Available Tools for Information Delivery

The following table is a list of information delivery tools frequently used by utilities / government to reach customers impacted by a project.  A point of discussion might be which tools to highlight in this guide and what aspects of preparing to use them.   

Tool	Applications	Pros	Cons
Website	Information resource to backstop active outreach	​Convenient for the public, available at all times, few limits on scope of information included, and consistent information	Static, limited to generally relevant information, may be difficult to locate on Internet, additional staffing may be needed to keep up to date, and IT infrastructure upgrades may be needed
Direct mail	Notification and information specifically relevant to an individual	Possible to confirm receipt and date of delivery, few limits on scope of information included, and consistent information	Lag time in communication, reader comprehension, may be discarded as unwanted mail, customer may be away or unreachable for extended time period, and may reach utility customer rather than occupant
Bill inserts	Notification​ and awareness building	Assured of delivery, less costly than separate mailing, few limits on scope of information included, and consistent information	Lag time in communication, may not have the same impact as a separate mailing. may be discarded as unwanted mail, reader comprehension, and reaches utility customer but may not reach occupant
Automated dialing	Awareness building	Timely information delivery and distribution of targeted message to large group	Technology must be available, database of customer phone numbers needed (cell phone vs house number), sufficient data must be available to target calls, may be discarded or blocked as unwanted call, and may reach utility customer rather than occupant
Automated text	Awareness building	Timely information delivery and distribution of targeted message to large group	· Technology must be available, message must be very short, sufficient data must be available to target calls, may not receive attention, typically an “opt in” delivery platform, and may reach utility customer rather than occupant
Social media	Awareness building	Timely information delivery and distribution of targeted message to large group	Requires adequately trained and prepared staff, message must be very short, sufficient data must be available to target calls, may not receive attention, and typically an “opt in” delivery platform
Individual phone calls	Information specifically relevant to an individual	One-on-one delivery, address site-specific considerations, and information exchange beyond general information	Requires adequately trained and prepared staff, substantial time commitment, and documentation to verify exchange needed
In-person visit	Information specifically relevant to an individual	One-on-one delivery, address site-specific considerations, most information exchange	Requires adequately trained and prepared staff, substantial time commitment, coordinating interest and timing, travel, and visit, documentation needed to verify, and places personnel at risk