WMATA communications

Metro has recently admitted something that any rider has known for years: the agency is absolutely terrible at communicating with riders during service disruptions. This week two stations in the core of the system were closed, leading to delays for riders on all lines except the Red. Yet many riders did not know this as they entered the system--and had they known, perhaps they could have found alternate routes or simply stayed at home.

Metro will run shuttle buses during disruptions. This works fine for planned disruptions, such as when stations are closed for weekend track work. It's always an utter mess when unexpected problems crop up--you're better off walking. But scrambling buses in short order can't be easy, so maybe this can't be helped.

The "MAJOR DELAY ON METRORAIL" signs that have been added in the station managers' kiosks are a good step, but they aren't visible enough. These signs should be placed on five-foot-tall freestanding pedestals, with several of them placed directly in the paths of riders as they enter stations. Right now I'm more likely to notice a "Caution Wet Floor" pylon than one of these "MAJOR DELAY" signs.

The MAJOR DELAY signs could direct riders to the station manager's kiosk for more information. At the kiosk, clear signs explaining the delay would help greatly. Metro is working on adding flat-panel displays that could have this information. If those take forever to get, or if they never come at all, why not get each kiosk a cheap, $100 laser printer so the station manager can print out signs on the spot?

Even if the high-tech displays do come along, printers would be helpful so that signs could be made for other parts of the station as needed. Things often happen in stations--closed escalators, single-track service--that call for clear signage. Right now, some station managers try to make signs on their own, with Sharpies, leftover pieces of carboard, and stray bits of paper. If a Sharpie isn't handy they'll use ballpoint pens. These signs are barely readable, and not visible from a distance. At least these station managers try: often stations will have no signs at all. So equip the stations with printers, bright paper, and plenty of pedestals available so that signs will be at least waist-high and visible.

But Metro is trying to communicate better with riders. Just in the past day or two, service delays have become much more prominent on the home page, with no need to wait for the irritating ticker to finish scrolling.

Also, on the non-urgent communications side, iPod maps of Metrorail are now available, but apparently only for the special July 4 service plan. You can now subscribe to Metro press releases (don't worry, I read these so you don't have to.) Finally, I spotted a very, very useful map of connecting bus routes, posted in the Judiciary Square station. I'll post a photo when I can. It clearly shows nearby bus stops and frequency of service, along with a map showing where the routes go. Very handy.