This is something that can only be done by an outsider, because staff or frequent users are too close to not automatically overlook or sidestep pitfalls that will catch newbies (speaking of which: I was surprised to hear an announcement in almost every Metro station along the lines of, “Is this your first time riding the Metro? Watch out for our doors – they don’t automatically reopen like elevators and they may hurt you.” Alarming, but very helpful for first-time riders).

So I think libraries getting outsider reviews, warts and all, is a good thing. It could be from patrons or staff from other libraries, and while it might not be easy to hear, it seems the most helpful feedback is on the areas that fail to meet peoples’ needs. There are always reasons for the shortcomings, but that’s not the point – my point is that if we make a bad first impression, or are perpetually difficult to use, people will go elsewhere.

As for being underfunded, you’re absolutely right that it can affect service, but that can’t be a conversation-stopper. Even though my library’s budget has been cut each of the last few fiscal years, there is no way my patrons would let me use that as an excuse to stop meeting their needs. We’ve had to make tough decisions, and in every case where we had to cut back services, we’ve tried hard to communicate why that cut was necessary. Now that I think about it, this whole Touch Point idea basically boils down to how well an organization communicates.

The reason things break down is because Metro is greatly underfunded. As a public librarian, you should sympathize.

I don’t know why they’re advertizing the DC Metro Opens Doors website now, instead of simply promoting Metro’s main site. Perhaps they have big plans for it, but it’s still a relatively new thing, as you can see from the fact that there is very little on its homepage, besides the link to the WMATA site. You know you’re just quibbling here, saying you found it hard to see. Why couldn’t you instead say something nice about the fact that it links directly to the WMATA site, which is such a handy resource? In the event of problems, they stream alerts on most pages. Their Trip Planner let’s you figure out several alternatives for getting anywhere on the system, calculates the fare, and provides you with a map and walking directions. You can download PDF schedules and maps of all the bus routes. There are lots of other neat things there too numerous to mention.

The red slash-circle signs might annoy you, but as you must have noticed, in general people respect them, and most riders seem to appreciate that fact.

Finally, you are indeed a dork if you can’t figure out how to work the ticket machines, or ask a station master to show you (all the ones I’ve ever spoken to were courteous and helpful). Whether it’s because you’re a stereotypical obnoxious Bostonian, or you’re simply stretching things because you feel obligated to crank out a blog post, you’re judging Metro unfairly (like a lot of people do with regards to libraries). Coming from Baton Rouge, I am very thankful for such a safe, clean, cheap, and generally reliable and convenient transportation option. If you think about it, it has a lot of the same good qualities libraries do. To me, that’s a more accurate picture of how DC Metro is like a library.
Yes, Metro has problems, but you can’t expect touch points to work if you insist on being out of touch.

@laura: Boston’s T is pretty good, comparatively. One flat rate to get in and you can ride it all day. It’s a little bit dingy, but safe, relatively easy, and many of the stations have musicians (which is more pleasant to listen to that cell phone ring tones in libraries).

Just wanted to say that the fare card machines do give change. You put in the amount you have, press the down arrow to the amount you want on the card, and then press “done” (or something similar). Your change comes out the bottom. In coins… I’m a transplant from the DC metro area, so I’m jealous of the CIL attendees.