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Toolbox

Each of our tools includes a description, purpose, templates and useful links. We also outline which project stages are best for each tool.

Our most popular tools in the Toolbox are:

A full list of our engagement tools is listed here.

When choosing engagement tools consider the engagement purpose, message and target stakeholders.

Consider using a variety of tools, including social and interactive tools as well as the more traditional engagement tools.

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

Engagement tools

  • 1800 number and email inquiries

    We have a 24 hour project information phone line and email, for all communities and stakeholders to make enquiries, complaints and seek more information.

    1800 number and email enquiries set up
    Project phase: Maintenance
  • Accessing private property

    We use this process to ask property owners for permission to access their property to conduct environmental, geotechnical and/or survey investigations.

    Private property access checklist Access permission form
    Project phase: Maintenance
  • Advertisements / Publications

    We use advertising to promote public displays, community information sessions and work activities.

    Publication numbers Advertisement Placement Advertising booking form Approval to publish
    Project phase: Maintenance
  • Advisory committees

    Our advisory committees are made up of representatives from relevant professions, industry, community or interest groups. These committees help us work through technical and/or specific complex issues and projects.

    Also refer to Community Liaison Groups.

    Advisory committee set up checklist Event management checklist
    Project phase: Maintenance
  • Animation/video

    We create animations, videos and models to inform communities and stakeholders about projects and their key features.

    Animation checklist
    Project phase: Maintenance
  • Artist impressions

    We use artist’s impressions to create a basic visual image of a bridge, road interchange etc. They are usually used in the development project phase to get community feedback on a particular aspect of the project.

    Artist impression checklist
    Project phase: Maintenance
  • Briefings and presentations (community and stakeholders)

    We use briefings, presentations and meetings to inform communities and stakeholders in an open and engaging forum.

    Presentation template - external Presentation template - internal
    Project phase: Maintenance
  • Briefings (elected representatives, councils, government departments)

    Briefings give us the opportunity to give key government and parliamentary stakeholders in-depth project information and regular progress updates.

    Project phase: Maintenance
  • Briefings (media)

    Media briefings help us develop relationships with key media contacts, which we can then use to disseminate information to the general public.

    Media
    Project phase: Maintenance
  • Briefing notes, House file notes, Questions on notice

    Briefing notes, house file notes and questions on notice can be requested by our political stakeholders for use in parliament.

    Media
    Project phase: Maintenance
  • Citizens’ juries

    Citizen’s juries are randomly recruited panel of citizens meet for a number of days (usually three to five) to examine issues of public significance and community concern. We normally select 10 to 12 people locals to participate.

    How to set up and run a citizens jury
    Project phase: Maintenance
  • Collaborative mapping tool

    Collaborative mapping tools are a digital map on which our communities and stakeholders can note feedback and provide information specific to locations on the map.

    ECCO
    Project phase: Maintenance
  • Communication Strategy

    Our engagement strategies document our overarching approach to communication and engagement.

    Refer to Stakeholder and Community Engagement Plan.

  • Community and Stakeholder Engagement Plan

    Our engagement strategies document our overarching approach to communication and engagement.

    Community and Stakeholder Engagement Plan Typical Roads and Maritime stakeholders
    Project phase: Maintenance
  • Community and stakeholder meetings/workshops

    Stakeholders and community members are invited to come together to identify issues, deliberate about preferred outcomes and create plans. We often use small groups within the bigger workshop to focus on particular topics.

    Also refer to Community kitchen table discussions and meetings, Community forums, Community information sessions or open days.

    Presentation template Event management checklist Event run sheet
    Project phase: Maintenance
  • Community day, thank you event or other ‘good neighbour’ activities

    We use good neighbour activities to promote goodwill within the community, by giving or doing something for the community at significant milestones or at the end of a project. Activities include community days/street parties, sausage sizzles, construction of community recreational or functional areas, or the establishment of a community fund.

    Event management checklist Event run sheet
    Project phase: Maintenance
  • Community kitchen table discussions and meetings

    Kitchen table discussions are informal meetings with up to 15 people at someone’s house. We find these meetings are an opportunity for effective communication with community members in an intimate and personal setting.

    Also refer to Community and stakeholder meetings/workshops, Community forums, Community information sessions or open days.

    Guide to setting up and running kitchen table meetings
    Project phase: Maintenance
  • Community forums

    Community forums give us the opportunity to engage with a targeted group of stakeholders to get input or feedback on a specific issue or range of issues.

    Also refer to Community kitchen table discussions and meetings, Community and stakeholder meetings/workshops, Community information sessions or open days.

    Event management checklist Event run sheet
    Project phase: Maintenance
  • Community information sessions or open days

    Community information sessions give stakeholders the opportunity to view our project plans and to speak with members of our project team.

    Also refer to Community kitchen table discussions and meetings, Community and stakeholder meetings/workshops, Community forums.

    Guide to hosting community information sessions Event management checklist Event run sheet Event sign in sheet Event feedback form
    Project phase: Maintenance
  • Community/stakeholder letter (to the householder letters)

    Refer to Project notifications

  • Community involvement/liaison plans

    We use community involvement/liaison plans to detail particular aspects or phases of a project.

    Refer to Stakeholder and Community Engagement Plan

  • Community Liaison Group

    We find community liaison groups are useful in areas where the community is very interested in the project. Our community liaison groups often form a two way liaison role between our project team and the community.

    Also refer to Advisory Committees.

    Guide to setting up a Community Liaison Group Community Liaison Group terms of reference Community Liaison Group member advertisement Community Liaison Group member nomination form Community Liaison Group member stakeholder letter Community Liaison Group member code of conduct
    Project phase: Maintenance
  • Community or construction notifications

    Refer to Project notifications

  • Consultation report/Community summary or report

    We usually prepare consultation or community issues reports for key project issues that need a more comprehensive approach.

    Consultation report Community summary or report template
    Project phase: Maintenance
  • Community update newsletters

    Refer to Project updates

  • Doorknocking

    Doorknocking targets specific residents and/or businesses that are impacted by a particular project or issue. It allows our project teams to foster a relationship with local residents and for residents to give their opinions in a familiar, non-threatening environment.

    Doorknocking may be required to notify residents of unplanned or emergency work activities.

    Also refer to ‘Sorry we missed you’ calling cards.

    SWMS for door knocking Doorknocking do’s and don’ts
    Project phase: Maintenance
  • Email blasts

    We use email blasts to distribute project information, notifications and updates. Communities and stakeholders can subscribe to make sure they don’t miss important updates.

    Refer to Consultation Manager guide
    Project phase: Maintenance
  • Engagement action plan

    We use engagement action plans to detail a three to six month look ahead of engagement activities.

    Refer to Stakeholder and Community Engagement Plan

  • Exhibitions/displays (staffed or unstaffed)

    We use displays and exhibitions to present project options or solutions or to educate communities/stakeholders on an issue. Displays and exhibitions can be used at community information centres or sessions, but also as standalone information sources in community areas, such as libraries, shopping centres and near public transport.

    Guide to holding an effective exhibition or display Event checklist Event run sheet Event sign in sheet Event feedback form
    Project phase: Maintenance
  • Evaluation

    Evaluation and monitoring helps to identify the effectiveness of our communication and engagement activity.

    Evaluation report Evaluation checklist
    Project phase: Maintenance
  • Project phase: Maintenance
  • Film shoots/TV agreements

    Release and indemnity deed
    Project phase: Maintenance
  • Flyers, brochures

    We use flyers and brochures to advertise community information sessions and other project information.

    Project phase: Maintenance
  • Focus groups

    Focus group discussion is normally led by a moderator who guides the members through a series of open-ended questions designed to offer insights to participants’ thoughts, attitudes and values.

    Refer to Community Liaison Groups, Advisory committees, Precinct committees.

    Event management checklist Event run sheet
    Project phase: Maintenance
  • Frequently asked questions

    Frequently asked questions or FAQs are used by our project staff to make sure we have consistent answers to enquiries.

    Guide to writing FAQs
    Project phase: Maintenance
  • Icons and infographics

    Icons and infographics are useful ways of visually representing statistics or data. Please contact csetemplates@rms.nsw.gov.au for Indesign templates and jpeg files.

    Contact us
    Project phase: Maintenance
  • Information centres

    We use information centres for large, complex projects. They usually consist of a room or set of rooms conveniently located for the community to visit, such as in shopping centres. Information centres can also be ‘pop up’ centres, only appearing for days or weeks at a time.

    Setting up an information centre – What to prepare
    Project phase: Maintenance
  • Information and display packs

    We distribute information packs to councils, elected representatives and key stakeholder groups so they can share project information with their contacts in the local community. Packs can include community notifications, FAQs, factsheets flyers and brochures etc.

    Information and display packs checklist
    Project phase: Maintenance
  • Intergovernmental agency forums

    Intergovernmental agency forums are a useful way to ensure all government stakeholders are involved and informed at the early and approval stages of a project.

    Project phase: Maintenance
  • Key messages checklist

    We use key messages on all communication materials and when dealing with communities and stakeholders. Key messages help to make sure we have consistent answers to enquiries.

    Key messages checklist
    Project phase: Maintenance
  • Key milestones and opportunities

    We are always looking for opportunities to promote the good things we do. Milestones are often opportunities for celebration and/or media coverage.

    Milestone checklist Image and photo gallery Photo permission form
    Project phase: Maintenance
  • Launch event

    Launch events are a great way to publicly ‘kick off’ a project.

    Event management checklist Event run sheet
    Project phase: Maintenance
  • Letterbox drops

    We use letterbox drops to ensure that all impacted residents/businesses receive project-related communication materials.

    SWMS for letterbox drops Letter box drop guide
    Project phase: Maintenance
  • Media releases

    Media releases provide information to the community about a project (however there is less control over how the message is represented by the journalist).

    Media
    Project phase: Maintenance
  • Media kits

    Media kits provide project summaries and background information to interested media.

    Media
    Project phase: Maintenance
  • Newsletters of community and/or stakeholder groups

    We often provide project information to community/stakeholder groups and to schools for their own newsletters.

    We find this useful for getting to ‘hard to reach’ communities.

    Project phase: Maintenance
  • Online discussion forums

    We are starting to use online discussion forums as a way of reaching communities and stakeholders who are unable to attend public exhibitions or displays in person (because of work, care obligations, mobility etc).

    Facebook ECCO YouTube
    Project phase: Maintenance
  • Photography

    We use photos to record and track the progress of projects. Photos must reflect our community focus – they must have people in them!

    Photo guide Photo permission form Image and photo gallery
    Project phase: Maintenance
  • Posters

    We often use notice boards and posters to update communities and stakeholders on project progress. They are usually in public areas such as the local shopping centre, library and/or council.

    Project phase: Maintenance
  • Precinct committees

    We use precinct communities as an opportunity for residents in a particular area to provide comments and opinions on projects and issues that directly affect their local area.

    Refer to Community Liaison Groups, Advisory committees, Focus groups.

  • Project area profile

    We use project area profiles to gain an understanding of communities and stakeholders to help plan communication and engagement activities.

    Project area profile template
    Project phase: Maintenance
  • Project start-up checklist

    We use a project start-up checklist in the Establishment phase of a project to make sure we have covered all the required engagement activities.

    Project start-up checklist
    Project phase: Maintenance
  • Project notifications

    Previously known as to the householder letters or stakeholder/community letters, we use project notifications as short and snappy project updates for localised communities and/or issues.

    Project notifications
  • Project updates (newsletters)

    Previously known as community updates or newsletters, project updates provide the community and key stakeholders with a regular source of information about our projects. Project updates are typically full-colour publications, graphically designed, professionally printed and produced at project milestones. Less comprehensive updates can be developed inhouse.

    Two page community update template Four page community update template List of approved designers List of approved printers
    Project phase: Maintenance
  • Report templates

    All reports have to be web accessible.

    Report template-simple design Report template-full image Report template-waratah
    Project phase: Maintenance
  • Risk assessment

    We have collated a list of key project impacts or issues that are common to many projects including noise, traffic, vegetation and tree removal, parking and access.

    SWMS template
    Project phase: Maintenance
  • Roads and Maritime stakeholder groups

    This is a list of typical Roads and Maritime stakeholder groups.

    Also refer to stakeholder analysis and issues checklist, stakeholder database how to guide and stakeholder engagement strategy.

    Typical Roads and Maritime stakeholder groups
    Project phase: Maintenance
  • Site induction

    We hold community specific site inductions for the project team to ensure they are aware of the community concerns and issues and understand where to direct community enquiries.

    Project phase: Maintenance
  • Site signage

    Our project signage informs residents and motorists of work underway and promotes the 24 hour project contact information.

    Site Signage RMS signage plan RMS Signage installation lifecycle
    Project phase: Maintenance
  • SMS alerts

    We use SMS message alerts as a handy reminder for meetings, project updates and traffic changes.

    Project phase: Maintenance
  • Social media and mobile technologies

    Roads and Maritime Services is exploring social media and mobile technology.

    Quick reference guide - social media content
    Project phase: Maintenance
  • Sorry we missed you calling cards

    We leave these calling cards for people who are not home or are unavailable when we are doorknocking.

    Also refer to Doorknocking.

    Sorry we missed you guide Sorry we missed you calling cards
    Project phase: Maintenance
  • Stakeholder analysis and issues checklist

    The identification and analysis of stakeholders is key to understanding the issues and concerns of our communities/stakeholders. It will also shape our communication/engagement approach.

    Also refer to typical RMS stakeholder groups, stakeholder engagement strategy and stakeholder database how to guide.

    Stakeholder analysis and issues checklist Typical Roads and Maritime stakeholder groups
    Project phase: Maintenance
  • Stakeholder database how to guide

    The stakeholder database is used to capture all contact with the community and other stakeholders. We normally use Excel or Consultation Manager.

    Also refer to stakeholder analysis and issues checklist, stakeholder engagement strategy and typical RMS stakeholder groups.

    Stakeholder database how to guide
    Project phase: Maintenance
  • Stakeholder Engagement Strategy

    Our engagement strategies document our overarching approach to communication and engagement.

    Refer to Community and Stakeholder Engagement Plan
  • Submission receipt letter

    We send submission receipt letters to acknowledge feedback on the environmental assessment.

    Submission receipt letter template
    Project phase: Maintenance
  • Submissions report

    We put together a submissions report in response to the feedback on the environmental assessment of a project.

    Submissions report template Submissions categorisation process/checklist
    Project phase: Maintenance
  • Surveys and questionnaires

    We use surveys and questionnaires to get project feedback from the community and/or key targeted stakeholders.

    Project phase: Maintenance
  • Tender assessment and comms contractual requirements

    We use a tender assessment checklist at the start of the Delivery phase of a project to make sure that we do all the required engagement activities our construction partners understand all of their comms obligations.

    Project phase: Maintenance
  • Tours and visits

    We use tours and visits to help project teams share project information and take questions from key community members and stakeholders.

    Event management checklist Event run sheet
    Project phase: Maintenance
  • Traffic alerts to TMC (LiveTraffic.com)

    We always advise the TMC if our projects will impact traffic in key areas.

  • Walk the route tours

    Walk the route tours are the community members to walk the route of a road and/or interchange to gain a better understanding of the project.

    Event management checklist Event run sheet
    Project phase: Maintenance
  • Web meetings

    We host meetings live on the Roads and Maritime website to involve people who cannot physically attend community meetings.

    Project phase: Maintenance
  • Website

    Project websites are usually used to communicate project information with the community and stakeholders. Websites are also useful for collecting feedback and input, posting project updates and to advertise upcoming events.

    Project phase: Maintenance
  • Variable Message Signs (VMS)

    Usually used on roads, we use VMS to advise motorists and residents of upcoming work and changes to traffic.

    Guide to communicating with VMS
    Project phase: Maintenance
  • Visioning workshops

    Visioning tools may be used to promote thought and encourage discussion of future land use and planning options.

    Project phase: Maintenance

Project notifications

Project notifications

Previously known as to the householder letters or stakeholder/community letters, we use project notifications to notify our communities and stakeholders of upcoming work and/or activities.

Project notifications should include the dates of proposed activity, locations, work hours, road closures, expected noise impacts, nature of the work, expected duration of the activities, the types of equipment that will be used and contact details. The extent of the notification distribution area will vary according to the activity and geography of the local area.

When drafting and sourcing approval for a project notification, please consider the following:

  • Is the notification written in plain English?
  • Is the notification written in active voice?
  • Have the correct logos been included?
  • Is there a map or diagram?

Click below for links to project notification templates:

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

Project updates

Previously known as community updates or newsletters, project updates provide the community and key stakeholders with a regular updates and project milestones. Project updates are full-colour publications, graphically designed and professionally printed.

When drafting and sourcing approval for a project update, please consider the following:

  • Is the update written in plain English?
  • Is the update written in active voice?
  • Have the correct logos been included?
  • Is there a map or diagram?
  • Does the project update have a publication number?

Click below for links to templates and examples of project updates:

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

Community and Stakeholder Engagement Plan

The community and stakeholder engagement plan documents our overarching approach to communication and engagement on a project, program or initiative. The plan should be developed at the beginning of the project, program or initiative and reviewed at key milestones.

The following terms have been used to describe a community and stakeholder engagement plan:

  • Community engagement plan
  • Stakeholder engagement strategy
  • Community stakeholder plan
  • Communication strategy.

Your community and stakeholder engagement plan should include KPIs and should be evaluated at each project stage. Consider using social and interactive tools as well as the more traditional engagement tools.

Things to remember:

  • Do not undertake engagement activities during the Christmas/New Year holiday period.
  • Four to six weeks is required for public exhibition periods.

Click below for links to templates and tools:

Advertisements

We use advertising to promote public displays, community information sessions and work activities.

When drafting and sourcing approval for an advertisement, please consider the following:

  • Is the advertisement written in plain English?
  • Is the advertisement written in active voice?
  • Have the correct logos been included?
  • Is there a map or diagram?
  • Have the correct contact details been included?

Click below for links to templates and tools:

Community information session

Site signage

Our site signage tells road users, local residents and businesses about a project and advertises the 24 hour project information phone line and email.

There are signage templates for different project types.

Click below for links to the signage guide, templates and examples.

Please note, if signs have been damaged or vandalised, they should be replaced as soon as possible. Any unauthorised signs on construction hoardings or fences should be removed immediately.

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

Flyers, brochures and factsheets

We use project or issue specific facts sheets to provide background and/or in-depth information on a particular project issue.

We use flyers and brochures to advertise community information sessions and other project information.

When drafting and sourcing approval for a fact sheet, please consider the following:

  • Is the fact sheet written in plain English and active voice?
  • Have the correct logos been included?
  • Is there a map, diagram or photo?
  • Have the correct contact details been included?
  • Does the fact sheet have a publication number?

Fact sheets on common project issues which are available to use include:

Click below for links to templates and tools:

Communication and Stakeholder Engagement Managers

Peta Gamon

Director, Corporate Communications

mob: 0448 411 964

email: Peta.GAMON@rms.nsw.gov.au

Tim Sinclair

General Manager, Customer Information and Digital

mob: 0475 818 065

email: Tim.P.SINCLAIR@rms.nsw.gov.au

Kandice Wright

Communications Manager – Motorways

mob: 0477 725 009

email: Kandice.WRIGHT@rms.nsw.gov.au

Melanie Stewart

Principal Manager, Corporate Communications

mob: 0476 826 601

email: Melanie.STEWART@rms.nsw.gov.au

Tanyia Tuckey

Principal Communication Manager – Southern Region

mob: 0477 719 948

email: Tanyia.TUCKEY@rms.nsw.gov.au

Krystle Gray

Principal Communication Manager – Hunter Region

ph: 02 9462 6274

mob: 0408 195 260

email: Krystle.GRAY@rms.nsw.gov.au

George Shearer

Principal Manager – Aboriginal Engagement

mob: 0438 546 506

email: George.SHEARER@rms.nsw.gov.au

Anthea Johnston

Principal Communication Manager - Sydney North

mob: 0476 823 106

email: Anthea.johnston@rms.nsw.gov.au

Jessica McLeod

Principal Communication Manager - Sydney West

mob: 0476 844 275

email: Jessica.mccleod@rms.nsw.gov.au

Mirjana Vidovic

Principal Communication Manager - Sydney South and East, Clearways

mob: 0439 738 860

email: Mirjana.vidovic@rms.nsw.gov.au

Nikki Edwards

Corporate Communications Manager

mob: 0459 807 795

email: Nikki.EDWARDS@rms.nsw.gov.au

Jennifer Travis

A/Communications Manager - Pacific Highway Program Office

mob: 0408 380 117

email: Jennifer.TRAVIS@rms.nsw.gov.au

eToolkit Project Manager

Josie Basilio

mob: 0475 833 339

email: Josephine.N.BASILIO@rms.nsw.gov.au

Branding

Amanda Dunne

mob: 0439 785 151

email: Amanda.DUNNE@rms.nsw.gov.au

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