Improving Intelligibility of Airport Terminal Public Address Systems (2017) / Chapter Skim
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From page 7... ...
7 2.1 Introduction To assess how various stakeholders perceive intelligibility of PA announcements in airport terminals, the research team developed a questionnaire about respondent understanding of the factors involved in speech intelligibility and whether respondents believe speech intelligibility is a widespread problem. Given that respondents may not be familiar with specific terminology, many questions included multiple-choice answers to guide the responses and lend consistency.
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8 Improving Intelligibility of airport terminal public address Systems Question Primary Response(s) Other Substantial Responses Are poor PA systems a widespread problem?
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No response I strongly disagree I disagree Other (neutral) I agree I strongly agree Figure 2-2.
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10 Improving Intelligibility of airport terminal public address Systems The question in Figure 2-4 allowed multiple selections, and the Other category was selected by 9% of the respondents. The additional factors offered under Other included restrooms and concession areas, back of house, highly reverberant areas with hard surfaces, and separate/remote rental car customer service areas.
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Industry and passenger perspectives 11 I don't know/ No response Other Discussions with facilies and operaons staff (airport facilies) Discussions with operaons staff (airlines)
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Question Popular Response Other Substantial Responses What type of service? 71% domestic and international 29% domestic only Non-English announcements 66% no or none 34% yes Non-English languages*
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Use language specialists to provide prerecorded or live messages Use prerecorded or automated messages Other Figure 2-8. Options for non-English announcements.
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Poor quality PA system design or electronics (e.g., cheap speakers with limited or no adjustment opons) Poor quality announcement recording/ Poor user training (e.g., bad enunciaon or poor microphone technique)
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Industry and passenger perspectives 15 For the information in Figure 2-8, of those 14 airports providing non-English language announcements, the Other techniques to control the quality of these announcements included handled by Public Affairs, professional recordings of customer-service–approved text, reviewed by IT department, professionally produced and reviewed by system engineer, and reviewed and approved by airport director and marketing manager. Some of the questions were refocused to the specific environment at each terminal where airport-based–staff work (Figures 2-9 through 2-12)
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16 Improving Intelligibility of airport terminal public address Systems from passengers. Speech intelligibility measurements were also conducted in the areas where the passenger surveys were conducted.
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Industry and passenger perspectives 17 • Of the airports surveyed, one-quarter of the airports were aware of specific PA system design criteria. • Most of the airport-based staff believe that PA system design or installation is one of the most important factors for speech intelligibility, with room acoustics and background noise following announcement quality.
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