 Techniques for Obtaining Input
Each meeting technique should include one or more ways to
obtain and document input from the public. This allows the
project team to understand the input and then show stakeholders
how it has been built into the project. Documentation of all
input is key to being able to show how citizens have helped
shape a project. Soon after a meeting, the input should be
summarized and mailed to all attendees and officials so the
public can be assured that the input has been heard.
Comment forms are short questionnaires given out at meetings,
usually to obtain input on both the meeting and the project.
Usually they are no more than a single page in length, but
they can also include maps to indicate siting preferences.
Comment forms should be provided at public hearings, public
meetings and open houses to ensure all citizens have an equal
opportunity to provide input.
Input from one-on-ones with project staff, either at a specific
meeting or during an open house, should be documented by project
staff during the meeting, and the notes provided to the public
involvement team at the conclusion of the meeting.
Surveys can be used to get opinions on a variety of subjects.
They can be mailed to everyone in a project area, targeted groups
or a random sample of citizens. Telephone surveys are less frequently
used, due to the cost involved in conducting them professionally.
Telephone hotlines must be local or toll-free numbers. It’s
best for citizens to reach a live person when calling a hotline,
but there are times when a recorded message is appropriate.
For example, during project construction a recording could
give daily updates on traffic impacts. However, there should
always be an option for a citizen to leave a message and get
a callback within 24 hours. Citizens who must contend with
a lengthy phone tree have no assurance that someone will get
back to them. They can become frustrated and adversarial.
Media stories should be analyzed. While many media stories
are not balanced, careful analysis of quotes and story lines
can give the project team valuable insight into how the project
is perceived. And, media stories, themselves, can impact perception
of a project. It is important to brief reporters on a project.
The grapevine can be more accurate than one might expect.
Informal networks that keep the project team informed can
sound the alert if unanticipated problems are brewing.
Attending political, professional and community meetings can
give the project team a better understanding of the larger
context for the project. Citizens can be very vocal at meetings
not officially associated with a water project, and that input
can serve as an early warning of new issues.
Unsolicited citizen calls to the project manager are often
received. It’s important for the project manager to
return calls within 24 hours to demonstrate that the agency
is responsive to the public. The conversation should be documented,
and if further action is needed, a follow-up call or letter
to the citizen should explain what has been done as a result
of the call.
Public Involvement Techniques
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