Improving Communications with the Public

At a seminar of Public Works Professionals from around the country, creative ways were discussed to improve public relations. This article is to share a few ideas useful to municipalities.

A contest is held in Greeley Colorado each October. Elementary, middle and high school students paint the moldboard of a plow with various subject topics. The plow is left at the school with painting instructions: where they may paint and cannot paint. Prizes of $50.00, $20.00 and $10.00 are given to the best paintings. Awards are made from the city budget.

Prior to the snow season, the Greeley Public Works Department prints the municipal snow plow policy on doorknob hanger sheets. The purpose is to provide parts of the policy as it may affect the citizens, and includes phone numbers as to whom to contact for further questions.

Greeley also conducts a "Snow Operations" Open House. They distribute a snow removal booklet that details the different vehicles and their ages, the different snow removal routes, information about salting and why it is required for safety. To obtain a copy of this booklet contact PLT.

The "Show and Tell" program brings various pieces of heavy equipment to schools for educational and safety purposes. All grades are welcome.

Tips from Across the Country

Customer Service. 

• Once work is completed, leave a questionnaire with the affected residents. Ask citizens to comment on the work, how well was it done, were they notified in advance, what went well and not so well, and were noise levels excessive?

• Produce quarterly newsletters to inform citizens of work has been done, work planned for the near future, etc… Meet with various committees, social groups, etc... describe the work being done, work planned for the near future, and to receive suggestions and comments. Conduct a local government day. Invite local schools to visit all municipal departments to see and better understand what municipal government does. Host a "new comers" breakfast for newly arrived families. All municipal departments attend too, and present a brief overview of the services they perform for the municipality.

• Follow up complaints with a one on one visit to the person issuing the complaint.

• Replace telephone "on hold" music with information about the public works.

• In larger municipalities, establish a media officer. When working with a media representative, repeat what you just told them to ensure they understood your message.

• Take heavy equipment to local hangouts (malls, landfill, and stores) for the public to view and be prepared to answer questions about public works.

• A website should request citizens to e-mail suggestions, compliments, complaints, and comments. Offer defensive driving tips, information about driving around snow removal equipment and work zones.

• Once a year, publish the municipal snow removal policy in the local paper.

• Create temporary mailboxes in the event a plow damages one.

• Stencil plow route signs with telephone numbers for further winter information

• At the beginning of every snowstorm, contact the media to note the time out on the roads and any particulars of the storm, as they become apparent.

• Use a plow ride-a-long program to educate the public better about plowing in including long hours, poor vision from the cab, and so on. Many NH communities do this.

Editors note: Many of these ideas can be implemented with little or no cost. The benefit that the public works department may see from these ideas is immeasurable. For more information contact Ken Ward at the New Hampshire Municipal Association.