About this toolkit

Welcome to this practical guide of engagement tools, templates and tips for Roads and Maritime Services staff and our partners. This toolkit outlines all aspects of communication and engagement during key stages of our projects.

Simply click on the relevant stage for your project, and then follow the engagement recommendations. Or go straight to the Toolbox for the latest templates and tools.

In addition to clicking on the project stage to find information, there are also many helpful tips and links throughout the toolkit on each page.

For more information talk to your Corporate Communication Manager or the Program Communications Managers.

Engagement at a glance

Stakeholder engagement helps us continually improve our services and achieve better outcomes for our customers. Engagement ensures that communities and stakeholders impacted by our projects are given opportunities to discuss their concerns and provide feedback.

Our stakeholders include any group or individual who might have an interest and/or be impacted by our projects and initiatives. This includes people and groups:

  • Who are impacted by possible construction or operational activities
  • With an interest in policy or operational decisions
  • With an interest in infrastructure development proposals.

While the specific communities and stakeholders will vary from project to project, some stakeholder groups will have an interest in all or most of our projects. View the typical Roads and Maritime stakeholder groups.

Our commitment to engagement

We are committed to:

  • Communicating openly
  • Enhancing transparency and public accountability
  • Ensuring our decision-making is inclusive of diverse community ideas and opinions
  • Promoting greater staff awareness and understanding of community participation
  • Keeping communities and stakeholders regularly informed
  • Providing accurate, easy to understand, relevant and timely information
  • Involving communities and stakeholders early in the planning process.

Engagement objectives

Our engagement objectives are to:

  • Communicate early and often, ensuring ‘no surprises’ to communities and stakeholders
  • Set expectations to ensure that communities and stakeholders know the parameters of each engagement activity – what it includes and what it doesn’t include
  • Explain to communities and stakeholders how their input is being used or why it was not used
  • Listen to feedback, investigate suggestions and use it in decision-making (where appropriate)
  • Provide ongoing opportunities for community and stakeholder participation and feedback
  • Manage engagement activities to budget and timeframes.

Our writing style

Part of putting the customer first means we need to write in a clear and legible way.

Our standard writing style is to use:

  • Plain English (clear, simple, understandable)
  • Active voice (use please consider not please give consideration to)
  • Personal pronouns (we, our, your etc).

Use simple terms and avoid jargon. Some examples are listed below:

  • Use next to instead of adjacent
  • Use start instead of commence or commencement
  • Use before instead of prior to
  • Use end instead of completion.

The Roads and Maritime Editorial Style Guide contains more information about our writing style including terms and jargon to avoid.


Approval of our communication material ensures the messages are consistent and factually correct. A number of people need to approve or review communication materials.

Our approvers will change depending on the type of communication material however they normally include:

Who Responsibility
Project Manager Check for factual accuracy
Senior Project Manager For information only
Regional Communication and Stakeholder Engagement Manager Quality review
General Manager (line of business) Technical review
Principal Manager Communication and Stakeholder Engagement Consistency and quality review

All key communication material is sent to the NSW Minister’s Office for noting before printing.

For federally funded projects, a review of communication material may also be undertaken by the relevant federal department.

Communication material needs to be approved before advertising can be booked. Any communication material that needs a publication number also requires an approval to publish form.

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