Complaining about the TSA is like complaining about the weather in Minnesota. Even when things run well, we assume bad things are on the horizon.
TSA is playing a cruel numbers game from a PR perspective. They must inconvenience a lot of people to capture or deter a small number. Not an easy job if you are trying to make friends, but they are taking many steps to be more effective.
I have flown around 2 million miles since 1997. Currently I take 4-6 flights per month (mostly from our corporate headquarters to DC, but occasionally to see clients in the U.K. and business partners around the country). I have a theory that everyone is a little afraid of flying and that is why we all look for the worst in air travel. What I find in reality is that security is reliably efficient across the country and that I am much safer in an airport or airplane than I am in a car.
The main reason I'm impressed with TSA is their approach to communication. They are proactive at getting the word out and incredibly open.
Three examples:
1) The most open blog I've seen where the whole world can comment (and sometimes rant) about the TSA and air travel in general.
2) Every time they have a rule change, they immediately get the word out through any and all channels as well as through incredibly easy to understand (e.g., "3-1-1" for liquids)
3) They use email and RSS alerts to get the word out on new information. (Full disclosure: my company, GovDelivery, provides the email alerts.)
Finally, they now put up posters saying what they have accomplished over the previous week. These posters make the public aware of the work TSA is doing to improve security. When I see what they are accomplishing, I'm more agreeable to taking my shoes off. Plain and simple: when citizens know that government is getting its job done, we are more cooperative and appreciative.
TSA is playing a cruel numbers game from a PR perspective. They must inconvenience a lot of people to capture or deter a small number. Not an easy job if you are trying to make friends, but they are taking many steps to be more effective.
I have flown around 2 million miles since 1997. Currently I take 4-6 flights per month (mostly from our corporate headquarters to DC, but occasionally to see clients in the U.K. and business partners around the country). I have a theory that everyone is a little afraid of flying and that is why we all look for the worst in air travel. What I find in reality is that security is reliably efficient across the country and that I am much safer in an airport or airplane than I am in a car.
The main reason I'm impressed with TSA is their approach to communication. They are proactive at getting the word out and incredibly open.
Three examples:
1) The most open blog I've seen where the whole world can comment (and sometimes rant) about the TSA and air travel in general.
2) Every time they have a rule change, they immediately get the word out through any and all channels as well as through incredibly easy to understand (e.g., "3-1-1" for liquids)
3) They use email and RSS alerts to get the word out on new information. (Full disclosure: my company, GovDelivery, provides the email alerts.)
Finally, they now put up posters saying what they have accomplished over the previous week. These posters make the public aware of the work TSA is doing to improve security. When I see what they are accomplishing, I'm more agreeable to taking my shoes off. Plain and simple: when citizens know that government is getting its job done, we are more cooperative and appreciative.
