Free Coordinates…

For good communication…

Nobody likes a tailgater…

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Driving back to London along the M1 after a wonderful week in Wales climbing mountains, canoeing lakes and chomping chips, we slowed down along a sustained stretch of 50mph roadworks.

Nothing new there for anyone familiar with the UK’s motorway network, except for the unusually characterful traffic signs. Gone were the standard blunt and bland commands to keep your speed down. In their place, conversational messages: “Nobody likes a tailgater”, “Let’s all get home safely”, “Our Dad works here”…

With their refreshingly friendly tone, they certainly caught the eye and according to a Highways England spokesman have been developed with the help of psychologists “to improve the customer experience through roadworks”. I’m not sure it’s about improving the customer experience so much as making safety messages clearer and more compelling. On that score, the ones I saw worked well. Nobody does like a tailgater, for example – not even the tailgater themselves, when they stop and think about how dumb and dangerous they have been.

But then came a message that stood out by virtue of its worrying ambiguity: “You may not always see us”. Did it mean that the road workers were not always there? We know that already – how many times have you driven along a stretch of motorway roadworks with not a worker in sight! Or did it mean that we were not allowed always to see the road workers? A rather rude mind-your-own-business message. Or did it mean that sometimes the road workers were difficult to see. Yes, but that in turn raised another question: Why aren’t road workers more visible? Worse, this sign was on the central reservation, rather than on the left by the hard shoulder – the natural home for such signs. It was all rather distracting and disconcerting – the last thing you want when driving along a motorway – and made me hanker for a much simpler old-style “drive carefully”.

So, when revamping motorway messages or indeed any other communication, it always pays to pay attention to keeping clarity while adding character.

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