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From page 1...
... 1 Introduction The emergence of Web 2.0 technologies over the past decade has empowered consumers to use web-based tools to comment on and rate goods and services ranging from hotels to health clubs. Increasingly, transit riders are joining their ranks.
From page 2...
... 2 Use of Web-Based Rider Feedback to Improve Public Transit Services Larger and Experienced Agencies: This document provides guidance on creating and implementing a web-based feedback plan. It provides a structure for organizing the information, the tools, and the work flow.
From page 3...
... Summary 3 Understanding Web-Based Feedback Chapter 1 provides background information that defines web-based feedback, the needs it can address, and benefits and challenges of implementing a web-based feedback program. Agency Needs for Web-Based Feedback Agency needs for web-based feedback tools have been divided into four categories, each of which has several subcategories, as defined below.
From page 4...
... 4 Use of Web-Based Rider Feedback to Improve Public Transit Services Increased Outreach and Documentation of Agency Needs. Web-based feedback can help agencies obtain diverse opinions.
From page 5...
... Summary 5 there may be inconsistency from one staff person to the next. Agencies need to develop policies and guidelines to set expectations.
From page 6...
... 6 Use of Web-Based Rider Feedback to Improve Public Transit Services The level of staffing needed to establish a successful web-based feedback program varies depending upon many factors, such as agency size and operating environment. In addition to these typical factors the report discusses management and technology related factors that impact the level of staffing needed for web-based feedback programs.
From page 7...
... Summary 7 Web-Based Feedback Tools Chapter 3 provides the planning considerations for web-based feedback tools, definitions of the types of tools and tool features, and guidance to facilitate the decision-making process for procuring web-based feedback tools. Planning Considerations The following six topics should be considered by agencies as they adopt and implement webbased feedback tools.
From page 8...
... 8 Use of Web-Based Rider Feedback to Improve Public Transit Services 3) Customer Research.
From page 9...
... Summary 9 ongoing updates to keep the software current with new operating systems. However, the agency may not be able to customize the application to their satisfaction, or may have to pay additional fees to create a customized version of the program.
From page 10...
... 10 Use of Web-Based Rider Feedback to Improve Public Transit Services • Build Stakeholder Support. By encouraging two-way conversations, web-based feedback has the potential to engage riders and other stakeholders in meaningful interactions with the agency.
From page 11...
... Summary 11 Chapter 9 contains the Tool Selection Guide tables and information sheets. The first set of four tables, "Best-Fit Tools for Agency Need," is organized around agency need, and identifies types of tools that are a best fit or good fit for each category of need.

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