November 14th, 2009
Emotionally intelligent subway signage
Rodney Martin send this example of emotionally intelligent signage from — of all places — the New York City subway. Instead of simply issuing an edict about block doors, the sign tries to explain the reason for the rule and maybe stir a few molecules of empathy.
I’m not convinced, this will be effective in the hothouse of underground New York. But as they say, if emotionally intelligent signage can make it here, it can make it anywhere.
Jeffrey Cufaude on November 14, 2009
It probably would be even more effective if they could specify the # of trains held up last month because of people not letting the doors close. I remember reading that hotels providing very specific data about the % of guests reusing their towels and bed linens, the more additional people complied.
Chundra Rambert on November 16, 2009
I love your blog keep up the great work. I own a graphic design company called Rambert Graphic Development
Eddie on November 17, 2009
I have to send you a picture of the signs Metro.net has in their subway cameras re: videocameras. It’s the best example of emotionally intelligent signage I’ve seen in a subway. The sign says “Videotape in progress, but don’t worry, you look great”…or something along the lines.
Michael Gardner on November 17, 2009
These signs may well be emotionally intelligent but perhaps not so socially intelligent. A number of studies indicate if you tell people that many others are doing something the rate of incidence increases. People feel their actions are socially validated. In the example listed above Jeffrey Cutaude) re-use of towels and linens increased when the message was changed to say that many guests are now choosing to re-use towels and save natural resources.
I do enjoy your blog. Always something interesting if not provocative.
Dan Pink on November 17, 2009
@michael — Excellent point. It’s one I should be taking into account in assessing such signage. For everyone else, MIchael refers to some fascinating work done by Robert Cialdini about “social proof” and persuasion. You can see a short summary of the “towel study” here: http://www.psychologicalscience.org/observer/getArticle.cfm?id=1762
Purple Kush on February 10, 2010
Great information, I really enjoyed it!