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CHAPTER 3 Desired Outcomes of a Community Engagement Program This chapter helps managers of airports of all sizes to consider their goals in communication and look at how their stated goal relates to community goals. It provides guidance on measuring the success of airport communications programs, discusses the consequence of not improving communications, and discusses the decisions airports must make on communications based on their unique situations. The chapter closes with the "What Does the Public Really Want", a listing of the three essentials that communities seek from noise programs. This chapter is important because airport managers need to decide the goals and objectives of their program and the level of resources and involvement they wish to commit to it. Airport and Non-Airport Communication Goals When interviewed, most airport representatives said that their communications goal was to educate. That implies a belief that: Noise is primarily a technical issue that requires understanding, and Public education about noise is the most important component in public acceptance of the airport's approach to dealing with the issue. When interviewed, most non-airport groups interviewed said that their goals related to: Cooperation Communication Open discussion Partnership This implies that noise issues are a problem that needs a solution, and that the solution requires a longer-term interactive process involving both the airport and the community. Each airport must determine its ultimate goal and define its objectives before progress can be measured. Potential airport objectives involve education, but also cooperation, communication, and partnership. Potential Communication Objectives Build long-term relationships with stakeholders based on trust that allows various sides to work through difficult issues together Encourage the community to meaningfully engage with airport leadership first before going to the press or litigation Avoid unrealistic expectations by educating the community about what is feasible and what constraints to action are imposed by regulation 12