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Module 5
How to Handle
Public Comment
Introduction
How to Solicit Public Comment
How to Process Public Comment
Samples
How to Handle Public Comment
What is public comment?
Public comment is a valuable source of information
that can be divided into several categories:
Community needs and attitudes
These comments are used to identify community
needs and issues which must be addressed in project
development.
Local government and/or agency requirements
Requirements are used to define the parameters of
acceptable project solutions. Although the general
public does not define the parameters for specific
projects, public comment can influence policy for
defining parameters.
Ideas
Ideas received from the public are used to develop
potential solutions to transportation needs and/or
possible refinements to project concepts.
Feedback
The public’s feedback is used to determine if the
proposed project will meet community needs.
Why is it so important to handle public comment?
The FDOT’s mission is to provide transportation facilities and services for Florida’s
citizens and visitors. Never assume that you know what is best for the project
community.
Active solicitation and incorporation of community comments will go a long way toward
establishing public trust and the FDOT’s credibility with the community.
Page 5.1.1
Introduction
How to Solicit Public Comment
The methods used to solicit public comment can be separated into two categories:
DIRECT CONTACT and INDIRECT CONTACT. Each category encompasses a full range
of techniques that can be used depending on the kind of information needed, the
information source(s), and the time frame within which you need the information.
STEP 1 - Determine WHAT, WHO and WHEN.
•
•
•
What information is needed? Do you need general information and ideas,
or do you need answers to very specific questions?
Who has the information? Is it the general public? A more targeted
focus group? Or specific individuals?
2.2.1-3
When is the information needed?
STEP 2 - Consider the two methods of
soliciting public comment.
DIRECT CONTACT - Face-to-face or one-on-one
communication:
•
•
•
Provides reliable information through direct
unfiltered comments;
Allows for direct, immediate interaction with
the public; and
Builds public trust and credibility
with the project community.
INDIRECT CONTACT - Written or electronic communication:
•
•
•
Allows more time for well thought-out comment
and reaction;
3.4.1-3
4.2.1-2
3.5.1-2
Provides the public a non-threatening
environment for submitting unfavorable
comments; and
Reaches a broader audience.
STEP 3 - Select the most appropriate method
for your project.
STEP 4 - Consult the “TECHNIQUES MATRIX”
to focus your plan.
5.2.2
Page 5.2.1
How to Solicit Public Comment
Techniques Matrix
Use the answers to questions asked on the previous page to help determine what
communication technique (or techniques) will best obtain the public input that you need.
Who
Indirect
Direct
4.2.1-2
3.4.2-3 and 3.5.1-2
Breakout Group Discussions
Surveys
Focused Comment Forms
Website Surveys
If general
responses are
needed, use:
Direct Observation
Open Discussion
Court Reporters/Scribes
Web Sites with an E-mail Link
General Comment Cards
Automated Answering Services
If specific
responses are
needed, use:
Roundtable Discussions
Customized Surveys
Focused Comment Forms
If general
responses are
needed, use:
Open Discussion
Scribes
General Comment Cards
If specific
responses are
needed, use:
One-on-One Interviews
Telephone Interviews
Direct Mail Requests
Personalized Surveys
One-on-One Discussions
Telephone Discussions
General Comment Cards
If specific
responses are
needed, use:
Large Groups
Small Groups
Individuals
If general
responses are
needed, use:
Page 5.2.2
How to Solicit Public Comment
How to Process Public Comment
Careful processing of public comment is critical to maximize the Department’s
responsiveness to the community. This diagram demonstrates the overall flow of public
comment processing. Individual steps are detailed on the following pages.
Page 5.3.1
How to Process Public Comment
Step 1: Collection
Comments may be collected in a variety of ways. Survey
forms may be collected during transportation fairs and
following project meetings, or they may be received by
mail. Individuals may submit comments by letter or by
telephone at any time during the project.
Step 2: Documentation
5.4.1
The following information should be recorded for every public comment that is collected:
Date
The date a comment is received is important
for documenting the evolution of a project. It
also establishes a benchmark for timely
response.
Comment
The substance of the comment is critical for
responding in an appropriate manner. Ask
the person submitting the comment for
clarification if necessary.
Name, Address & Telephone Number
This information is optional. However, it will
not be possible to respond or clarify questions
without it.
Tracking Number
Tracking numbers are used to ensure that comments do not get lost during project
development and subsequent commitment/compliance phases. They can be
especially useful for projects on which large volumes of comments are anticipated.
Step 3: Analysis
All comments must be analyzed to
determine the appropriate response.
Initially, the comments should be
separated into four categories: general,
procedural, substantive, and other.
Substantive comments must then be
categorized by project phase (i.e., previous,
current or future). These categories are
defined on the following pages.
Page 5.3.2
How to Process Public Comment
Substantive
These are comments which relate directly to project development.
Examples: “I think XYZ should be the FDOT’s highest priority.” “I like typical section
XYZ.” “Are you going to close my driveway?” “How much of my property will
be needed for the project?” or “How long will the road be closed during
construction?”
These comments require further analysis. Answering the following question will help
determine the type of response:
Can the comment can be addressed during the current project phase, has
the issue already been decided in a previous project phase, or will it have
to be deferred to a future project phase?
Response:
Current project phase
Respond to these comments with a postcard acknowledging their interest in
the project. Include a brief description of what action is being taken to
address their comment and when they can expect resolution. Continue
analysis to determine if the comment can be incorporated into the project
concept as described in STEP 6.
Previous project phase
Respond to these comments with a letter acknowledging their interest in the
project. Include a brief synopsis of the project history, explaining the
decisions which have been made at an earlier time. Provide information on
how to become involved in current and/or future project decisions (if
appropriate).
Future project phase
Respond to these comments with a letter acknowledging their interest in the
project. Include a brief explanation of the future project schedule, including
when this decision will be made, and that the comment will be passed
forward. Then be sure to document the comment as described in STEP 2.
General
These are comments which are directly related to the project, but do not require a
detailed response.
Examples: “The Project Team is doing a great job!” or “I am opposed to the project.”
Response:
Respond to these comments with a letter acknowledging their interest in the
project.
Page 5.3.3
How to Process Public Comment
Other
These are comments which are beyond the scope of the subject
project. They may relate to another FDOT project or be
completely outside the sphere of FDOT’s influence. However,
careful consideration of the comment may reveal issues
which need to be addressed during project development. The
second of the following examples reveals a concern (possibly
communitywide) for park space and a potential opposition
to any park-related project impacts!
Examples: “There is a big pot-hole on ABC Road” or “The City
needs to build more parks.”
Response:
These comments should be “distributed” to the appropriate FDOT
department (in the first example, Maintenance) or transferred to the
appropriate non-FDOT respondee (in the second example, the City).
Respond to these comments with a letter acknowledging their interest
in the project; include an explanation of how the comment has been
distributed or transferred. Then be sure to implement the
“DISTRIBUTION & TRACKING” process described in STEP 5 for in-house
distributions.
Procedural
These are comments which are related to the public involvement process.
Examples:
“I’ve moved. My new address is ____.” “I
would like to get a copy of XYZ map.” or “It
was difficult to find the meeting room.”
Response:
Respond to these comments with a letter
acknowledging their interest in the project,
along with information regarding what
action has been/will be taken (e.g., “We have
updated our mailing list.” “A copy of the map
is enclosed.” or “We plan to provide better
signs for our next meeting.”).
Page 5.3.4
How to Process Public Comment
Step 4: Acknowledgment
Always acknowledge public comments as soon as possible - a reasonable goal is within ten
working days of receipt. This acknowledgment may serve as the only response to general
comments that do not require any special effort to address. However, comments that
require detailed information or feedback may take some time to analyze and research.
These comments should be acknowledged using a “Comment Acknowledgment” card or
letter. The substance of the comment will dictate what is appropriate. Remember: the
public can wait for an answer as long as they know their comment was received,
acknowledged and will be considered.
5.4.2-3
Step 5: Distribution & Tracking
Comments which do not relate to the current project must
be distributed to other FDOT departments for further
processing. It is the project manager’s responsibility to
track the comment from the time of receipt through
resolution, ensuring that an adequate response is provided
to the public. This step is critical for building credibility
with the project community.
5.4.4
It is important to note that some comments may
require distribution to multiple departments to ensure a complete answer to all issues.
The use of comment tracking numbers can facilitate the tracking process through
commitment/compliance.
Step 6: Incorporation
1.2.2
All comments which are directly relevant to the
current project phase should be considered for
incorporation into the overall project decisionmaking process. Cross functional communication between
FDOT departments may be necessary to resolve key issues.
For design details that do not affect the function and/or
safety of a project, the community’s preferences should be
incorporated into the project, when feasible.
Careful analysis of public ideas may lead to innovative
solutions that address the community’s needs without
compromising the FDOT’s goals.
Consider all comments in a positive light - Ask:
“How can I incorporate this comment?”
instead of
“How can I find a way around this comment?”
Page 5.3.5
How to Process Public Comment
Step 7: Response
5.4.2
All comments that require detailed information or
feedback must be answered as soon as possible. Be
sure to provide a complete answer which addresses all
issues submitted in the comment; include an
explanation of any research or analysis that forms the
basis of the answer; and provide additional information
on how they can continue to be involved in the
decision-making process (if appropriate).
Responses must also be provided to those comments which were distributed to other
departments for resolution (refer to STEP 5).
The other department may choose to
respond to the comment directly or prefer to
provide information back to the project
manager. Regardless of the situation, it is
always the project manager’s responsibility
to ensure that an adequate and timely
response is provided.
Note: This step does not apply to general
comments that do not require any special
effort to address; the acknowledgment
provided in STEP 4 has already served
as the response.
Step 8: Sharing
1.2.1
Compile a synopsis of comments received on
the project and their resolution. Update the
synopsis after major comment-generating
events (e.g., a survey or public meeting).
Share this information with the project
community in the form of a newsletter or project fact sheet. This establishes
FDOT’s credibility and verifies the value of public comment.
3.4.1
3.4.3
This compilation of comments and responses will ultimately serve as an
excellent record for future project phases, as well as provide the documentation required
by the Federal Highway Adminstration on certain projects.
Page 5.3.6
How to Process Public Comment
Sample Comment Log
The following is a sample form that could be used for RECORDING public comments:
Comment Log:
Page 5.4.1
Resolution
Actual
Response Date
Promised
Response Date
DecisionMaking Office
Date
Referred
Comment
Date
Acknowledged
Name &
Address
Tracking
Number
Date
Received
Project Name/Description/Numbers
Any County, Florida
Samples
Sample Letter
The following letter could be used to ACKNOWLEDGE or RESPOND to public comments:
FDOT Letterhead
November 30, 1997
Ms. Mary Jones
23 Second Avenue
Maintown, FL 32222
Re:
project information to be
included on all comment
documentation
YOUR COMMENT OF NOVEMBER 23, 1997
Widening of SR XX from CR YY to SR ZZ
Project Identification Number:
Any County, Florida
Dear Ms. Jones:
personalize
Thank you for attending the public information workshop held on November 23, 1997 for the subject
project.
General Comments:
“I appreciate you interest in the project and encourage you to contact me if you have any
questions or suggestions on the project. I can be reached at (___) ___-____.”
Procedural Comments:
“We have updated our project mailing list to reflect the address change provided.” “A copy of
the map you requested is enclosed.” or “We plan to provide better signage for our next
meeting.”
Substantive Comments:
“We have developed a [some refinement of the project plan or concept] in response to your
concerns.” “Although we appreciate your concerns regarding [issue], our [type of detailed
analysis] indicates that we cannot implement your suggestion due to [reason].”
Other Comments:
“FDOT is unable to resolve the [issue] since this is outside our jurisdiction; however, we have
forwarded your comment to [the appropriate external respondee].”
Thank you for expressing your interest in this matter. We look forward to working with you in the
future.
Sincerely,
suggested responses to be
included in the body of the
acknowledgment letter
Jane Smith
Project Manager
Page 5.4.2
Samples
Sample Acknowledgment Card
The following is a sample postcard that could be used to ACKNOWLEDGE public comments
which need further research.
Project Name/Description
Project Identification Number:
Any County, Florida
personalize
Dear Mr. Smith :
Thank you for your recent comment regarding the
above referenced project. We are currently evaluating
this issue and will provide more information by
[DATE]
Track this date. If no response is available by
date promised, send a follow-up letter to explain
_______________
Project Manager
Page 5.4.3
Samples
Sample Tracking Form
This is a sample form which could be used to TRACK public comments which have been
DISTRIBUTED to other departments for resolution:
Project Number:
Project Manager:
Comment Date:
Tracking Number:
Referred to:
Name:
Phone Number:
Department:
Response Date:
Comment(s) Summary:
attach
copy of
written
comments
Resolution:
Response Summary:
attach copy
of letter or
telephone
memo
Page 5.4.4
Samples
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