Work Zone Mobility and Safety Program
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Project-Level Public Information and Outreach Examples

Public Information and Outreach Strategies

Dynamic message sign
At the project-level, work zone public information and outreach strategies are used to communicate with road users, the general public, area residences and businesses, and appropriate public entities about:
  • Project information
  • Road conditions in the work zone area
  • Safety and mobility effects of the work zone

Effective use of public information and outreach strategies can lead to improved driver and worker safety, less traffic delay, and reduced driver frustration. The Work Zone Safety and Mobility Rule requires that public information and outreach strategies be included in Transportation Management Plans (TMPs) for significant projects.

According to some states, public information is one of the most cost effective work zone impacts mitigation strategies, in both urban and rural areas.

The examples on this page are not the only types of public information and outreach strategies, and are not meant to advocate a "one size fits all" approach.

Examples

Consolidated Web Site for Multiple Projects - Seattle, Washington Example

The City of Seattle has introduced a web site that consolidates information about projects planned for 2009 by city, regional and state transportation agencies. The site contains a Construction Coordination Map with details on the affected streets and sidewalks, detours, information on the construction projects, bicycle and freight routes, and a link to real-time congestion information so that travelers can make informed decisions about their route through the city.

Consolidated Web Site for Multiple Projects - Louisville, Kentucky Example

To help keep motorists informed during a heavy roadway construction season in Louisville, the Kentucky Transportation Cabinet has created a new construction update and traffic information web site. The site will provide information about lane closures, detour routes and construction updates on all projects occurring in Louisville.

Using Twitter, Facebook to Report US 93 Updates - Arizona DOT Example

Arizona DOT is using Twitter and Facebook to provide real-time information about detours and restrictions, notices when there are travel delays and construction impacts, and alerts with holiday travel information, construction schedule changes, and completed major milestones. The US 93 work between the Hoover Dam and milepost 17 started in mid-January 2009 and is expected to be complete by the end of 2010. An ADOT project newsletter (PDF, 873KB) describes the outreach effort.

I-64/US 40 Closure - Missouri DOT Example

In St. Louis, Highway 40 (Interstate 64) - the region's central artery - was closed for one year starting January 2, 2008 as part of a $535 million rebuilding effort. The closure was expected to bring the largest traffic disruption that St. Louis has experienced in decades. Therefore the Missouri DOT (MoDOT) has been treating the closure as if it was a catastrophic event, such as an earthquake or bridge collapse, and has been committed to ensuring that the public has the most up to date information about the closure and related impacts. MoDOT set up a command center that is staffed 24 hours a day, 7 days a week. Highway engineers in the command center gather information concerning traffic volumes and tie-ups, and then analyze this information to let the public know where bottlenecks are and where congestion is growing. Twice a day, the department holds internal briefings and then holds news conferences to update the public. MoDOT is also collecting information from the public about how they are being impacted by the closure - the project web site includes a link to a survey that MoDOT is using to assess how the closure has impacted drivers. As a result of an extensive public outreach effort and the command center, MoDOT has found that commutes have gone fairly smoothly since Highway 40 closed, due to drivers adjusting their work hours and avoiding routes that become problem spots, and MoDOT's ability to respond quickly to problem spots and incidents. An editorial in the St. Louis Post-Dispatch even apologized for assuming that the closure would lead to a disaster, admitting that the alternative routes devised by MoDOT and its experts have worked very well, "…we were wrong about the Missouri Department of Transportation and Highway 40. The alternative routes devised by MoDOT and its experts have worked spectacularly well. Public works departments in St. Louis County and affected municipalities synchronized traffic lights brilliantly." (From the editorial, "Bigly Goatish", February 12, 2008, St. Louis Post-Dispatch)

I-40 "SmartFIX40" Project - Tennessee DOT Example

The Tennessee Department of Transportation (TDOT) embarked on large-scale public information and outreach campaign to inform motorists about the SmartFIX40 construction project. This project, on I-40 in Knoxville, involved a full closure of a short section of I-40 from May 2008 - June 2009. Public information and outreach strategies included videos and public service announcements featuring Dolly Parton and the University of Tennessee football and basketball coaches, brochures, detour maps, and a project web site. TDOT developed messages specifically targeted to the University of Tennessee (UT) Community, with information on how to get to UT events on time. TDOT also opened a Community Center and Project Office in order to more effectively communicate project information to the public. Visitors were able to view photographs of the project as well as maps, timelines and diagrams at the center. An innovative outreach strategy was a poster, created by a Nashville artist, showing a rendition of a new bridge on I-40 with the skyline of downtown Knoxville in the background. The poster, which also contains the project web site and hotline, was provided to high traffic businesses and other popular locations to remind motorists of the important traffic changes being made on I-40 in downtown Knoxville.

I-90 "Burl the Squirrel" Mascot - Washington State DOT Example

Interstate 90 is a critical transportation corridor, linking Puget Sound to eastern Washington and beyond. The Washington State Department of Transportation (WSDOT) is expanding I-90 to meet both the current and future needs of the users of this corridor. WSDOT is using a mascot, known as "Burl the Squirrel", to explain the planned improvements to I-90 in a user-friendly manner. Known as the DOT "spokes-squirrel", Burl has appeared on DOT publications, at DOT information booths at county fairs, in the "Burl the Squirrel Activity Book" and in comic-strip panels sent out monthly to people requesting project updates. According to WSDOT, "Burl uses humor and an animal's point of view to playfully engage readers in the otherwise 'dry' project details." WSDOT has also found that appealing to children through activity books featuring Burl is another way to get the message to drivers, as children are likely to show the activity books to their parents. In 2008, the Burl the Squirrel public outreach campaign was selected as one of the winners of the Transportation Research Board's Communicating with John and Jane Public award.

Route I-95 "Iway" Relocation - Rhode Island DOT Example

The Rhode Island DOT (RIDOT) budgeted $500,000 for a public relations campaign for the $610 million relocation of part of Route 195 in Providence. The campaign included a catchy name for the project - "Iway" - and a slogan, "Yours. Mine. Ours." As part of the campaign, RIDOT gave out decks of cards with the logo, held numerous media events, and developed podcasts, in English and Spanish, describing the benefits of the new highway. While the campaign was meant to reduce congestion in the work area, it was also meant to create a positive connotation for the project. The campaign was successful in meeting both of these goals.

I-10 Construction Hotline - Arizona DOT Example

The Arizona DOT (ADOT) has implemented a hotline to provide information and allow drivers to voice concerns and ask questions about closures taking place during the three year project to widen I-10. The hotline is staffed by six operators who take calls during the day seven days a week. When calling after hours, callers can get a recording of the latest traffic updates and can leave a message. In addition to benefiting drivers, the hotline also enables ADOT to make improvements based on feedback received from drivers.

Bay Bridge Closure - Caltrans Example

Seismic retrofit work on the Bay Bridge is being performed through a series of complex projects, several of which have already been completed. For some of these projects Caltrans has used three-day weekend closures to facilitate the complex effort. The use of overhead changeable message signs and portable signs helped to ease delay and driver frustration during the Labor Day weekend closure of the east bound span of the Bay Bridge in 2006. In 2007, in order to allow workers to replace a 350-foot section of the structure, Caltrans again decided to close the entire bridge for three days over Labor Day weekend. For this closure, Caltrans spent close to $1 million in advertising to warn drivers about the closure. Caltrans is again closing the bridge over Labor Day Weekend 2009 for 4 days. Caltrans estimates completing all work by 2013.

Springfield Interchange Information Center - Virginia DOT Example

Reconstruction of the Springfield Interchange was an eight year, $676 million project to improve a complex interchange where three major highways merge together. As part of an extensive public outreach effort, the Virginia Department of Transportation (VDOT) spent $6 million to build and operate the nation's first retail Information Center (IC). Located in the Springfield Mall, the IC was developed to meet the full-time needs of motorists, local residents, and business owners concerned about the impact the project may have on them, as well as to provide information about VDOT in general. It was staffed by VDOT employees and was open during regular mall hours (including weekends and evenings). The advantages of the IC were that it was an easily accessible "store" in a shopping mall, so people did not have to make a special effort to get to it, and it had the potential to draw in people who would not typically go into a "project office" to get information. More than 350,000 motorists and Springfield area residents visited the center during the project. The IC had a model of the completed interchange; large aerial photographs of Springfield detailing how the interchange would impact the area; literature about the project; a computer for guests to use to review aspects of the project; copies of the project video; aerial photographs showing how the interchange has grown in the last 40 years; and highway road maps and travel guides from Virginia and other states.

Work Zone Best Practice Fact Sheets

  • "Communicating Work Zone Information to Truckers in North Carolina" (HTML, PDF 239KB)
  • "Arkansas Uses Public Outreach to Pave The Way During Interstate Rehabilitation" (HTML, PDF 125KB)
  • "Delaware's Survival Plan for the I-95 Shutdown" (HTML, PDF 1.6MB)
  • "Oregon's Quickfax Service" (HTML, PDF 1.7MB)

"Raising the Bar on Highway Quality" - Article in January/February 2007 Issue of FHWA Focus

This FHWA Focus article describes the winners of the National Partnership for Highway Quality's (NPHQ) 2006 "Making a Difference" awards, presented in New Orleans, Louisiana, in November 2006. These awards recognize projects that are raising the bar for highway design, construction, and management. New to the awards this year was a category for "Public Communications." This article gives numerous examples of how State DOTS effectively used public communications to alert motorists about work zone projects.

Public Information and Outreach Guidance from States

Customer Satisfaction Surveys

One of the key goals of most highway agencies' construction programs is to satisfy the desire of motorists for a good driving experience. One way agencies determine how well they're meeting that goal is with customer surveys. Surveys are often conducted before, during or after construction, and are used to help agencies plan projects, adjust construction and traffic management strategies, and improve success on future projects. The June/July 2008 issue of FHWA Innovator describes customer satisfaction surveys for projects in Minnesota, Georgia, and Utah.

Colorado Department of Transportation

The Colorado DOT has a special provision for Public Information Services within its Standard Specifications for Road and Bridge Construction. This provision calls for the contractor to provide public information services on an ongoing basis throughout the duration of the project, through the use of a Public Information Manager (PIM). The required qualifications of the PIM vary depending on whether or not the project is a significant project. The provision also describes the duties of the PIM, as well as the specific public information and outreach strategies to be used for a project.

Maryland State Highway Administration Public Information and Outreach Guidance

The Maryland State Highway Administration (MDSHA) has developed guidance for developing public information and outreach plans as part of a transportation management plan (TMP) for a project. This guidance is not intended to be a self-contained how-to guide on public relations. Project managers and engineers are required to work with the MDSHA Office of Communications to develop an organized approach to the communication needs of any project. Coordination with the Office of Communications is intended to help to ensure success of a public information and outreach effort, particularly for significant projects.

Wyoming Department of Transportation

This presentation provides a high-level overview of the work zone public information and outreach efforts that are used for different levels of work zones in Wyoming.

Project Web Sites

Web sites are an easy means of getting information about a work zone project out to the public. Web sites may provide real time or static information, but regardless of the type of information, all content on a Web site should be timely and accurate. Web sites can be used to provide traffic information and maps, alternate routes, project status information, points of contact, and even electronic copies of print materials such as brochures or fact sheets. The following links provide several examples of work zone project web sites. This list of examples is not exhaustive but provides a range of ideas for what to include on a project web site and how to design a project Web site.

Many of these Web sites have links to electronic versions of other public outreach examples, such as print materials, newsletters, press kits, business survival kits, and maps.


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