Live Program Communications (49)
Description:
Providing live program communications after launch helps keep RUC program participants informed and engaged. Key to this task is maintaining the website, public-facing frequently asked questions (FAQs), flyers that may be distributed on RUC, and any other customer-facing materials. Program communications also include announcing major events or program changes and providing media monitoring and crisis communications.
Details:
Live program communications include the following four elements:
- Maintenance of existing materials (website, FAQs, flyers, etc.). Keep materials current with program policies and advancements in technologies and communications practices.
- Announcement of events and activities. Announce new events, such as rate increases or program expansion, via various channels. Announcements to owners of the newly covered vehicles are especially important.
- Monitoring of media. Follow any media discussing the program.
- Crisis communications. Respond to major program issues.
If commercial and noncommercial RUC systems are implemented concurrently but administered separately, live program communications activities should be undertaken for both systems.
Primary Use:
Ensure the public is informed about the RUC program.
Best Practices/Lessons Learned:
- Plan communications ahead of time.
- Review all existing communications materials regularly (at least once a year) for currency and accuracy.
- Perform media monitoring and regularly refresh searches and sources to ensure that the agency is informed about how the program is portrayed in the media.
- Be ready to perform crisis communications if needed.
State Government Context and Assumptions:
This task is carried out by the implementing RUC agency.