Failure to Communicate

Rider complaints about poor communication during mishaps are longstanding. Metro began developing its "Communication Initiatives" last year and unveiled the plan after a string of disruptions raised those issues again this month. Metro officials think the system does relatively well communicating about planned events. In emergencies, however, it has tended to focus on solving the problem rather than telling riders what's going on, often creating unrealistic expectations during service disruptions.

[Timeline of Metro problems in the past two weeks, and the transit agency's initiatives to improve communication with riders]

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