Unsatisfactory live PA at Euston this morning

[charleyfarley]

I have submitted a complaint to LUL about the live PA announcements being made at Euston around 10AM this morning. The announcer (female) was speaking with such a heavy accent that neither myself nor half a dozen or so fellow passengers on the platform with me could understand what was being said.
In an emergency situation, not being able to understand a live announcement could have serious consequences, hence my complaint.

[mcmaddog]

In contrast I love the guy at Bank; so clear, courteous and precise

[chrisvandenkieboom]

Or the guy at Waterloo, who announces it as if it were NYC;

[citysig]

Dec 10, 2011 12:03:43 GMT charleyfarley said:

I have submitted a complaint to LUL about the live PA announcements being made at Euston around 10AM this morning. The announcer (female) was speaking with such a heavy accent that neither myself nor half a dozen or so fellow passengers on the platform with me could understand what was being said.
In an emergency situation, not being able to understand a live announcement could have serious consequences, hence my complaint.

Being a very multi-cultural employer, it goes without saying that we have staff from all corners of the globe. Through no fault of their own, some staff may not have the best accents to perform PA announcements, but in the moment, there may be no other choice but to put them "on the mike."

I am sure the person concerned did their best in the situation, and making formal complaints to LU will do nothing to help the individual gain the experience or training to do better in future.

It is regrettable the information was below the desired standard, but clearly someone decided to give it their best shot, rather than leave you without information at all.

Rest assured, in an emergency, I am sure you would be given much more information and guidance from staff.

[charleyfarley]

I was thinking that if an English person relocated to France, got a job on the Paris Metro, and it was found that his/her French was barely understandable, solely due to his/her "unusual" accent, he/she would be moved to non-PA duties.
I later discovered that the announcement referred to was a routine weekend engineering works announcement..
When someone has a strong accent, no amount of "training" can resolve that.

[mrfs42]

Dec 10, 2011 17:34:24 GMT charleyfarley said:

When someone has a strong accent, no amount of "training" can resolve that.

Elocution lessons are not training, then?

[Deleted]

Now nobody could say that I do not have an accent in my English, and unlike what is written voice can't be edited afterwards! Just comes straight out. But I do find some of the announcements on the underground too difficult for me to understand, and I think I know enough to see the difference between problems with the accent and those with the technical transmission.

You will realise that compared to native English it is extra difficult for us people who are two stages away from the home language of the person from elsewhere speaking in English. By the way I don't have any difficulty with any of the different London accents, where someone once kindly explained the difference to me between South London, East End and so on.

The most surprising is on the DLR where the standard recorded announcements are made by a girl in a strong accent that I have been told is that of somebody from Ireland, this seems so strange that recorded messages on the transport in a capital city are done by somebody obviously from a different country.

[charleyfarley]

I have never heard the term elocution used in reference to someone mastering a second language.
Elocution refers to someone experiencing difficulty with their own language possibly due to a speech defect. Nobody could say a strong accent is in any way a "defect"
The elimination of a strong accent is not something that can be forced. It has to occur naturally following several years in the adopted country.

[jardine01]

I am sure it was not that inportant however don't they play allot of Automated announcements like " Victoria line the train now approaching is to Brixton please stand back from the platform edge"

[castlebar]

In the days when a class 121 ran an Ealing Broadway to Greenford shuttle, there were regular announcements at Eal Bdy in a thick Ulster accent "This is the Greenfurr dieselly cah furr West Eallen and all stations to Greenfurr".

[phillw48]

This is down to management. It is their responsibility to ensure that their staff are suited to the tasks allocated and if necessary given the training required. It is typical of modern management that many have no interest or knowledge of what they are supposed to be managing.

[mrfs42]

Dec 11, 2011 8:22:08 GMT charleyfarley said:

I have never heard the term elocution used in reference to someone mastering a second language.

We've never met. You would never guess that my first language wasn't English.

[chrisvandenkieboom]

What was it then?

[mrfs42]

Dec 11, 2011 14:06:00 GMT chrisvandenkieboom said:

What was it then?

That's for me to know.

[citysig]

Dec 11, 2011 11:08:47 GMT phillw48 said:

This is down to management. It is their responsibility to ensure that their staff are suited to the tasks allocated and if necessary given the training required. It is typical of modern management that many have no interest or knowledge of what they are supposed to be managing.

And, again, could it be it was not this individual's task at that point, but better to give some information (even if some could not understand it) rather than none at all?

I can assure you, and some on here will back me up, that as well as the number of announcements made (possible a critical drive in this) the quality and content is also measured. Our management is driven by those kind of statistics - particularly at present. On this occasion, in the OP's opinion, whilst the quantity was met, the quality wasn't.

Does this situation really warrant a complaint to LU - which is how the OP opens the thread. Perhaps a "customer comment" would be far more appropriate course of action. We don't know the circumstances of the occasion discussed, but steaming in with both feet is hardly helpful?

[radbod]

Dec 11, 2011 7:34:17 GMT @diana said:

Now nobody could say that I do not have an accent in my English, and unlike what is written voice can't be edited afterwards! Just comes straight out. But I do find some of the announcements on the underground too difficult for me to understand, and I think I know enough to see the difference between problems with the accent and those with the technical transmission.

You will realise that compared to native English it is extra difficult for us people who are two stages away from the home language of the person from elsewhere speaking in English. By the way I don't have any difficulty with any of the different London accents, where someone once kindly explained the difference to me between South London, East End and so on.

The most surprising is on the DLR where the standard recorded announcements are made by a girl in a strong accent that I have been told is that of somebody from Ireland, this seems so strange that recorded messages on the transport in a capital city are done by somebody obviously from a different country.

Is she unclear? No. Does the message get across? Yes. Is the person a girl? No, she's a woman. Please stop being so patronisingly reductive, particularly about someone of your own gender.

[jamesb]

In an emergency the fire alarm plays an automatic voice which is very clear.

I don't think there is an issue here...

It's nice to hear different voices and reflects the diverse city in which we live (some of us anyway)!

[Deleted]

I absolutely hate one of the announcers at southbound Finchley Road tube (evening peak hours) who has a habit of constantly repeating "next stop Harrow-on-the-Hill Harrow-on-the-Hill Harrow-on-the-Hill". Reminds me of every frigging bazaar I've ever been to.

Other horrid announcers were at Stratford (girl with thick, barely understandable East European accent) back in 2007-8, and nowadays a horrid computer voice at King's Cross - a reminder of shitty computer synthesised voice of late 90s (yet installed in late 00s I believe).

[Chris M]

Dec 11, 2011 16:04:47 GMT @citysig said:

I can assure you, and some on here will back me up, that as well as the number of announcements made (possible a critical drive in this) the quality and content is also measured. Our management is driven by those kind of statistics - particularly at present

It is well known that what management think people want from announcements in terms of content and quantity is not what the majority of those who comment online about announcements want. As a member of the public, I really don't care whether a station meets an arbitrary target for the number of edits made - in fact if I have to listen to fewer pointless announcements then I'd rather they fail.
While in most cases I will side with the operational staff when they get complaints from joe public due to ignorance, on this occasion having a target for the number of messages is not something I can justify to less informed people.

Dec 11, 2011 16:04:47 GMT @citysig said:

On this occasion, in the OP's opinion, whilst the quantity was met, the quality wasn't.

Does this situation really warrant a complaint to LU - which is how the OP opens the thread. Perhaps a "customer comment" would be far more appropriate course of action. We don't know the circumstances of the occasion discussed, but steaming in with both feet is hardly helpful?

I'd say that from the point of view of a member of the travelling public, a complaint was justified in being made. They experienced a situation that they perceive as being unsafe (if they couldn't understand the message how do they know it's not safety related?) and so they should complain about it, just as they should complain about any other situation that appears to them to be unsafe.

It is up to TfL to determine the facts of the situation, and based on those facts determine whether it was (potentially) unsafe. If it was, they should make whatever changes are necessary to prevent it happening again (or reduce the risk of it happening again and/or the severity of the consequences of it happening again). If it wasn't unsafe, they should investigate why it appeared to be unsafe and make any reasonable changes to alter that perception. In either scenario TfL should reply to the complainant explaining (to the appropriate level of detail) what happened, why it was safe/unsafe and what further action they are taking).

Even if the action wasn't perceived as unsafe, if I receive service that I feel is unsatisfactory from a staff member at a supermarket/restaurant/cinema/etc then it is right that I complain about it. Why should a unsatisfactory behaviour from a TfL staff member be any different?

I'm actually surprised that being able to make easily comprehensible PA messages isn't regarded as a key requirement for being employed in any station role. I say this because there are at least several different scenarios where any member of station staff could be required to make a safety-critical PA announcement with no notice. This isn't at all racist as there are plenty of native British people who cannot make intelligible PAs and plenty of non-native people who can.

[Chris M]

Dec 11, 2011 7:34:17 GMT @diana said:

The most surprising is on the DLR where the standard recorded announcements are made by a girl in a strong accent that I have been told is that of somebody from Ireland, this seems so strange that recorded messages on the transport in a capital city are done by somebody obviously from a different country.

I know exactly the announcer you refer to, but I've never been completely sure of their gender (two of my friends even have a recurring debate over the issue)

[Deleted]

Dec 11, 2011 20:54:38 GMT futurix said:

I absolutely hate one of the announcers at southbound Finchley Road tube (evening peak hours) who has a habit of constantly repeating "next stop Harrow-on-the-Hill Harrow-on-the-Hill Harrow-on-the-Hill". Reminds me of every frigging bazaar I've ever been to.

Ahahaha I know the one you mean 'We have a green light! Mind... The gap...' etc. I personally love the announcements this guy does when he's on SATs very informative and its not dreary either!

[trt]

I like the automated announcement at Harrow & Wealdstone about watching your bags. It sounds just like the "Classically trained actor" from Monkey Dust (?); the guy who no matter how drunk, stoned, angry, sweary or whatever he was, he still sounded like a voice-over for a JML commercial.



(Additional)
Just found the Modern Toss Interactive Periodic Table of Swearing which is on display in London until 18th.
www.clayinteractive.co.uk/exhibit.php?e=22

Now if only they could integrate that with one of the old mega-buttoned ticket machines they could replace ticket office staff and still maintain the travelling experience (well, at least the Evening Standard's version of a typical LUL experience).

[Alight]

I'm all for automated announcements because they are clearer and more consistent. The platform announcer in this clip would be more suitable for the Disney monorail. Now that may sound harsh to some, but in my opinion his announcing is OTT.

The worst platform announcers are the ones who shout at the customers, relishing in the control they have over the microphone. When travelling back from work along the Piccadilly line over the summer, I used to cringe at the amount of times some of them repeatedly shouted "stand clear of the doors" in an extremely patronising, unprofessional manner.

Dec 11, 2011 23:41:13 GMT Chris M said:

Dec 11, 2011 7:34:17 GMT @diana said:

The most surprising is on the DLR where the standard recorded announcements are made by a girl in a strong accent that I have been told is that of somebody from Ireland, this seems so strange that recorded messages on the transport in a capital city are done by somebody obviously from a different country.

I know exactly the announcer you refer to, but I've never been completely sure of their gender (two of my friends even have a recurring debate over the issue)

Are you not referring to the DLR Emma Hignett Platform announcements?

Dec 11, 2011 20:54:38 GMT futurix said:

...and nowadays a horrid computer voice at King's Cross - a reminder of shitty computer synthesised voice of late 90s (yet installed in late 00s I believe).

She isn't very popular among enthusiasts. It is such a shame that this voice is being rolled out at many national rail stations including along First Capital Connect and First Great Western. Also, the majority of Network rail stations now have her, like King's Cross as you say. The company ATOS responsible for those announcements should use a professional voice over artists rather than relying on one of their staff members from head office (Anne).

[Deleted]

First Group have transformed the GW route dramatically, completely banishing the previous image FGW had!

[Phil]

Dec 12, 2011 17:32:15 GMT chrisvandenkieboom said:

But Last Torturing Travel and Last Awful Western also happen to be one of the bad TOC's, incidentally.

ADMIN: since you do not live in this country you have no idea how, on a day-to-day basis these two franchises perform. As it happens, most of those who TRAVEL on FGW (as opposed to those who just make up their own minds without any facts) know that in the last couple of years they have become one of the best performers in most aspects (but let down in one or two points). I see bonzeonion has posted the same thing while I'm actually typing.

Chris........ you have been warned several times about meaningless, ill-informed and facetious posts and seem determined to ignore all advice. If you continue to do so the forum staff will be forced to take action. Please take this as a warning and modify your posting accordingly. Thank you.

[Deleted]

Dec 12, 2011 17:15:16 GMT Alight said:

Are you not referring to the DLR Emma Hignett Platform announcements?

There's a Northern Irish-accented man who does recorded announcements on DLR platforms. (Ones about CCTV recording and whatnot? I forget.) His gender doesn't seem that ambiguous to me.

[Deleted]

Dec 11, 2011 23:38:39 GMT Chris M said:

I'm actually surprised that being able to make easily comprehensible PA messages isn't regarded as a key requirement for being employed in any station role. I say this because there are at least several different scenarios where any member of station staff could be required to make a safety-critical PA announcement with no notice. This isn't at all racist as there are plenty of native British people who cannot make intelligible PAs and plenty of non-native people who can.

I always thought that was the case. When I went to Ashfield House for a role play to try and get an apprenticeship with LUL, part of it entailed making PA's as well as a million other things happening at the same time whilst your pretending an office is a tube station and someone is sitting in the corner jotting down your every move. Its very unnerving to say the least. Bearing in mind I was a mere 15 years old, I don't think I did all that badly. Having said that Chris, someone might prove me wrong but I'm pretty sure the role play is supposed to assess that applicants can communicate in clear English with passengers customers.

[charleyfarley]

I am satisfied with the response received from LUL. End of story for me.

[superteacher]

Dec 13, 2011 17:12:02 GMT charleyfarley said:

I am satisfied with the response received from LUL. End of story for me.

What did they say?

Incidentally, I like hearing different accents, but they do need to be comprehendable. If not, then they shouldn't be making the announcements until such time that they can be clearly understood.

[radbod]

Dec 13, 2011 13:18:43 GMT @creepingbobbism said:

Dec 12, 2011 17:15:16 GMT Alight said:

Are you not referring to the DLR Emma Hignett Platform announcements?

There's a Northern Irish-accented man who does recorded announcements on DLR platforms. (Ones about CCTV recording and whatnot? I forget.) His gender doesn't seem that ambiguous to me.

He is one of the Information Assistants that work in the Control Centre. Like all the IAs he will record regular announcements and make live announcements as needed.