Communication access on trains: a qualitative exploration of the perspectives of passengers with communication disabilities

Abstract

For transport to be accessible to people with communication disabilities many different types of adjustment are required. Using multiple modes of communication with attention to understandability and consistent responses from public contact staff skilled to interact in multiple ways, may be the most flexible and effective means of responding to difficulties posed by the complex and unpredictable nature of train services. Implications for Rehabilitation People with communication disabilities are a diverse group which includes people with physical, sensory, speech, language, and cognitive impairments. Public transport services need to provide a range of communication adjustments to enable people with communication disabilities to travel successfully. Transport services must retain and refine accessible alternatives to online information and booking systems for people with cognitive impairments to avoid widening the digital divide. Frequent and unavoidable changes to train services mean that skilled public contact staff, access to information and a culture of help seeking and giving are particularly important in facilitating access for people with communication disabilities.

Access denied? Digital inequality in transport services

“…For instance, learning disabilities, low literacy/numeracy levels and communication impairments make navigating the digital world of transport services difficult (Bigby et al, 2019;Malik & Wahaj, 2019). In addition, people who are experiencing issues with digitalisation in transport services may already have had issues when everything was analogue, making low access to ICTs another layer on top of existing layers of transport disadvantage (Bigby et al, 2019;Lamont, Kenyon, & Lyons, 2013). Third, we note that a person might be at a disadvantage to access or use a certain type of servicefor instance, online ticketingwhile being able to reap the benefits of another type of servicefor instance, looking for travel information.…”

“…Online travel information makes information that was previously unavailable or hard to find, easier to access and potentially understand (Bigby et al, 2019;Gebresselassie & Sanchez, 2018). As such, it can contribute to a decrease in the resistance to use transport services, especially for inexperienced users.…”

“…Furthermore, while digital technologies may be helping staff to better assist travellers, literature notes that these technologies are also substituting for employees. This is a cause for concern among groups that feel vulnerable (Musselwhite, 2019), particularly when it comes to responding to irregularities or last-minute changes (Bigby et al, 2019). A station kiosk can be an alternative to staff and still relatively low-tech; however, it may still present challenges for those who have little experience with computers and smartphones (Kamga, Yazıcı, & Singhal, 2013).…”

“…Real-time information has brought clear benefits to travellers (Velaga et al, 2012). Personalised assistance allowed through ICT advances, such as features that address impairment and language barriers, can support more inclusiveness and participation (Bigby et al, 2019;Pangbourne et al, 2010). Furthermore, shared mobility modes are often presented as opportunities to meet the needs of groups with a low range of transport options available, because they could safeguard and afford mobility without the need for private vehicles (Golub et al, 2019;Malik & Wahaj, 2019).…”

Exploring the usability of the andragogical process model for learning for designing, delivering and evaluating a workplace communication partner training

“…Over 440,000 Canadians live with a communication disability that can impact their ability to speak, understand, read and write (Collier, 2018). Their access to public transportation, an essential service to ensure participation in the community (Church et al, 2000;Gallez and Motte-Baumvol, 2017), is influenced by the drivers' attitudes and communication skills (Ashton et al, 2008;Bigby et al, 2019). Considering the importance of accessible public transportation, we believe that communication partner training (CPT) should be offered to improve communication between the drivers and people living with a communication disability (PWCD).…”