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FOI request detail

Public Safety Announcements at Underground stations

Request ID: FOI-2987-1718
Date published: 25 April 2018

You asked

Is there any research that demonstrates the effectiveness of public safety announcements at Underground Stations? (For example standing on the right on escalators, no smoking, and "See it, Say it, sort it" - I'm not referring to service announcements)

We answered

TfL Ref: FOI-2987-1718

Thank you for your request received by Transport for London (TfL) on 22 January 2018 asking for information about research that demonstrates the effectiveness of public safety announcements at Underground Stations.

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Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy. You asked:

Is there any research that demonstrates the effectiveness of public safety announcements at Underground Stations? (For example standing on the right on escalators, no smoking, and "See it, Say it, sort it" - I'm not referring to service announcements).

Please find attached the most recent piece of research which looked at customer response to announcements in general.

It found that customers generally appreciate safety messages (and announcements in general) because they provide reassurance – particularly at quieter stations where customers may feel more isolated, making them feel safer and more connected to the network. At busy stations, competition with other information can lead customers to feel overwhelmed and urgent messages should be prioritised (such as service disruptions).

Please note that names and contact details of the researchers have been redacted. This is done in accordance with TfL’s obligations under the Data Protection Act 1998 (DPA), as required by section 40(2) of the FOI Act. This is because disclosure of this personal data would be a breach of the DPA, specifically the first principle of the DPA which requires all processing of personal data to be fair and lawful. It would not be fair to disclose this personal information when the individuals have no expectation it would be disclosed and TfL has not satisfied one of the conditions of Schedule 2 of the Data Protection Act which would make the processing ‘fair’. This exemption to the right of access to information is an absolute exemption and not subject to an assessment of whether the public interest favours use of the exemption.

If this is not the information you are looking for, or if you are unable to access it for some reason, please feel free to contact me.

Please see the attached information sheet for details of your right to appeal.

Yours sincerely,

Melissa Nichols

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

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