"Improvement Works" - the most annoying phrase yet

[EltonRoad]

For god's sake! When will the railway learn how to stop annoying its passengers?

Posters containing the phrase "Improvement Works" are now appearing everywhere. When we're catching a train most of us are busy / stressed / bored / in a rush. This phrase is unlikely to catch our attention, we don't read the poster, and we miss vital information about cancelled trains etc. Not only that but timetables are also starting to say it.

What the railway actually means is "Engineering Works", but oh no, they can't say that can they, despite the fact that everybody knows what it means. Why can't they say it? Can someone please explain the thinking behind this patronising nonsense?

(Rant over)

 

[GB]

I understand what you mean as Im not a fan of it myself. I guess the logic behind it is that if you see the word "improvement" rather than "engineering" you will think its more in your benifit. Whether is works like that to the majority of the commuters I dont know.

 

[krus_aragon]

Maybe they say it in the hope that the 'improvement' works?

 

[robert2000]

ATW TIMETABLE NUMBER 1, PAGE 7, HEART OF WALES.

it states that engineering work often affects this service.

 

[NSEFAN]

I guess 'engineering works' has a connotation of delays, diversions and disruption, whereas 'improvement' reinforces the point that the engineering works are actually there for the benefit of the service, something the average passenger will probably not immediately think of.

Its like the use of the word 'incident'. It is a relatively vague word, and doesn't sound as scary as, for example, 'emergency'. Sometimes when I travel by train, a reason for a delay is quite often 'an operating incident', which could really mean anything, such as a SPAD or the failure of some equipment or tresspassing or driver taken ill, etc.

 

[dk1]

To be honest i do prefer it. A few years ago i was doing my usual treck around the Irish rail network & even though peeved to use RR bus en-route to Gallway i did like the title of 'Track Improvement Work' rather than just engineering work. It sort of makes you feel there will be gain after a bit of pain.

My gripe is 'customer' rather than 'passenger'. When i do DOO announcements i never use the word customer as it is so NOT railway to me.

 

[EltonRoad]

I guess 'engineering works' has a connotation of delays, diversions and disruption, whereas 'improvement' reinforces the point that the engineering works are actually there for the benefit of the service, something the average passenger will probably not immediately think of.

Its like the use of the word 'incident'. It is a relatively vague word, and doesn't sound as scary as, for example, 'emergency'. Sometimes when I travel by train, a reason for a delay is quite often 'an operating incident', which could really mean anything, such as a SPAD or the failure of some equipment or tresspassing or driver taken ill, etc.

I completely agree as to why the term "improvement works" is used, but I don't like it! It almost forces you to accept that it's a good thing, which maybe it will be when it's finished, but ignores the fact that there will be disruption and inconvenience. Are they worried about a backlash?

I don't like the term "incident" either. It's as though they're trying not to commit themselves to any information that could lead to complaint, or put the person saying it in a position of difficulty. As a (slightly ridiculous) example, what if there was an announcement that the 1545 to King's Cross has been cancelled due to a suicide, and 90 year-old Mrs Bloggs on platform 3 fainted at the news, injuring herself, then sued the TOC for the distress caused?

Unlikely, I know, but I'm trying to illustrate what I think is the mentality behind it.

 

[djw1981]

Often though the cause of the incident is not known. National Rail is quite good at giving reasons - track problem, points failure, broken down train, passenger ill etc.

Also new platforms, bridges, signals etc may not be what most people consider engineering works, and improvement works is a much b etter term. As you say it indicates the reason for the work - such blockades are put in place to improve your travelling experience. Any disruption will be minimisied by the project team.

 

[royaloak]

My gripe is 'customer' rather than 'passenger'. When i do DOO announcements i never use the word customer as it is so NOT railway to me.

I agree, in fact when I went for my driver interview I used the word passenger several times, when the interviewer asked why i used the term passenger not customer i replied that my passengers are better looked after than most peoples customers, also people that flew concorde were always passengers not customers and if its good enough for them.

 

[rosscbrown]

This is quite an interesting post in terms of railway usability and communications. Some have said before that the phrase "Improvement Works" has more positive connotations that something like "Engineering Works" or "Train Cancellations".

You could look at this as a use of "organisation-centric" language, as opposed to "customer-centric" language. This is an easy mistake to make, particularly in a large organisation.

The problem with organisation-centric language is that unless you are communicating internally, your message can be lost or misunderstood. In this case, the message informing passengers of potential alterations, delays and/or cancellations is lost.

Utility companies are also rather fond of "organisation-centric" language. As an external stakeholder of the gas network, I consider any deliberate hole in the ground as "roadworks" - yet to find out what the heck is going on my street I need to search for "pipeline projects" on the National Grid UK website. (Source)

While it sounds like a bad idea and a public relations nightmare, big signs titled, "Passenger Information: Essential Service Alterations Between X and Y" might be a better method of communication.

 

[djw1981]

But are they essential, or merely desirable....

 

[rosscbrown]

Investment in properly planned infrastructure is essential.

 

[Greeny]

Investment in properly planned infrastructure is essential.

100% spot on. Trouble is NR and the TOC's don't seem to have got the art of explainng it very well.

G

 

[Mojo]

I should hope with money being what it is at the moment that Network Rail aren't carrying out any non-Essential Engineering Works!