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Many service systems use technology to notify customers about their expectedwaiting times or queue lengths via delay announcements. However, in many cases,either the information might be delayed or customers might require time totravel to the queue of their choice, thus causing a lag in information. In thispaper, we construct a neutral delay differential equation (NDDE) model for thequeue length process and explore the use of velocity information in our delayannouncement. Our results illustrate that using velocity information can haveeither a beneficial or detrimental impact on the system. Thus, it is importantto understand how much velocity information a manager should use. In someparameter settings, we show that velocity information can eliminateoscillations created by delays in information. We derive a fixed point equationfor determining the optimal amount of velocity information that should be usedand find closed form upper and lower bounds on its value. When the oscillationscannot be eliminated altogether, we identify the amount of velocity informationthat minimizes the amplitude of the oscillations. However, we also find thatusing too much velocity information can create oscillations in the queuelengths that would otherwise be stable.

Limiting the Oscillations in Queues with Delayed Information Through a Novel Type of Delay Announcement