Thoughts on “Here Comes Everybody”

By now most people know about Wikipedia, the collaboratively-written encyclopedia that anyone can edit. Isn’t that great and impressive that millions of people who don’t know each other can create such a useful and comprehensive resource? There are many other powerful examples of online collaboration, and sometimes it seems as if there is an equal […]

Rider-powered customer service for transit

Less than a year ago, I saw a presentation on, a site that hosts user-powered customer service forums.  To me, the site offers an inspiring, slightly provocative, and savvy approach to customer interaction. You can browse some of their (beautiful and interesting) slide decks online.  One presentation is Customer Service is the New Marketing.  […]

Looking forward to speaking on favorite topics — Google Transit and transit information — in Monterey

On Thursday, November 6, I’ll be speaking on two panels at the first joint California Transit Association and California Association for Coordinated Transportation conference in Monterey. The first panel I’ll be on is “Making Connections with Google Transit.”  I’ll be outlining approaches for smaller, mid-sized and rural agencies, and steps to get the most out […]

Route-specific marketing: an online community-based approach

I am proud to share Trillium’s work in an innovative route-specific marketing initiative for the Champaign-Urbana Mass Transit District (CUMTD) launched in October. CUMTD increased service frequency on one of their core routes, the Green Route.  To get the word out, they engaged business and community partners who distributed information about how easy it is […]