PURPOSE
This procedure provides a guideline for communicating information to the various stakeholders. Effective communication provides the affected stakeholders, including the public, with an opportunity to understand and comment on the various parts of the project. It also gives the Project Manager the chance to provide proactive information regarding the project. Effective communications can help promote good perceptions and manage bad perceptions.
REFERENCES
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RESPONSIBILITIES
Program Manager: The Program Manager should work with the PM to help determine all of the appropriate stakeholders to be notified regarding the project and the level of the planned communications.
Project Manager (PM): The PM should obtain the Program Manager’s approval of any stakeholder or customer lists (if they are established) and provide monthly updates about the communications during the monthly project status meetings. Stakeholder communication should be started as soon as possible on a project and be considered a continuous process for the whole life of the project.
Project Engineer (PE): The PE should provide any requested technical information about the project to the PM and be available to help answer questions during the discussion stages in the Pre-Design, Environmental, Pre-Construction, and Construction meetings, as needed.
Public Affairs Officer, Department of Public Works: The Public Affairs Officer is responsible for ensuring project information is suitable for public use and viewing on the BOE web page and other media channels. The Public Affairs Officer is located in Room M165, City Hall and can be reached at (213) 978-0333.
PROCEDURE
Communication Guidelines
The Project Team must keep the stakeholders fully up to date on the project, so that informed decisions can be made. Project information for the public is also discussed in Procedure 5.5 – Use of Website.
Another excellent way of getting project information out to the public is through the Department of Public Works, Public Affairs Office (PAO). This is a full service public relations and graphic design office available for your use in presenting your projects to the public. Their press releases and media advisories are posted on the Public Works Web Page. These press releases can be short, such as the attached Workshop Opportunities for Contractors in the Library Program (Attachment 5.4-3) or much more involved such as the press release on the Sixth Street Viaduct Project (Attachment 5.4-2). All press releases and all news media contacts are to go through the PAO’s office.
At the inception of the project, the Program Manager will assist the PM to determine the applicable stakeholders to receive project information and the necessary level of communication. In mature Programs, the list of stakeholders becomes common knowledge and preparation of an individual list for each project is probably not necessary. However, in younger Programs it may be advantageous for the PM to establish and maintain a “Contact List” of the key internal and external stakeholders to whom the project communications will be sent.
Stakeholders may include the affected Council Office(s), the Board of Public Works, the Bureau’s Executive Division, community groups, Neighborhood Councils, neighborhood associations, residents, business and property owners adjacent to the construction and affected City departments. The PM shall obtain the Program Managers approval of any stakeholder lists that are generated and then provide monthly updates about the communications during the monthly project status meetings. Discuss the scheduling process of reporting public information to stakeholders. How often are community meetings necessary? Provide access information for providing project updates using Facebook, Twitter or UPRS webpage.
Media Contacts
In 2003, the Board of Public Works adopted a “Media Policy and Procedures” which was subsequently issued by the PAO (Attachment 5.4-4). The PAO is responsible for handling media and public inquiries and providing effective and orderly dissemination of information. All contacts, interviews or other forms of communication with the “Media” are to be handled through the PAO. Regardless of the situation, the PM’s and other Bureau personnel are to refer all inquires to the PAO. All employees should politely refer news media requests for information about the Department of Public Works’ business to the PAO. The PAO will ascertain the nature of the inquiry and, if necessary, arrange for a news media representative to speak with the appropriate management representative. In general, the PAO will arrange interviews with the Board of Public Works, Bureau Directors, or Division Managers about inquiries that concern their fields of expertise or immediate areas of responsibility unless otherwise directed by the Board of Public Works. This includes general background information about daily operations or special projects or activities in which they are principal participants.
RELATED PROCEDURES
LINKS / ATTACHMENTS
Links
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