Highways Infrastructure Asset Management Communications Plan

Communication should always be viewed as a two way process and any communication medians used should strive to encourage this two way communication between the Council and its' customers. Any communication medians used should increase peoples understanding of the work that we do to maintain and improve the highway network and where possible should gather feedback on stakeholder's views on the performance of the highway network.

It is imperative that all outgoing communications should be timely, positive, informative and accessible whilst incoming communications are assigned to the correct person and, where appropriate, responded to within relevant deadlines. To achieve this tailored communications tools need to be used to inform the different target audiences.

4.1 Local Media

• Press releases and media relations - regular press releases should be written and published. This will be essential to keep a consistent flow of accurate information in the media, including relevant specialist publications, ensuring that all audiences are kept up to date.
• Media briefings - media are briefed and kept up to date on key schemes. This should ensure a co-operative relationship that fosters understanding between the media and the Council and will help form a positive partnership to alleviate any negative coverage. 
• TV and radio interviews - regular contact should be made wherever possible to arrange interviews, features and debates. 
• Parish newsletters and other community publications - offer another alternative method to reach communities, particularly those within rural parts of the Borough.

4.2 Digital Media

• Social media - can be a good method of communicating, engaging and educating people. They also provide a platform for users to comment on the services being provided
• Stockton Council website - imperative that the website is kept up to date with relevant information. Annual reports and forward work programme to be published on the website at the appropriate times. Quarterly reviews of the website will be undertaken to ensure that the information. The website should also have the facility for users to report problems on the highway network or to submit compliments and complaints.

4.3 Face to Face or telephone

• Staff briefings - ensure Contact Centre staff are briefed in order to deal with or signpost any calls regarding the condition of the highway network.
• Cabinet member briefings - keeping Cabinet Member up to date, especially in relation to schemes that may be disruptive.
• Letter Drops - households and businesses affected by highway infrastructure schemes will be notified in advance and the information provided will contain contact details where additional information can be obtained
• Scheme Feedback - following highway infrastructure schemes where appropriate we will ascertain views of residents via feedback surveys.

4.4 Marketing Materials

• National Highways and Transportation Public Opinion Survey (NHT Survey) - will enable us to be measured on an annual basis in terms how our services compare on a national level.