The Bridgeport evening farmer., 1911-10-19
ELECTRIC RAILWAYS AND THE PUBLIC.

'It has been said that No men, not even those engaged in public life, come in such close contact with the people of the cities of this coun- transportation. From this contact we learn an important fact-the utter indifference of the general public to what may be termed the private side of electric railroading,,'' said James H. McGraw, publisher of the Electric best known and best informed author 1ty on electric railways in this coun- try. MT. McGraw was addressing the recent electric railway convention ,n Atlantic City. Let us ask,", he said
 who is responsible for this utter in derstand the railway and it's prob- lems If no one tells the story?
 Electric railways are absolutely es- sential to the well-being and com fort of the communities. But not withStanding the great progress in we appear to have gone, in our rela- tions with the public, from bad to worse. The public relations side of the business has been neglected and the deaden1ng results of this are ap- parent on every side. It is time to have a fresh start in this end of the business. Consider what attitude the railways invite, what attitude they are fairly entitled to have the ,pub- Ilc hold. The railway Is helpless without the public, but so is the pub lie helpless without the railway.
 Many questions of operating prob lems can be treated publicly through the newspapers, or otherwise, to the everlasting benefit of the companies and the instruction of the public. The public should know the facts. Why should not operating officials as well
 fIn I 1 411As TD <f Directors be authorized to speak for their companies on questions of pub lie policy? If the public makes 8 complaint, 1t is much better to give a prompt and reasonable answer, and to attempt to remedy the grievance at once, than to write that the mat CT has been referred to the proper department for investigation and what may frequently happen to be the case-permit long delay to inter- vene before the complaint 1s answer ed. The companfes sYU0fd open the innate complaints because they fre- quently disclose source of friction which can be remedied easily. I, should be made easy for the public to do business at the railway office If the principal officials are not ac- dinates who can take such action at once as will turn dissatisfied pas senger into a satisfied patron.
 Tt is unfortunate that electric rail-
 ways are still suffering from the. sins of the past. The feeling that the
 public holds in many communities i:
 because of old cases of over-capital. ization, poor equipment, or shiftless management. Corporations are be- rated by demagogues because it IS their stock in. trade to follow that policy; and by the public, largely be- cause of ignorance of the real facts The public has been misled by per- verted statements. Over-capitalization and inefficient service in some places
 have given color to the charges o1 the opposition.
 Many Electric Railways have beer silent and have failed to make theil side of the case plain to the public The silence has been misconstructed and the public has been led to believe that in some instances railway com. panies did not dare to reply.
 'In all matters of costs, as vel as of capitalization and operation, the remedy is publicity. Every com pany should have a definite policy and employees, regarding the relations with the public. That policy must be one of frank confidence; the com pany and every representative who deals in any way with the public mus, tell the truth. Every official and em- ploye who thus tells the truth mus,
 have the absolute backing of the management. The public must come to learn that the company is telling the truth on all occasions. If thai policy is followed public confidence in the management will increase. I, pays to deal with the public in this way.