the noise’ quite so effectively. Contact methods can be obtained at the point of user subscription, along with any required permissions to use them.
3. A sophisticated communications tool
The final step is to ensure you can effectively take the disruption information and target the affected passengers. Technology like Trapeze’s Situation Console enables you to tag the stops, services and operators affected by each incident, and then use the SIRI-SX protocol to distribute tailored messaging directly into the hands of all required recipients – and nobody else.
Targeted alerts are the most effective way to deliver passenger information during times of travel disruption. Situation Console enables you to proactively identify incidents that will affect specific passengers – and proactively deliver warnings directly via ‘Push’ messages.