By Grace Shaw
Queuing is a universal experience we have all encountered at some point in our lives.
Waiting in line to buy groceries, fighting off others to be by the barrier at a concert, or waiting to use the bathroom; queuing is a fundamental part of our daily routines. However, behind this mundanity holds a fascinating social phenomenon that tests our patience, shapes our behaviour, and unravels the dynamics of human interaction.
Whether you view queuing as an opportunity for observation and reflection or, as a time waster and inconvenience, understanding its intricacies can change your perspective turning an ordinary wait into a meaningful experience.
What are the psychology, ideas and strategies used in this waiting game?
How long have we been queuing?
Queuing is ingrained in British culture and continues to be the most effective and just way for everyone to wait for what they want.
Dr Joe Moran, a social historian and author of Queuing for Beginners: The Story of Daily Life from Breakfast to Bedtime explained to the BBC the origins of queuing: “The orderly queue seems to have been an established social form in the early 19th Century, a product of more urbanised, industrial societies which brought masses of people together.”
Despite this, the reputation that Britain is a nation of queue lovers was formed during World War II.
Dr Moran said: “Things that weren’t rationed would go on sale spasmodically, word would go round and long queues would start to form. People often joined the end of a queue without knowing exactly what it was for, they just hoped it would be something useful. We like to think it fits in with a particular idea we have of our national character – that we’re pragmatic and phlegmatic.”
The Power of Six
According to a study conducted by Professor Adrian Furnham at University College London, when it comes to queuing habits, the magic number is six.
Jennifer Johnson, a psychology teacher said: “Queuing comes down to the value in which people hold what they’re waiting for and the specific situation they are in. The more you value something, the longer you’ll wait in a queue for it.”
The Serpentine queue
The most famous and arguably the most preferred queue is the serpentine queue. This queue puts all customers into a single queue and people are served on a first come, first serve basis which eliminates unfairness. The serpentine is considered the most democratic and effective as often the line continuously moves at a steady pace and any new additions to the queue will not get served before people in front of them.
Online queues use a method similar to the serpentine to limit the risk of bots being served before real-life people. Sites often have pre-queues which then use ‘randomising’ to give all visitors a fair and equal shot to enter the queue. After the randomising happens, the members of the pre-queue are given a random spot in the main queue which is the fairest way to deal with an online line.
Another queue used, typically in supermarkets, is the multi-parallel lines queue. These queues are often shorter but can create a sense of injustice if people pick the ‘wrong’ queue which leads to longer waiting times as customers sometimes switch queues looking for the fastest – known as ‘jockeying’.
Dan Reynolds, 44, a supermarket worker said: “It’s just something we’ve got to do though, if we don’t we won’t get want we want or do what we need to do. I see queues every day [at work] and the rule for me is when you’ve picked what queue you’re getting in you stick to it.”
A long line for the ladies
The never-ending queue for the ladies’ toilet is a multifaceted issue affected by architectural design, biology, societal norms and expectations. In a Guardian survey, “59% of women said they regularly have to queue, compared with 11% of men.” Due to the lack of public toilets and the long queues, those who are desperately impatient for the toilet often find their own place to relieve themselves:
Historically, women have been allocated less space within public spaces for restrooms in comparison to men. Two queuing theorists from Ghent University investigated how much time women could save waiting in line for the bathroom if there was more room: “The total surface area is often divided equally while a toilet cabin inevitably takes up more space than a urinal. Overall, an average toilet area can accommodate 20 to 30% more toilets for men (urinals + cabins) than for women.”
Gendered social norms and expectations also influence the length of the ladies’ toilet queue. Often women are expected to “freshen up”, bring their children in with them, and engage in social interactions in restrooms, which adds more time spent in the toilet, in comparison to men who arguably don’t do as much during their toilet trips. Additionally, social factors like a tendency to accompany friends to the bathroom when going to the toilet can contribute to prolonged queue times.
Also, women menstruate, and some need to use the nursing facilities if they have young children therefore requiring more time in the bathroom which other women appreciate and understand, however when waiting in the queue to even step foot into the facility, these mitigating factors are often overlooked and frustration builds.
Distractions
Distractions can serve as an effective tool in making queues more tolerable and somewhat enjoyable. Keeping occupied whilst in a queue by reading a book, listening to music or playing a game means our minds are focussed on something other than the tedious primary task at hand.
Jennifer Johnson explained: “If it is a busy environment, with unfavourable circumstances and you’re in a rush – you are more likely to be impatient and leave the queue. However, if you’re with people you’re in the middle of a conversation, the weather and views are nice and you’re in no rush – then you’ll more likely wait in line.”
Drawing people’s attention away from waiting in a queue is a strategy imposed in many organisations and takes the form of mirrors, music and posters in the queue areas. The wait time seems to decrease though the queue time remains unchanged. Another technique organisations use is overestimating how long the queue is, so if a sign says the wait is 30 minutes, often it will be 15 instead which encourages customers more likely to queue again if need be and leave with a more positive customer experience.
Most famously, Disney World implements these queuing distraction techniques in their parks. This includes adding performers, games, and interactive features – it often treats the line as part of the ride itself.
Cutting the line
By nature, when humans are waiting for something a queue forms to create a democratic line of ‘first come first served’ but when someone pushes in or kicks up a fuss about queuing, there is unrest and a sense of injustice against the rest of the queue.
Kim Powell, 48, care assistant said: “I don’t enjoy queuing but then who does? But if I am waiting in line minding my own business and someone barges in front of me I will call them out – we’re all waiting here no one gets a free pass. You wait your turn like everybody else.”
However, to cut the queue all you need is the word ‘because’. Psychologist, Ellen Langer conducted a study on persuasive language and found that 63% of people would allow someone to jump the queue if they asked nicely. Moreover, a staggering 94% of people would allow someone to cut the line if they asked nicely and used the word ‘because’ in their excuse – even if it sounded something like “May I use the photocopier before you because I need to use the photocopier?”
So, all you have to do is ask.
Leave a Reply