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6 Aircraft Noise: A Toolkit for Managing Community Expectations
Best Practices in Achieving Effective Communications:
6 Keys
Airport surveys, follow-up interviews, case studies, literature reviews, and professional
experience were reviewed to identify the fundamental ideas that would help managers of air-
ports of all sizes implement an effective noise communications approach. Managers may use
these best practices to assess their own approach to communicating with the public about air-
craft noise and determine where, or if, they could make changes that would improve public
Airport Survey engagement.
Comments
Communication needs Build Trust Through "Good" Two-Way Communications
to mean constructive
involvement, not just a Trust and respect are the keys to a long-term relationship between the airport and commu-
one-way thing. (LGB) nity groups. They require proactive involvement with the public and other interest groups using
interactive techniques. Although the relationship may at times shift from collaborative to adver-
sarial, efforts toward building trust and respect through engaged communications will ultimately
result in an understanding of each parties position. A singular focus on educating the public will
not build relationships, nor will it build trust.
Regular attendance at Put Senior Leadership Out Front
the Roundtable or
Forum by the Airport When groups have something important at stake they look to an organization's leader for
Director builds a cul- clues on its approach and as the ultimate authority on decisions and conflict resolution. Airport
ture of the importance
of noise abatement staff, user representatives, and the public will look to the words and attitudes expressed by the
within the airport and senior airport management to guide their own attitudes and responses. The presence of airport
encourages other upper level management brings other decision makers to the table, and can help in the resolu-
important decision- tion of issues.
makers like elected
officials, tower repre-
sentatives and users to Use Graphics to Illustrate the Message
attend. (SFO)
Advancements in computer software continue to allow visualization of real life and virtual
Participation of the "What If" scenarios. A picture is worth a thousand words and animated pictures may be
Airport Director and
worth a million in effectively explaining the concepts of aircraft noise to a non-technical pub-
the FAA can be impor-
tant at big public lic. Audiences seem to better understand concepts conveyed through visual presentations, and
meetings because of factual data that illustrates issues through charts, graphs and video clips. With graphics,
their authority and audiences tend to become more positively engaged with the presenter and the issues.
expertise. People tend
to believe them. (LGB)
Highly visual
Have a Transparent Process
approaches that are Public mistrust of the airport and its motives is at the foundation of most airport conflicts. Con-
interesting and color-
ful are successful in sistent openness and truthfulness, demonstrated by telling people what is known, as soon as it can
communications on be told, in a transparent planning process, builds lasting trust.
the web and written
materials. (SFO)
Select Staff for Service-Oriented Attitude (People-Skills)
Keep each other
informed. Keep every- An emerging realization, strongly supported by airports that have successful public commu-
body in the loop. Be nications programs, is that a "public service attitude" and "people skills" are equally important
open as much as possi-
to technical skills among noise staff members. Community interest groups strongly agree. Air-
ble; tell them things if
at all possible. (Boston ports with no noise staff must work to see that all employees who might respond to noise con-
CAC) cerns are sensitive to the public relations aspects of the issue.
