INTRODUCTION
Whether you’re part of a city department, transportation agency, or utility provider, coordinating with businesses is essential to the success of public projects. From street reconstruction to broadband expansion, these initiatives often affect how businesses operate day to day. When communication breaks down, the results can include delays, budget issues and strained relationships that carry over into future efforts.
Strong, consistent communication builds trust, ensures accountability, and helps business stakeholders understand the project timeline, their role in it and how decisions are made. Here’s how public entities can successfully coordinate with businesses throughout a project’s life cycle.
ESTABLISH CLEAR COMMUNICATION CHANNELS
First, assign someone to be the liaison to businesses (and the public). You can use the project manager or, preferably, someone in a communications role.
Choosing the right mix of communication tools depends on the project’s complexity and the stakeholders involved. For example, email is effective for formal updates and documentation. Consider creating a dedicated project email address (e.g., comments@city.gov) to centralize communication and make it easier for businesses to reach you with questions or concerns.
Other methods of two-way communication may include a project website with a contact form, social media channels, virtual meetings and in-person meetings.
Some businesses may simply want to be kept in the loop. You can use a project website, a project e-newsletter or even dedicated social media channels to provide updates.
Keep in mind that some businesses may be difficult to contact for a variety of reasons and that you may need to visit them in person.
HOW TO MANAGE AND TRACK ONGOING COMMUNICATIONS
To maintain momentum, provide updates on a regular basis, which can vary from weekly to monthly or even quarterly, depending on the nature of the project.
Invite feedback throughout the process. Businesses should have multiple ways to ask questions, raise concerns or offer suggestions. Invite business owners or representatives (e.g., director of government relations, manager of community relations, etc.) to meet with the project team, either individually or as part of larger public involvement meetings, as these sessions give them a chance to hear project details directly from the team, ask questions and share how the work may impact their operations.
Internally, keep a centralized log, such as an Excel spreadsheet, to track stakeholder outreach. Record each interaction with businesses, including the business name and contact information, date of outreach, concerns raised and any actions taken in response.
Once the project is complete, follow up with a thank-you note or short survey to collect feedback from affected businesses. This extra step can help strengthen relationships and build support for future projects.