State of the Practice for Traveler Information During Nonrecurring Events

CHAPTER 4. GAPS BETWEEN PRACTICES AND USER NEEDS, CHALLENGES, AND ISSUES

This chapter highlights some of the common challenges and issues that practitioners face with respect to implementing traveler information dissemination strategies for nonrecurring events. Every implementation and messaging strategy faces a unique set of circumstances and constraints (geography, topography, budget, rationale for implementation, etc.), and guidance on this topic cannot be a one-size-fits-all solution. Rather than providing prescriptive guidance, this chapter focuses on identifying options and practices that can be adapted to the needs of a particular situation, guiding the practitioner to areas that are needed most by users.

Features of an ideal system according to travelers and where there is agreement with agency practices include the following:⁽⁶⁾

• The system should be targeted, local, and relevant to the consumer and possibly based on GPS-enabled cell phones or vehicles so that relevant, location-based information is provided.
  
  
• The system should be easy to access and use, including when en route.
  
  
• The system should provide clear, concise, and trustworthy information that is accurate and reliable.
  
  
• The system should include information on nonrecurring events that may drastically affect routes, such as special events, construction/maintenance, or emergencies.
  
  
• The system should use technologies that are widely available to everyone and easily implemented (e.g., radio).

These features were recommended by travelers who participated in that study and are not necessarily complete or recommended by the authors of this report.⁽⁶⁾ For example, weather is not included as information that would affect routes, yet it would be recommended to include as part of an ideal system. In addition, actionable information should be included but was not mentioned by participants. Surprisingly, features that are considered less effective by both agencies and the public are still in wide use today (e.g., HAR).⁽⁶⁾

Similarly, Higgins, et al. found that the following features were preferred by the traveling public:⁽¹¹⁾

• The system should indicate the length of expected delay on original route.
  
  
• The system should recommend a specific alternate route.
  
  
• The system should provide the travel time on both original and alternative routes.
  
  
• The system should indicate the time when the roadway event is expected to be resolved.
  
  
• The system should provide exit numbers for unfamiliar alternative routes and ideally directions with a map.
  
  
• The system should provide options for radio, DMS, and GPS (with some indication of a desire for text messages and mobile apps).

There are also some notable examples of where perceptions between the public and the agencies do not match. It is these instances that are of interest to transportation departments, as they point to features where resources are needlessly being expended or where features might need considerable improvement. Some examples of information sources that may be perceived to have limited effectiveness or where there are disagreements among the public and agencies about effectiveness are as follows:

• HAR: Research by Robinson et al. found that both agencies and the public agree that HAR has limited effectiveness.⁽⁶⁾ Of the methods used by agencies, this was deemed the least effective method of getting traveler information to the public. The public agrees, as focus groups and surveys indicated that an overwhelming majority of people do not trust or use HAR.⁽⁶⁾ In addition, Higgins, et al. found similar issues with HAR use by the public within Wisconsin.⁽¹¹⁾ However, it should be noted that Al-Deek suggested that HAR has the potential to provide benefits to drivers.⁽⁴⁰⁾ Survey responses showed that only 24 percent of motorists have used HAR, while only 57 percent were aware of HAR.⁽⁶⁾ Although these numbers indicate a low usage rate, 87 percent of respondents believed that the service should be continued, while 84 percent said they would use HAR in the future. Survey results indicated that HAR could also be a valuable tool for providing emergency information, as 87 percent of respondents said they would use it in emergencies. Despite these mixed impressions, HAR is widely available to en-route drivers using their car radios and may be considered worthwhile as part of a traveler information toolbox, particularly if some improvements are made (e.g., more frequent information updates or a timestamp to indicate how recently the message was updated).
  
  
• Social media and mobile apps: Traveler information program features using social media and mobile apps are receiving increased attention from agencies, as they are considered effective. From a traveler information program perspective, these features are perhaps the most “cutting edge” in terms of state of the practice; however, the long-term viability remains to be seen. From a public perspective, as of 2012, very few people had been using social media and mobile apps to receive traveler information (although that has likely increased dramatically since).⁽⁶⁾
  
  
• 511 phone systems: Many agencies have implemented or are moving toward using 511 phone systems, as they are considered to be highly effective, so much so that FHWA sponsored the 511 deployment initiative along with other entities.⁽⁶⁾ However, at the same time, State legislatures have been moving to ban cell phone use while driving, and the public’s mindset is changing in the same direction.⁽⁶⁾ This may explain why a review of survey results indicates that making a 511 phone call is not deemed a particularly effective method of getting en-route traveler information.⁽⁶⁾ This may be the result of a conflict between developing State laws and public perceptions targeting cell phone use and the desire for en-route travel information. The overall aim for an effective traveler information system should be alignment between the agency’s goals and the public’s needs/wants. It should be noted that the 511 phone system could still be used by passengers.

There are several potential gaps between how systems are being operated and user needs that cut across dissemination methods.⁽⁶⁾ Some of these issues are due to implementation or terrain impediments, while others are related to technology that has not been developed but is needed.

The problem, location, and action (PLA) method is often used to define basic DMS message content. An example of PLA that was inspired by Lichty et al. is presented in figure 4 .⁽⁴¹⁾

The PLA structure can be broken down further to include message elements that provide the travel time or may use the word “delay” to let travelers know how severe a situation is. This can assist them with understanding the expectations about the specific trip or make alternate travel plans. Example message elements that provide information on the effect on travel include “X Min Delay” or “Major Delay.” The audience for the action might also be specified by including the message element “X Metro Area” or “Eastbound traffic.” There also may be message elements that provide travelers with a good reason to follow the action, such as “Avoid X Min Delay” or “Best Route to I-95,” which indicates that following the advice on the DMS could lead to time savings or a safer traveling situation. The following gaps intersect with these different components to a message and highlight issues with each:

• Potential gap 1—location: There are some locations (e.g., rural areas or mountainous regions) where information about major events (including weather) and related emergencies need to be projected at a great distance. For example, some areas within Missouri have grappled with the issue that if there is a major accident or inclement weather that forces the shutdown of a corridor, then drivers need to be informed upward of 100 mi out in order to properly route around that town (where there are not viable alternatives once a driver enters that corridor).⁽³⁷⁾ Similarly, location-sensitive information needs to be relevant. In other words, travelers do not want to be inundated with information about an event hundreds of miles away. Yet, there is a balance between information about near nonrecurring events as well as messages about distant nonrecurring events that can affect routing or trip planning. Location may also mean providing relevant information at key decision points, such as a freeway entrance.⁽³⁴⁾
  
  
• Potential gap 2—timeliness: In addition to being mindful of distance, timeliness of messages is also important to travelers. For example, providing warning messages about the potential for ice after cars are starting to spin out on an interstate would not be considered helpful. Timeliness is a challenge for agencies because gathering and validating incoming information about quickly changing conditions (weather, emergencies, etc.) is very complex and difficult. Connected vehicle technology may help with this due to enhanced localized information from various sources being transmitted back to the TMC. In addition, greater social media usage on mobile devices and two-way messaging (from the TMC to the traveler and from the traveler to the TMC) will also help close this gap.
  
  
• Potential gap 3—alternative route or action information: A common complaint by many travelers is the lack of alternative route or action information. In some cases, this depends on the local terrain, as there may not be any alternative routes to offer as guidance. Other times, there may be jurisdictional issues between the entities managing the highways and the local roads. Regardless, system efficiency would seem to benefit from giving travelers alternative routes or alternative actions to take in the event of a nonrecurring event. For example, in Nevada, agency representatives ^[1] noted that compliance of truck drivers to reroute or delay a trip may result from not giving them a suitable alternative when providing high wind warnings. One possible approach that the agency representatives are interested in pursuing is partnering with local businesses and offering parking facilities for truck drivers to take a break until the dangerous wind conditions subside. If these alternatives are given, then proper messaging is a vital part of success.

Although these gaps focus on structural and operational aspects, improper input into messages or dissemination practices could negatively impact travelers’ decisionmaking.

^[1] Phone interviews of (Director of Nevada Department of Transportation’s Freeway & Arterial System of Transportation and District II Manager for Nevada conducted by Westat on February 1, 2016.