queue management language

The Language of Queuing

As is the case with all disciplines, there is a specific language to queuing. Some of you may scoff at the notion, but it’s important to be well-versed in correct terminology.

The thing is, there is much talking about queues, but not enough about “queues”. Where did this word come from? How do I pronounce it? How to correctly use it?

This article will not only answer all of these questions but introduce you to the concept of the language of queuing.

So take out your pencils and your notepads, it’s time to get learning.

Etymology of “Queue”

You’re not alone in thinking that “queue” is a strange word, especially for English language. It has four vowels but is pronounced exactly as a single letter — Q [kyu].

So where did this mysterious word “queue” come from?

Its first use in the intended meaning (“a line of people”) dates back to 1837. More likely, “queue” comes from Old French “cue” or “coe” — a tail. Compare this to its Latin equivalent — “coda” or “cauda” — with the same meaning.

At first, though, “queue” was used to denote tails, especially tails of heraldic beasts. But starting from the 16th century, “queue” became associated with a line of dancers — and almost three hundred years after, with a line of people.

“Queue” has an alternative definition of “braid of hair hanging down behind”. It is a typically male-worn hairstyle that is associated with Native Americans but was also mandatory in the Prussian Army.

British soldiers in the 18th century wore their hair in queues — pulled-back single tails tied down with a ribbon. In 1800, queues were discontinued in the British Army, while the Royal Navy sailors continued to style their hair until 1820s.

Sadly, unlike queues-as-in-hairstyle, queues-as-in-waiting-lines proved to be more impervious to time, and they still remain a part of our lives.

Spelling It Out: The Correct Use of “Queue”

queue spelling grammar

Queue vs. Que vs. Cue vs. Q

You wouldn’t believe how many people out there are searching for “que management system”, “cue management software”, or even “q management”.

On the off-chance that you’re one of these people — hey, we’re not judging! — here’s a simple reminder. Despite there being so many options of spelling the word, a “queue” still should be spelt as “queue”.

But let’s tackle everything in order.

First of all, the “queue” versus “cue” debate. “Cue”, although similar to an Old French word from which “queue” derives, is another term entirely. If you’ve ever played pool, billiards or snooker, you will know that the term “cue” refers to a rod used for hitting balls.

(Guess “cue management”, in this case, means dusting off your pool cue collection.)

Alternatively, “cue” also means a hint or a signal for something to happen. To help you remember the difference between the “cue” and “queue”, take a look at this quote from Keeping Time by Stacey McGlynn (2010):

“Daisy, sensing that if she didn’t hightail it out of there right behind the trim man with the trim laptop, the beefy-headed man would run her right over. Gathering her stuff in her lap. Not missing her cue to join the queue.”

The reason why it’s so easy to mix up “cue” and “queue” when listening to someone is that they are homophones (i.e., these words are pronounced the same way). It’s the same problem with their / they’re / there.

Next up, “que”. At first, it seems perfectly suited for our modern times — a snappy, abbreviated form of a word that already has two too many vowels.

In actuality, when you’re searching for “que management”, you can be mistaken for a person interested in administration of Quebec, of which “que” is a shortened form.

(Also, “qué” is a Spanish word for “what”. But that’s just us showing our linguistic prowess.)

Lastly, there’s “Q”. Q is, of course, just a letter and not a separate term.

Many queue management solutions, Qminder included, use the letter Q in their names. This is done for brevity’s sake and is in no way an endorsement of tearing down the pillars of the English language.

Hope this helped cleared up some confusion.

Queueing vs. Queuing

queueing or queuing

“Queueing” versus “queuing” is an ancient, never-ending debate.

Both sides have amassed many followers and sound arguments in their favor. For years, neither camp could gain an upper hand, but right now, we’re going to settle the score. Our verdict is…

They are both correct.

Yes, this is very anti-climactic, I know. But the truth is, “queueing” and “queuing” are simply alternative spellings of the gerund (-ing) form of the same word.

That is not to say that there is no difference between them at all.

The vast majority of queueing theory researchers use “queueing.” The complete list of these researches would take a long time, so I’ll only mention J. W. Cohen, T. L. Saaty, R. Cooper, N. Prabhu, and B. Gnedenko.

Also, “queueing” is mainly used in British English. For example, the Guardian and Observer style guide categorically states that it’s “queueing, not queuing”.

“Queuing” is basically an American thing, and is recognized as such by most dictionaries and spell checkers.

So what’s the issue with using “queuing” vs. “queueing”?

The problem with the latter is that it has five whole vowels in a row. For comparison, there’s only one word in the English dictionary that has more consecutive vowels — EUOUAE.

It may sound like a cry of a man who dropped a hammer on his toe but doesn’t want to wake anyone up, but it’s actually a mnemonic device to help memorize the sequence of tones in medieval music.

A mnemonic device to help memorize the sequence of tones in medieval music.

(Cue a shooting star from the NBC, with the words “The More You Know”.)

Apart from “queueing”, there are only seven more words with that many vowels in a row: AIEEE, COOEEING, MIAOUED, ZAOUIA, JUSSIEUEAN, ZOOEAE, ZOAEAE.

If you’ve never heard of either of these words, you’re not alone. But a common element you might have spotted is that all of these words look made-up and are awkward to write down.

That is not to say that the use of “queueing” should be ostracized, but in our rapidly moving times, every extra letter counts. Nowadays, it’s all about tweet length and shaving off that nanosecond from having to write one fewer letter.

Until recently, we’ve been quite lenient with using both spellings. It’s only a few weeks back that we’ve decided to join the “Queuing” camp for good.

Man, just imagine the dozens of bytes we’ve managed to save!

“On Line” vs. “In Line”

Another great, violent debate — one that did not escape even our Gandhi-like writing team — is whether you wait on line or in line.

Again, it’s just a one-letter difference, but how much headache! It’s like an ancient pop / soda / coke debacle.

(I’m a proponent of a “fizzy drink” myself, by the way.)

Anyway, back to the topic at hand.

This wildly different use of either form is made especially apparent in times of voting, when people are tweeting how they’re waiting on/in line to vote.

So why this lack of cohesiveness? Is it “on line waiting” or “in line waiting”?

“On line waiting” is an example of so-called regionalisms — geographically-based idioms. Whereas most people in the States get and stand in line, New Yorkers get and stand on line.

Deborah Tannen, a New York-born sociolinguist, identifies “on line” as one of many so-called New Yorkisms. In a country as big as the United States, even closely situated cities can have enough cultural differences to affect their regional speech.

Despite it being something associated with New York, “on line waiting” has travelled beyond East Coast. Dialect Survey conducted a research on how localized the usage of “on line” and “in line” is.

You can see the visual representation of their findings below:

on line waiting

It seems that regionalisms are, just like flu, transmitted through the air. West Coast and the heartland also have a mild case of “on line waiting”.

But let’s compare it to “in line”:

in line waiting

This is a wild contrast to the previous picture. The magnitude of people’s usage of “in line” is simply staggering.

Out of 10,689 respondents, only 5.49% prefer “on line” while 88.30% prefer “in line”. Even if you don’t ignore respondents who like both options, these numbers are quite telling.

The Times’ style guide, which is a highly recommended read, is very categorical when it comes to the “on line” / ”in line” debate:

“Few besides New Yorkers stand or wait on line. In most of the English-speaking world, people stand in line. Use that wording.”

If you’ve been following our blog — thanks, by the way! — you’d know that we ourselves follow the Times’ guidelines. The numbers from Dialect Survey suggest that we’re with majority on this one.

Essential Terminology of Queue Management

queue management terminology

Now that we’ve covered all the intricacies of using “queue” in your everyday speech, let

Reading our blog, you might’ve noticed there’s a set of terms we tend to repeat again and again. This has nothing to do with our lack of access to a dictionary of synonyms — we’re simply using the established terminology of queue management.

For convenience’s sake, we separated the entire terminology into two parts — one that refers to the business side of queuing, and one that refers to the customer side of it.

Business-Specific Queuing Terminology

Service

Assistance given to customers aimed at fulfilling their need or demand. Depending on the industry, a service may come in a form of products, consultancy, expertise, medical treatment, transportation, etc.

Clerk

A person providing the services and/or managing the queues. Clerks are usually staff members with limited control over the queuing software (see other location roles).

Queue area

A place or places in which waiting occurs.

Queue length

The number of people currently in a queue. Queue length, especially its visual look, is important to attracting new customers.

Ticket

A separate case of a served customer, as shown in the visitor history. Depending on the context, ticket may also refer to the obsolete ticket queue management technology.

Wait time

The time needed before a customer is being served. Wait time can be characterized as actual (i.e. based on exact time measurements) and perceived (i.e. based on internal perception of time). Along with queue length, wait time is an important metric to attracting new customers.

Service time

The time required to serve a customer. Despite being a separate term, service time may be considered a part of wait time by some customers.

Idle time

The time spent by a server not providing the services to customers.

Customer-Specific Queuing Terminology

No-show

A customer who reserves a service in advance but neither uses nor cancels the reservation. No-shows are a big problem in healthcare, where they affect the quality and timeliness of services.

Balking

A customer leaving without waiting in line. Balking behavior is one of three common customer behaviors in queue areas.

Reneging

A customer entering the line but later deciding to leave it. Reneging behavior is one of three common customer behaviors in queue areas.

Jockeying

A customer entering one line but deciding to switch to another. Jockeying behavior is one of three common customer behaviors in queue areas.

Queue-jumping

The action of switching to a line after entering another. Queue-jumping is a telltale sign of poor queue management.

First In, First Out

The principle of serving the customer who was the first to join a queue (i.e. waited the longest). First In, First Out is called FIFO for short, and it is a characteristic of the queue discipline.

Last In, First Out

The principle of serving the customer who was the last to join a queue (i.e. waited the shortest). Last In, First Out is called LIFO for short, and it is a characteristic of the queue discipline.

Priority

A characteristic of a customer that allows them to be served out of order. When not effectively communicated to other queue participants, priority queuing can be seen as a sign of unfair queues.


Phew, that was a worthwhile lesson!

Now, when you sign up for a 14-day free Qminder trial and start seeing “wait time this” and “ticket that”, you’ll be at the top of your game.

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