2018-131 Construction Projects Communications PlansDate: September 21, 2018 Report No. 2018-131
INFORMAL STAFF REPORT
TO MAYOR AND CITY COUNCIL
SUBJECT:
Construction Projects Communication Plans
EXECUTIVE SUMMARY:
The City of Denton is experiencing a significant amount of road and utility construction. However,
with the implementation of future bond projects and other projects, construction across the city is
still going to increase. To facilitate the flow of information to the public, Capital Projects and
Public Affairs are actively working together to determine the best methods of communication for
all projects; develop consistent, concise, and informative messaging; and produce public
engagement and communication schedules. Most importantly, we are constantly reviewing and
evaluating our communication processes to better expand our ability to communicate with our
residents, business owners, and stakeholders.
BACKGROUND:
Every construction project that impacts residents or businesses needs to be effectively
communicated. However, the level of communication and the methods used can vary greatly based
on scope, timeline, and characteristics of each individual project. And while we customize
communications to match each individual project, it would be inefficient to develop individual
plans for every single project. Instead, we use general communication planning with set strategies
based on project size and scope, then add different variables to meet project needs. With each
project, our communication goals remain the same: notify those impacted; tell them what is
happening, why it is happening, and for how long they are going to be impacted; provide a contact
if they need to speak with someone; and, supply any additional locations to get more information.
Outlined below is our general approach to communicating projects based on scale and impact level.
Attached as Exhibit X is a list of the most common communication tools available to the City and
how we typically use them.
Emergency Repairs/Emergency Service Interruption
Examples: Water Main Break, Electrical Outage
In these instances, we have no warning that a large-scale construction or service interruption event
is going to happen in a given location. There are instances in which the impact is removed prior to
residents even knowing. Other times, service gets interrupted and could remain interrupted for a
long period of time. To communicate effectively, we look at who (residents, businesses, schools,
etc.) is going to be impacted and for what length of time. Once we have evaluated the impact level,
we devise a communication strategy which fits the need of the situation. This includes selecting
Date: September 21, 2018 Report No. 2018-131
the best method to communicate with those impacted and devising a short, medium, and long-term
communication plan depending on the scale and time of service interruption. We may send emails
to already-developed contact lists (e.g. Main Street Association), contact property owners directly
by either face-to-face interactions or door-hangers, and provide emergency alerts through our
media channels, such as contacting local media or posting information on an official City social
media channel.
Small-Area Maintenance or Repair
Examples: Traffic Signal Replacement, Sidewalk Repair, Concrete Panel Repair, Pothole Repair
In these situations, we develop communication plans based on the impact level of individual
projects. In most cases, small-area maintenance and repairs are completed without impacting the
flow of traffic or with minimal traffic impacts. These repairs are also typically limited in impact
geographically, so notifications do not exceed the areas of immediate impact. However, these
projects are sometimes scheduled far in advance, which provides us time to develop project-
specific messaging. This includes drafting a project-specific letter which is mailed to impacted
property owners, delivering doorhangers on days of immediate impact to homes and businesses,
and any other messaging that could help assist notify the public can be developed and promoted
when necessary.
Neighborhood Singular Segment Projects
Example: Street Resurfacing on Emery Street
In these types of projects, we look at impacts to the roadways, travel lanes, and surrounding areas
to decide the best way to communicate and keep residents informed. Because the project is in a
neighborhood, we focus primarily on informing the immediately impacted residents. However, in
some instances, businesses, schools, churches, and other uses may be impacted. We take into
consideration whether on-street parking and local traffic will be interrupted and if driveways will
be blocked and tailor our communications to fit the project characteristics. We also take into
consideration if the street is a prominent route between two landmarks to determine if our
communications needs to extend beyond the directly impacted property owners.
Neighborhood Street Multi-Segment or Multi-Phase Projects
Example: Fulton Street
In these projects, we work to communicate the full extent of a project to the entirety of the
population impacted. This includes making direct contact with property owners through direct
letters, describing the extent of the project, and providing project timelines and phasing (if
applicable). Because projects of this scale can be phased, residents may not see the direct impact
for the entirety of the project. In this instance, crews will provide door hangers to the impacted
property owners when work is being performed directly in their area. For projects of this level, we
may hold a neighborhood meeting to discuss the project impact and outcomes with the residents.
Date: September 21, 2018 Report No. 2018-131
Large-Scale Neighborhood Projects
Example: Holiday Park neighborhood
Large-scale neighborhood projects impact multiple segments or multiple streets and are divided
into construction phases. The scale and scope of the projects may include different utilities, leading
to construction impacts lasting for an extended period of time. When these projects occur, we
would like to hold neighborhood meetings to inform residents of the impacts and provide them the
opportunity to engage with project managers, ask questions, and gather information about how
they will be impacted. These projects can lead to frustration for property owners because they are
phased over time. A homeowner might see long delays between periods of construction as the
various construction phases transition along the project. It is important that regular updates are
provided to residents throughout the life of the project, including when phases are starting,
completed, and if there are any changes to the schedule. Special consideration should also be taken
to inform residents of any interruptions in utility service that may occur, or any changes in street
uses (e.g. parking, limits to local or thru-traffic, etc.).
Major Thoroughfare Roadway or High Impact Projects
Examples: Bonnie Brae Street, Mayhill Road
These high-impact projects are the largest projects managed by City staff and require the greatest
level of communications. Construction is likely to be phased and may take years to complete. As
such, it is important that impacted neighborhoods, businesses, schools, and other facilities are
provided accurate and meaningful information. Communication is typically measured in that we
provide overall project information through media that captures the greatest general audiences,
such as public meetings or social media. We then send more specific communications to impacted
residents or businesses as construction impacts move into their direct vicinity.
Highway, Freeways, and Other Agency Projects
As we have experienced recently, some of the most impactful projects are those that are not
managed by the City. However, while we are not actively managing the project, we are engaged
with outside agencies to provide the most up-to-date and important information to Denton residents
and businesses.
CONCLUSION:
Currently, both Public Affairs and Capital Projects staff are preparing for an increase in project
communications. The building blocks and options are in place, but precise communication
strategies will be developed for individual projects in a manner that communicates the right
information to the right audience. Once the design process and scheduling process begins, staff
will schedule public meetings, draft correspondence and messaging custom to each project, and
begin the communication campaign.
Date: September 21, 2018 Report No. 2018-131
With the upcoming bond projects, we will start each project by holding an internal stakeholder
meeting. Then, we will begin developing project communication and outreach materials and
defining communication schedules. Once materials are prepared and the project hits specific
design milestones, a public meeting will be held. Information will also be distributed to residents
through direct mailers and door hangers both as a project begins and as it progresses. The progress
of projects will be managed through other outlets as well, such as the Improving Denton webpage,
to supplement information distribution. In addition, staff is planning to provide overall updates
through regular outreach mechanisms, such as the Resident Update.
ATTACHMENT(S):
Exhibit 1: Available Communication Options and Typical Usage
STAFF CONTACT:
Todd Estes, Director of Capital Projects/City Engineer
(940) 349-8917
Todd.Estes@cityofdenton.com
Jessica Rogers, Deputy Director of Public Affairs & IGR
(940) 349-7531
Jessica.Rogers@cityofdenton.com
Available Communication Options and Typical Usage
Construction Signage Street Construction Report Street Construction Map In-Person Visits Door Hangers Letters Dedicated Communication Plan Social Media Press Release/Media Contact Digital Message Board Stakeholders Meetings Neighborhood Meeting Public Meeting Email Notification Resident Update Webpage Update Emergency Repairs and
Emergency Service
Interruptions
X X X X X
Small-Area Maintenance
or Repair X X X X X
Neighborhood Singular
Segment Project X X X X X X X
Neighborhood Street
Multi-Segment or Multi-
Phase Projects
X X X X X X X X X
Large-Scale
Neighborhood Projects X X X X X X X X X X X X X X
Major Thoroughfare or
High Impact Projects X X X X X X X X X X X X X X X
Highway, Freeway, and
Other Agency Projects X X X X X X X X X X