(01 Jun 2022, 8:19 pm)Adrian wrote I'm not convinced they have, to be honest.I guessed Ambassador had a tongue in cheek when the comment was made - but there's two comments of yours I want to pick up on.
When I asked why posters and leaflets weren't produced, allowing less tech savvy passengers the opportunity to respond, I was told that they have put messages on their social media, their website and in newspapers.
Newspapers as the only written media to those who don't use the Internet, I'd say has very limited scope. I only read the Chronicle and the Metro personally, but I haven't seen anything in there, other than the articles condemning GNE to hell, under the guise of 'journalism'.
They also added that drivers are mentioning the changes to the passengers, but again I'd say this has very limited scope. Looking at my own log over the last month, I've travelled on 72x Go North East buses, yet I've not seen one driver communicating (or taking feedback on the changes). How does this even work as a two-way process? You'd have buses running hours late, if drivers were expected to explain changes and document responses.
I did notice on social media that someone, who presumably works at the QE, made the point of putting their own posters up to advise patients...
The 'what people do vs what people think' argument should be covered by the data GNE have. Anyone using multi-trip tickets on smartcards or the app are sharing a token with GNE on every scan, so theoretically they should be able to track travel patterns and connections. Whether or not their software allows them to do that or not is another matter.
The first one was the response to your query about posters and leaflets.
The lack of awareness doesn't surprise me at all.
The second point that jumps out is the person working at the QE taking time out of their day to advise patients.
Whilst I applaud their efforts, it shouldn't be up to them.
If I was the working for the operator and involved in these changes and I saw something like those things, I would be going through a whole mixture of emotions, before slinking off in to a stinking pile of shame.
Whether they do that or shrug their shoulders, point some fingers, repaint some buses, organise a photoshoot and absolve themselves from any responsibility - is probably a moot point.
I'd argue it's far too late now.