# Presentation: 416919

## Tips For Better Public Involvement

**EPA National Air Quality Conference**
**San Antonio, TX  **
**2/2006**

- Vicky Giles
- Public Affairs Coordinator
- Georgia Environmental Protection Division
- 404-675-6156
- Vicky_giles@dnr.state.ga.us

## Does the thought of a public meeting cause you STRESS?

**Does the thought of a public meeting cause you STRESS?**

## Is this your typical public meeting?

## Or perhaps this?

**Or perhaps this?**

## The purpose of the public participation process is to incorporate public opinion into policy or decisions...

***but how can that happen if nobody comes?***

## Our public participation goal is to bring the public back into the picture....

**Publicize! Get the right public to the meeting.**
**Prepare! Make sure that all the facts are clear.**
**Create an atmosphere of respect, trust and credibility.**
**Keep the public informed of the outcome.**

## Plan the right meeting

- Create a Public Participation Plan before you begin
- Decide the appropriate type of meeting(s)
- Q&A Sessions
- Public Hearings
- Presentations
- Panels
- Workshops
- Committees/Councils
- Choose a comfortable, convenient and neutral meeting location (If possible, ask for help from an involved citizen in choosing a location)
- NOTE!! Too large of a room is MUCH better than too small of a room!!

## Publicize! Get the right public to the meeting

- Research who will be affected by the decision. Invite them to the meeting. (neighborhoods, elected officials, environmental groups, local businesses, civic groups, trade organizations)
- When sending letters of invitation, create a merge file for personalized letter. (Dear Mr. Jones is much more personal than Dear Citizen)
- Create fliers and ask to put them in local hot spots. If possible, ask an involved citizen to distribute them.
- Call a reporter from the local newspaper and get him/her interested in the issue. Pitch a story to create free publicity.
- Get on the agenda of local civic groups to talk about the issues and publicize the event.
- Publicize in newsletters and websites that are utilized by your potential audience.

## Prepare! 

**Make sure that all the facts are clear.**

- Make sure presentations and handouts are easy to understand and not too technical.
- Use visuals and graphs as often as possible.
- Rehearse! Hold an internal rehearsal for all involved.  **Remember...****95% of potential questions can be anticipated ahead of time.**
- Anticipate the questions and make sure that appropriate experts are there to provide answers.
- Know your material!

## Create an atmosphere 

**of respect, trust and credibility**

- Show **respect** for the citizens attending:
-  Start and end the meeting on time
-  Use appropriate sound equipment to ensure all questions and comments can be heard. If possible use handheld microphones for the audience.
- Provide an agenda and follow it.
- Provide signs so people know where the meeting is located.
- Staff the sign-in table with a friendly helpful person.
- Anticipate questions and have knowledgeable staff and involved company representatives available to answer concerns.
- Use a facilitator to ensure a neutral presence.

## Trust

- Always answer a question truthfully.
- If you don’t know the answer to a question, tell the person that you will be glad to find out the answer and get back to them at a certain time. **Get back to them with the answer at the time you told them.**
- 70% of communication is NON-VERBAL; Watch your body language
- Resistance
- Interest
- Indifference
- Impatience
- Deceit

## Credibility 

- Leave out “uh, like”
- Use “will”, “know”,  “recommend
- No fluff words like “should”, “try”, “think”, “feel”, “tend”, “consider”
- Never say, “I know how you feel.”
- Be specific with response times
- Say your key messages the same way every time
- Being more clear doesn’t mean being more technically precise

## Keep the public informed of the outcome

- Be proactive – Let interested citizens know the outcome of a decision before they have to ask!
- On sign-in sheet at public meeting, provide a space for attendees to provide their email or street address so you can let them know the outcome of a decision.
- Create a stakeholder list.
- When decision is made, send a copy of the final summary to folks on this list.

## REMEMBER!

**In ANY forum, it’s not YOUR job to make anyone like you or make them feel better.**
**It’s not your job to make them like what your agency does.**
**Your job is to provide information. Give facts. Know the company line. Period.**
**NO personal opinions or speculations.**
**You MUST remain neutral.**

## 5 Steps for answering questions successfully

**	****	****	****	****1. Listen**
**	****	****	****	****2. Pause**
**	****	****	****	****3. Restate**
**	****	****	****	****4. Respond honestly**
**	****	****	****	****5. STOP**

## Gap in Communication:

_**Scientific/Technical**_
**	****-Quantitative**
**	****-Objective**
**	****-Population**
**	****-Macro**

_**Public**_
**	****-Qualitative**
**	****-Subjective**
**	****-Community (NIMBY)**
**	****-Me**

## Risk Communication

**At least 50% of communication is based on how much you care:**
**Caring/empathy  50%**
**Honesty/openness  15-20%**
**Dedication/commitment  15-20%**
**Competency/expertise  15-20%**

## Risk Communication

**30 seconds to show you care:**
**“****People want to know that you care before they care what you know.”**
**-Will Rogers**
**Women = empathy/caring**
**Men = competency/expertise**

## Risk Communication

**Mental “noise” (denial, trauma, competing agenda and emotions) can reduce ability for people to process what you’re telling them by as much as 80%**
**You must REPEAT your message**
**Tell them what you’re going to tell them**
**Tell them**
**Tell them what you told them**
**Try to communicate 3 “positives” for every 1 “negative”**

## Tools for Success:

**Trust & Credibility**
**Caring & Empathy**
**Openness & Honesty**
**Competency & Expertise**
**Dedication & Commitment**

## For more help with better public participation practices, check out “The International Association of Public Participation” IAP2

- _[www.iap2.org](http://www.iap2.org/)_** **