01128809

Component

A public involvement (PI) process recently introduced into road planning and various infrastructure planning processes requires that public officers communicate with the public about planning information. Although many public and open house meetings are led by trained consultants and facilitators, public officers also frequently have the opportunity to communicate directly with citizens at such events. However, due to a lack of communication training, they may not be able to communicate ideas clearly to citizens. In this study, the authors analyzed the nature of public officer responses to citizen questions typically asked at a public meeting. Based on a review of the literature and interviews with PI practitioners, the factors affecting citizen evaluation of public officer performance in question and answer sessions were considered to be “manner”, “expression” and “consideration of the local infrastructure”. Video recordings of mock question and answer scenes were made by combining aspects of these three factors into four profiles of public officer responses, ranging from good to poor responses. Study participants evaluated each of the public officer responses. The video recordings of responses showing “good manner” had the highest evaluations. Overall, the factor of "manner" was judged to be the most influential factor for a good evaluation by citizens. Thus, public officers should convey information to citizens in a “good manner" as described herein so as to discuss issues clearly. The findings of this study will prove useful for creating guidance that is practical for helping public officers best talk with citizens in the PI process.

01120148

09-1731

English

19p

2009

Transportation Research Board 88th Annual Meeting

DVD

Figures (2) ; References (12) ; Tables (9)

Communication systems; Information technology; Infrastructure; Public information programs; Public participation; Systems analysis; Transportation planning; Videotape recorders

Citizen activism

Administration and Management; Highways; Planning and Forecasting; I72: Traffic and Transport Planning

Transportation Research Board Annual Meeting 2009 Paper #09-1731

TRIS, TRB

Jan 30 2009 5:59PM