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CHAPTER 5 Case Studies in Airport/Stakeholder Communication After an introductory overview of contents, this chapter begins with a review of three studies of the current practice of public involvement in three peer industries aviation, surface trans- portation, and non-transportation environmental concerns. The literature review is followed by a comprehensive look at current practices in communication through five selected airport case studies and one university case study that have similar issues in communicating with the public. Airport managers may review their own approach to communications to the experiences of other airports reported in the case study synopses for airports of similar size or situations. Managers may also review how other airports and other industries have handled difficult public involvement situations and consider the applicability of the lessons those situations have taught. Content and Case Overview The literature reviews and case studies are meant to illustrate a range of public communica- tion approaches in use by peer industries, what airports themselves have learned about public communication, and what lessons other industries have learned that are applicable to airports. This chapter presents: A literature review of communications practices in the aviation, surface transportation, and environmental industries. Case studies of five airports, representing various service missions typical within the United States. A case study of a university that experienced communication problems similar to those faced by many airports. The overwhelming message from both the literature review and from the individual case studies is that two-way communication with neighboring communities is necessary to facilitate practical development and is a "best practice" across public service industries. Airport and Peer Industry Literature Review In addition to the many documents provided by airports, three general summaries of commu- nications practices within the aviation, surface transportation and environmental management industries were reviewed for this analysis. The three documents selected for a literature review provide insight into the common issues and difficulties faced by three separate industries in their efforts to deal with community con- cerns and to grow effective community relationships through public engagement techniques. 56