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Suggested Citation:"Front Matter." National Academies of Sciences, Engineering, and Medicine. 2004. Security-Related Customer Communications and Training for Public Transportation Providers. Washington, DC: The National Academies Press. doi: 10.17226/23373.
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Below is the uncorrected machine-read text of this chapter, intended to provide our own search engines and external engines with highly rich, chapter-representative searchable text of each book. Because it is UNCORRECTED material, please consider the following text as a useful but insufficient proxy for the authoritative book pages.

T R A N S P O R T A T I O N R E S E A R C H B O A R D WASHINGTON, D.C. 2004 www.TRB.org T R A N S I T C O O P E R A T I V E R E S E A R C H P R O G R A M TCRP REPORT 86 Research Sponsored by the Federal Transit Administration in Cooperation with the Transit Development Corporation SUBJECT AREAS Public Transit • Planning and Administration Public Transportation Security Volume 5 Security-Related Customer Communications and Training for Public Transportation Providers JOHN N. BALOG PETER N. BROMLEY AND JAMIE BETH STRONGIN McCormick, Taylor & Associates, Inc. Philadelphia, PA DAVID CHIA KATHLEEN BAGDONAS AND SCOTT HAMWEY Planners Collaborative, Inc. Boston, MA

TRANSIT COOPERATIVE RESEARCH PROGRAM The nation’s growth and the need to meet mobility, environmental, and energy objectives place demands on public transit systems. Current systems, some of which are old and in need of upgrading, must expand service area, increase service frequency, and improve efficiency to serve these demands. Research is necessary to solve operating problems, to adapt appropriate new technologies from other industries, and to introduce innovations into the transit industry. The Transit Cooperative Research Program (TCRP) serves as one of the principal means by which the transit industry can develop innovative near-term solutions to meet demands placed on it. The need for TCRP was originally identified in TRB Special Report 213—Research for Public Transit: New Directions, published in 1987 and based on a study sponsored by the Urban Mass Transportation Administration—now the Federal Transit Admin- istration (FTA). A report by the American Public Transportation Association (APTA), Transportation 2000, also recognized the need for local, problem-solving research. TCRP, modeled after the longstanding and successful National Cooperative Highway Research Program, undertakes research and other technical activities in response to the needs of transit service providers. The scope of TCRP includes a variety of transit research fields including plan- ning, service configuration, equipment, facilities, operations, human resources, maintenance, policy, and administrative practices. TCRP was established under FTA sponsorship in July 1992. Proposed by the U.S. Department of Transportation, TCRP was authorized as part of the Intermodal Surface Transportation Efficiency Act of 1991 (ISTEA). On May 13, 1992, a memorandum agreement outlining TCRP operating procedures was executed by the three cooperating organizations: FTA, The National Academies, acting through the Transportation Research Board (TRB); and the Transit Development Corporation, Inc. (TDC), a nonprofit educational and research organization established by APTA. TDC is responsible for forming the independent governing board, designated as the TCRP Oversight and Project Selection (TOPS) Committee. Research problem statements for TCRP are solicited periodically but may be submitted to TRB by anyone at any time. It is the responsibility of the TOPS Committee to formulate the research program by identifying the highest priority projects. As part of the evaluation, the TOPS Committee defines funding levels and expected products. Once selected, each project is assigned to an expert panel, appointed by the Transportation Research Board. The panels prepare project statements (requests for proposals), select contractors, and provide technical guidance and counsel throughout the life of the project. The process for developing research problem statements and selecting research agencies has been used by TRB in managing cooperative research programs since 1962. As in other TRB activ- ities, TCRP project panels serve voluntarily without compensation. Because research cannot have the desired impact if products fail to reach the intended audience, special emphasis is placed on disseminating TCRP results to the intended end users of the research: transit agencies, service providers, and suppliers. TRB provides a series of research reports, syntheses of transit practice, and other supporting material developed by TCRP research. APTA will arrange for workshops, training aids, field visits, and other activities to ensure that results are implemented by urban and rural transit industry practitioners. The TCRP provides a forum where transit agencies can cooperatively address common operational problems. The TCRP results support and complement other ongoing transit research and training programs. TCRP REPORT 86: Volume 5 Project J-10A(2) FY’02 ISSN 1073-4872 ISBN 0-309-06760-X Library of Congress Control Number 2002109708 © 2004 Transportation Research Board Price $40.00 NOTICE The project that is the subject of this report was a part of the Transit Cooperative Research Program conducted by the Transportation Research Board with the approval of the Governing Board of the National Research Council. Such approval reflects the Governing Board’s judgment that the project concerned is appropriate with respect to both the purposes and resources of the National Research Council. The members of the technical advisory panel selected to monitor this project and to review this report were chosen for recognized scholarly competence and with due consideration for the balance of disciplines appropriate to the project. The opinions and conclusions expressed or implied are those of the research agency that performed the research, and while they have been accepted as appropriate by the technical panel, they are not necessarily those of the Transportation Research Board, the National Research Council, the Transit Development Corporation, or the Federal Transit Administration of the U.S. Department of Transportation. Each report is reviewed and accepted for publication by the technical panel according to procedures established and monitored by the Transportation Research Board Executive Committee and the Governing Board of the National Research Council. To save time and money in disseminating the research findings, the report is essentially the original text as submitted by the research agency. This report has not been edited by TRB. Special Notice The Transportation Research Board of The National Academies, the National Research Council, the Transit Development Corporation, and the Federal Transit Administration (sponsor of the Transit Cooperative Research Program) do not endorse products or manufacturers. Trade or manufacturers’ names appear herein solely because they are considered essential to the clarity and completeness of the project reporting. Published reports of the TRANSIT COOPERATIVE RESEARCH PROGRAM are available from: Transportation Research Board Business Office 500 Fifth Street, NW Washington, DC 20001 and can be ordered through the Internet at http://www.national-academies.org/trb/bookstore Printed in the United States of America

The National Academy of Sciences is a private, nonprofit, self-perpetuating society of distinguished schol- ars engaged in scientific and engineering research, dedicated to the furtherance of science and technology and to their use for the general welfare. On the authority of the charter granted to it by the Congress in 1863, the Academy has a mandate that requires it to advise the federal government on scientific and techni- cal matters. Dr. Bruce M. Alberts is president of the National Academy of Sciences. The National Academy of Engineering was established in 1964, under the charter of the National Acad- emy of Sciences, as a parallel organization of outstanding engineers. It is autonomous in its administration and in the selection of its members, sharing with the National Academy of Sciences the responsibility for advising the federal government. The National Academy of Engineering also sponsors engineering programs aimed at meeting national needs, encourages education and research, and recognizes the superior achieve- ments of engineers. Dr. William A. Wulf is president of the National Academy of Engineering. The Institute of Medicine was established in 1970 by the National Academy of Sciences to secure the services of eminent members of appropriate professions in the examination of policy matters pertaining to the health of the public. The Institute acts under the responsibility given to the National Academy of Sciences by its congressional charter to be an adviser to the federal government and, on its own initiative, to identify issues of medical care, research, and education. Dr. Harvey V. Fineberg is president of the Institute of Medicine. The National Research Council was organized by the National Academy of Sciences in 1916 to associate the broad community of science and technology with the Academy’s purposes of furthering knowledge and advising the federal government. Functioning in accordance with general policies determined by the Acad- emy, the Council has become the principal operating agency of both the National Academy of Sciences and the National Academy of Engineering in providing services to the government, the public, and the scientific and engineering communities. The Council is administered jointly by both the Academies and the Institute of Medicine. Dr. Bruce M. Alberts and Dr. William A. Wulf are chair and vice chair, respectively, of the National Research Council. The Transportation Research Board is a division of the National Research Council, which serves the National Academy of Sciences and the National Academy of Engineering. The Board’s mission is to promote innovation and progress in transportation through research. In an objective and interdisciplinary setting, the Board facilitates the sharing of information on transportation practice and policy by researchers and practitioners; stimulates research and offers research management services that promote technical excellence; provides expert advice on transportation policy and programs; and disseminates research results broadly and encourages their implementation. The Board’s varied activities annually engage more than 4,000 engineers, scientists, and other transportation researchers and practitioners from the public and private sectors and academia, all of whom contribute their expertise in the public interest. The program is supported by state transportation departments, federal agencies including the component administrations of the U.S. Department of Transportation, and other organizations and individuals interested in the development of transportation. www.TRB.org www.national-academies.org

COOPERATIVE RESEARCH PROGRAMS STAFF FOR TCRP REPORT 86 ROBERT J. REILLY, Director, Cooperative Research Programs CHRISTOPHER W. JENKS, Manager, Transit Cooperative Research Program S. A. PARKER, Senior Program Officer EILEEN P. DELANEY, Managing Editor ELLEN M. CHAFEE, Assistant Editor TCRP PROJECT J-10A PANEL Field of Special Projects—Area of Security MAUREEN A. MILAN, Maureen A. Milan & Associates, Inc., Melrose, MA (Chair) GERALD L. BLAIR, Indiana County Transit Authority, Indiana, PA CECIL BOND, Southeastern Pennsylvania Transportation Authority JOHN CLAFLIN, Triangle Transit Authority, Research Triangle Park, NC DOROTHY W. DUGGER, San Francisco Bay Area Rapid Transit District POLLY L. HANSON, Washington Metropolitan Area Transit Authority RANDY ISAACS, Greyhound State Government Affairs, Hendersonville, TN THOMAS C. LAMBERT, Metropolitan Transit Authority—Houston PAUL J. LENNON, Los Angeles County Metropolitan Transportation Authority WILLIAM T. MCARDLE, Port Authority of Allegheny County, Pittsburgh, PA JAMES D. O’DONNELL, MTA/Metro-North Railroad, New York, NY ROBERT L. SMITH, Maryland Mass Transit Administration GENE WILSON, JR., Metropolitan Atlanta Rapid Transit Authority VINCENT P. PEARCE, FHWA Liaison Representative RHONDA CRAWLEY, FTA Liaison Representative QUON KWAN, FTA Liaison Representative JEFFREY G. MORA, FTA Liaison Representative ANTHONY VANCHIERI, TSA Liaison Representative GREG HULL, APTA Liaison Representative VIVIENNE WILLIAMS, APTA Liaison Representative ROBERT J. ADDUCI, Volpe National Transportation Systems Center Liaison Representative SCOTT BOGREN, Community Transportation Association of America Liaison Representative PAUL GOLDEN, National Infrastructure Protection Center Liaison Representative KAREN HEAD, Amalgamated Transit Union Liaison Representative CHRISTOPHER A. KOZUB, National Transit Institute Liaison Representative GEORGE MCDONALD, Transport Workers Union of America Liaison Representative ED PRITCHARD, Federal Railroad Administration Liaison Representative MATTHEW D. RABKIN, U.S. DOT Liaison Representative KAREN WOLF-BRANIGIN, Project ACTION Liaison Representative JOEDY W. CAMBRIDGE, TRB Liaison Representative PETER SHAW, TRB Liaison Representative AUTHOR ACKNOWLEDGMENTS The research reported herein was performed under TCRP Project J-10A(2) in Fiscal Year 2002 by McCormick, Taylor & Associates, Inc., and Planners Collaborative, Inc. John N. Balog of McCormick, Taylor & Associates served as the Principal Investigator for this task order. The research team would like to thank the Panel Chair, Maureen A. Milan, and all of the members of the panel for their con- siderable insight and contributions during the conduct of this research. Their guidance and comments contributed substantially to the quality of the final product. The team would also like to thank all of the individuals and public transportation organizations that provided example materials for consideration. As always, APTA and CTAA also played important roles representing the entire pub- lic transportation industry. Lastly, the team is pleased to have had the opportunity to work under the leadership of Stephan Parker, TCRP Senior Program Officer, who provided direction and counsel on a myriad of items throughout the process.

FOREWORD By S. A. Parker Staff Officer Transportation Research Board This fifth volume of TCRP Report 86: Public Transportation Security will be of interest to transit general managers; senior executives; operational and technical man- agers; transit police; security personnel; and communications, human-resources, and marketing staff. Personnel with similar responsibilities at departments of transportation or public works will also find this report to be of value. The objective of Volume 5: Security-Related Customer Communications and Training for Public Transportation Providers is to provide improved tools for security-related customer communications and training. CRP-CD-43, which accompanies this volume, contains the entire TCRP Report 86: Volume 5 contents: (1) a 15-minute video on the importance of training for transit emer- gencies, (2) a PowerPoint overview of the report, (3) the final report in portable document format (pdf), and (4) templates of communication devices. McCormick, Taylor & Asso- ciates, Inc., prepared this volume of TCRP Report 86 under TCRP Project J-10A(2). Emergencies arising from terrorist threats highlight the need for transportation managers to minimize the vulnerability of passengers, employees, and physical assets through incident prevention, preparedness, response, and recovery. Managers are seek- ing to reduce the chances that transportation vehicles and facilities will be targets or instruments of terrorist attacks and to be prepared to respond to and recover from such possibilities. By being prepared to respond to terrorism, each public transportation agency is simultaneously prepared to respond to natural disasters such as hurricanes, floods, and wildfires, as well as human-caused events such as hazardous materials spills and other incidents. This is the fifth volume of TCRP Report 86: Public Transportation Security, a series in which relevant information is assembled into single, concise volumes, each pertaining to a specific security problem and closely related issues. These volumes focus on the concerns that transit agencies are addressing when developing programs in response to the terrorist attacks of September 11, 2001, and the anthrax attacks that followed. Future volumes of the report will be issued as they are completed. To develop this volume in a comprehensive manner and to ensure inclusion of sig- nificant knowledge, available information was assembled from numerous sources, including a number of public transportation agencies. A topic panel of experts in the subject area was established to guide the researchers in organizing and evaluating the collected data and to review the final document. This volume was prepared to meet an urgent need for information in this area. It records practices that were acceptable within the limitations of the knowledge avail- able at the time of its preparation. Work in this area is proceeding swiftly, and readers are encouraged to be on the lookout for the most up-to-date information. Volumes issued under TCRP Report 86: Public Transportation Security may be found on the TRB website at http://www4.trb.org/trb/crp.nsf/All+Projects/TCRP+J-10.

CONTENTS OF TCRP REPORT 86: VOLUME 5 on CRP-CD-43 1. Being Prepared: Security Training and Communication (video presentation) 2. Overview of TCRP Report 86: Public Transportation Security—Volume 5: Security- Related Customer Communications and Training for Public Transportation Providers (PowerPoint presentation) 3. Guide to Security-Related Customer Communications and Training for Public Transportation Providers (final report for Volume 5 of TCRP Report 86, in pdf) 4. Templates of Communication Devices Presented in the Final Report for Volume 5 of TCRP Report 86 (MS-Word)

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TRB's Transit Cooperative Research Program (TCRP) Report 86: Public Transportation Security, Volume 5: Security-Related Customer Communications and Training for Public Transportation Providers is designed to provide improved tools for security-related customer communications and training. This report is in electronic format on CRP-CD-43. The CD contains a 15-minute video on the importance of training for transit emergencies, a PowerPoint overview of the report, the final report in portable document format (pdf), and templates of communication devices.

The TCRP Report 86: Public Transportation Security series assembles relevant information into single, concise volumes, each pertaining to a specific security problem and closely related issues. These volumes focus on the concerns that transit agencies are addressing when developing programs in response to the terrorist attacks of September 11, 2001, and the anthrax attacks that followed. Future volumes of the report will be issued as they are completed.

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