1. Informing People Through Outreach and Organization	Print Section 1C (565KB)
1.C - Providing Substantive Information and Establishing Methods of Communication 1.C.a - Mailing Lists 1.C.b - Public Information Materials 1.C.c - Key Person Interviews 1.C.d - Briefings 1.C.e - Video Techniques 1.C.f - Telephone Techniques 1.C.g - Media Strategies 1.C.h - Speakers' Bureaus and Public Involvement Volunteers	1. Introduction 1.A 1.B 1.C 1.D

1.C.a - Mailing Lists

What are mailing lists?

Computer technology has revolutionized the process of compiling and updating mailing lists—a staple of most public involvement programs. Simplicity, ease, flexibility, and speed now characterize the once-cumbersome process of maintaining and using collections of names of those affected by or interested in a project or plan—including organizations, residents, media, elected officials, abutters, agency personnel, interest groups, and others. Agencies use mailing lists throughout planning and project development to keep a thumb on the pulse of the community and other key people. Lists include addresses but may also include telephone and FAX numbers or other information to aid in contacting people in a variety of ways. Using mailing lists, a transportation agency reaches an audience with announcements of upcoming events, meeting invitations, newsletters, summary reports, and other information about its activities.

List size is affected by a number of factors, including stakeholder population and the scope of the project, study, or plan for which names are being collected. The Atlanta Regional Commission’s Family of Partners has 1,200 names. Some organizations maintain larger lists; Portland, Oregon, Metro’s list comprises 60,000 names. The Central Puget Sound Regional Transit Authority (RTA) retains an outside list-management firm to handle its large master list, while smaller, more frequently used lists are maintained in-house.

Why are they useful?

Mailing lists help an agency organize its public communications, particularly when lists are kept up-to-date on computer. New Jersey Transit, with approximately 1,000 names on its Monmouth–Ocean–Middlesex Counties mailing list, identifies names and addresses, group affiliation, municipality, county, facsimile number, and committee membership. It can assemble a mailing to specific groups or committees by using computerized search and sort capabilities. The master mailing list of the Portland, Oregon, Metro includes names gathered by several of its divisions. These lists are combined and sorted by computer to avoid duplicates when the agency wishes to contact the entire group.

Mailing lists demonstrate an agency’s outreach efforts. A large mailing list shows that an agency has tried to reach many people. A list demonstrates that an agency has worked diligently to justify funding for a project or to involve or interest the public in its work.

Mailing lists allow agencies to provide updated information quickly. As agencies become more active in reaching out to communities, people expect to receive continual updates on meetings.

Mailing lists can focus on a targeted group of people. Those most affected by a proposal want to receive information on an agency’s intentions and on the progress of the work. Special efforts should be made to include names of those who should be interested in what the agency is doing.

Computerization maximizes the flexibility and usefulness of mailing lists. From a database list, computers can generate mailing labels or customize the greeting in form letters. This “merging” of names with form letters allows personalization of each letter, rather than addressing a generic “Resident” or “To Whom it May Concern.” Computers generate lists and sort according to specific criteria, such as zip codes. They also facilitate updates of information.

Computerized mailing lists form records of persons an agency has contacted. They can contain information gleaned from sign-in sheets, phone-call logs, and correspondence. New Jersey Transit uses its list as a record of meetings and events attended by individuals, as well as of their individual issues and concerns.

Agencies analyze mailing list information to evaluate programs. Agencies examine the effectiveness of a public involvement program by comparing the names on its mailing list with the names of people who have responded or participated. Areas where the population has not responded can be targeted for special attention.

Do they have special uses?

Mailing lists provide an off-the-shelf pool of potential committee and task force members, particularly if they comprise names of people who have signed in at meetings, called in to a hotline, or expressed interest in an issue—in other words, people who may want to serve in an advisory capacity. (See Civic Advisory Committees; Collaborative Task Forces; Citizens on Decision and Policy Bodies; Hotlines.) In Georgia, the Atlanta Regional Commission (ARC)—a Metropolitan Planning Organization (MPO)—developed a Transportation Resource Bank of over 1,200 names of people who signed in at its planning meetings. For a subsequent major investment study, ARC contacted people on the list to develop a set of committee representatives with a variety of perspectives.

Agencies can reach all property owners who are affected by a project or program. New York State Department of Transportation (NYSDOT) uses tax maps to identify holders of property within a certain distance of a project. The DOT then sends them mailings about the project and associated hearings.

Mailing lists are used as a basis for surveys. Larger lists are better in this respect, since they take a larger sample of a population. Lists comprising registered voters provide a random sample, while lists of people who are interested in a project define a self-selected group. A survey to this type of group is still useful, since the respondents are more likely to be well-informed. However, such a survey should not be regarded as statistically valid (i.e., it does not represent the opinion of a representative sample of the population). (See Public Opinion Surveys.)

How are mailing lists compiled?

Agency staff develops a list of people who want to receive information. A small, active list of people begins the process and then grows over time as more people become involved. Additions to a list are often keyed into agency actions or specific milestones in a project or planning effort.

People get on a list by signing in at a meeting. People also participate when they phone in comments or suggestions to an agency, if the agency makes a record of the caller’s name and address. Agencies offer mail-in coupons in newsletters or local newspapers to encourage people to get information by joining the mailing list.

Mailing lists can and should be shared among offices within an agency and perhaps with other agencies and organizations. Outreach is enhanced as the number of names increases, and sharing information helps keep the costs of list maintenance reasonable. The Capital District Transportation Committee (CDTC)—the Albany, New York, MPO—has assembled lists from other groups, including New York State DOT, New York State Thruway Authority, freight industry organizations, the Women’s Transportation Seminar (WTS), the Institute of Transportation Engineers (ITE), the American Planning Association (APA), and Delta Nu Alpha (a fraternal organization of transportation professionals). For 10 projects along San Francisco’s waterfront, the City established a shared mailing list of more than 3,000 participants with interests of individuals coded by project.

How are they organized and maintained?

The most basic task is to assess needs and expectations for the list. What information does an agency want to distribute? What methods will be used to package the information? How frequently will the list be used? How much effort can be put into its maintenance? What resources are available?

A second step is to structure the information to be maintained. On computer, each individual’s information constitutes a separate record, which is organized in categories called fields. A basic set of fields might include:

• Name
• Street number
• Street name
• Post office
• State
• Zip code
• County
• Phone number
• Facsimile number

Optional information could include:

• E-mail address
• Occupation
• Household size
• Adults in household
• Affiliation (government official, interest group, etc.)
• Meetings attended
• Mailings sent
• Statements or other responses made
• Membership on committees
• Source of information if names are an assemblage of other mailing lists

Some fields may remain blank for some individuals. Most records include only names and addresses. A new field may be added at any time when a mailing list is used for a specific purpose, such as keeping track of attendance at a particular meeting.

A third step is to gather names and addresses. A variety of information-gathering methods allows an agency to reach a large portion of the population. Organizations use hotlines to build their mailing lists by having callers leave names, addresses, phone numbers, and other useful pieces of information. (See Hotlines.) Agencies might work with an organization that reaches most or all of the population via services such as motor vehicle registration, voter registration, tax returns, or utility billing. The Minnesota DOT cooperates with utilities to send mailings out via utility bills. Albany’s CDTC used the local phone book to identify stakeholders and interest groups for a survey of the freight community. The Portland, Oregon, Metro linked tax assessor’s information and addresses for all property owners in the region to its geographic information system (GIS). Metro uses this program to inform people within a specific geographic area, municipality, street, or census tract.

A fourth step is to enter the data onto the list. This is a continuous process as new people attend meetings or use hotlines, addresses change, or an agency takes steps to broaden its constituency. Again, computerization greatly facilitates this process. Albany’s CDTC and the San Diego Association of Governments send out return-mail postcards to people on its list. Recipients are asked to return the cards, updating the information if they wish to remain on the list. Those who do not return the card are dropped from the list, thus making it more cost-effective.

A fifth step is to use the list for mailings. A list can be printed out directly on envelopes or on labels for newsletters, announcements, and flyers. It can be merged with a form letter for personalized contact. Specialized lists may be developed from a master list by sorting the records according to a parameter within a single field. To conserve expenditures in agency staff time and energy, private services such as mailing houses can handle large mailings.

These steps constitute an ongoing process. As the list expands and changes, it can be reassessed for its value to the agency. New names and information are added to keep a list up-to-date. The Alaska DOT has kept a mailing list for 30 years. It includes members of the public but changes over time to reflect new elected officials and representatives from neighborhood and Alaskan native groups.

How are they used by agencies?

Agencies send out information in a variety of ways. General information, such as newsletters, meeting announcements, or invitations, can go out to an entire list. (See Public Information Materials.) When sending specialized reports and other documents, the Central Puget Sound RTA, the Southwest Pennsylvania Regional Planning Commission, the Atlanta Regional Commission, and Albany’s CDTC all sort their lists to target specific stakeholders. For a transportation improvement program, an agency may send a summary to an entire mailing list, along with a notice that the complete report is available, while sending the full document to a selected group.

Agencies disseminate information and keep a record of interested parties. Agencies can keep records of comments received as well as personal profiles. Records of comments give agencies access to the opinions of a segment of their constituents. The San Diego, California, Association of Governments uses its mailing lists to keep track of the memberships of over 40 committees.

Agencies maintain a master list, with subsets to contact on specific issues. Agencies add names collected during all outreach activities and sort the list for people interested in a particular issue for a targeted mailing. In Washington State, the Central Puget Sound RTA maintains a master list of all names and a priority list of people with a greater level of responsibility. If an agency is about to make a presentation to the governing body of a town, people from that town can be selected to receive notices or invitations.

Who leads?

Agency staff leads in setting up a mailing list. The effort of building and maintaining mailing lists is often significant and requires the support and commitment of an agency’s senior management.

Mailing lists need an organizer and caretaker to determine the fields to be included and to keep the list up-to-date. A skilled and creative clerical person with good computer skills and attention to detail can easily execute the work. Organizers of meetings and other public events can be enlisted to collect names and addresses of participants.

What are the costs?

Building and maintaining a large mailing list is a labor-intensive process that can be fairly expensive. Albany’s CDTC allocates about 5 hours per week to maintenance of its database (approximately 900 names). Additional time is needed during peak periods when a large number of names is received or if a large mailing is underway. The San Diego Association of Governments dedicates approximately 10–15 staff hours per week to administration of its list (approximately 11,000 names). A Portland Metro staff person dedicates virtually all of her time to maintaining its 60,000-name mailing list.

Mailing lists are labor-saving devices, particularly if computerized. They allow an agency to contact many people at one time with individualized letters or other materials. They save staff time on phone calls. A well-organized, computerized list simplifies clerical tasks related to correspondence, which can lead to a reduced clerical workload and an associated cost reduction.

Equipment requirements are fairly modest. Most data management software packages can run on a desktop computer and are available for under $300. Data storage is an issue if a list becomes especially large, but a large list can be stored on a computer’s hard drive or cartridge and backed up on floppy disks. Mailing labels or envelopes can be printed out on most standard printers.

Large lists incur significant mailing and printing costs, but there are economies of scale. A typical newsletter is cheaper to print after the first 1,000 copies. Bulk mail costs vary, depending on the number of pieces sent to each zip code. If an agency wants to blanket a community, newspaper inserts are a good alternative to bulk mailings. New Jersey Transit recently used newspaper inserts to distribute 50,000 newsletters to key communities in the Burlington–Gloucester major investment study area and 25,000 newsletters to its Monmouth–Ocean–Middlesex major investment study corridor. For smaller mailing lists, other options may be more attractive. Bulletins from San Francisco’s Bay Area Rapid Transit District (BART) reach a list of about 500–600 businesses via facsimile machines.

How are mailing lists used with other techniques?

A mailing list is a basic building block of a good public involvement program. It allows an agency to stay in direct touch with people who have an interest in its planning and projects. Used periodically throughout a process to distribute information, mailing lists require and contribute to a record of people interested in transportation.

Mailing lists are used to structure information from other techniques for gathering names. These include hotlines, other telephone logs, and communications logs. (See Hotlines.)

Mailing lists are used to send out newsletters or other publications. Newsletters, pamphlets, or other printed matter update people on the progress and major milestones of a project or planning process. Announcements of public meetings, open houses, and other events are facilitated by a well-maintained mailing list. (See Public Information Materials.)

Mailing lists are a basis for on-line contacts with participants. Kansas City, Missouri’s MPO, the Mid-America Regional Council, is developing its mailing list into a civic advisory network to reach people on the Internet as well as through postal services. (See On-line Services.)

Mailing lists help set up civic advisory committees or other groups. The New Jersey DOT, the Atlanta Regional Commission, and the Southwestern Pennsylvania Regional Planning Commission in Pittsburgh use mailing lists to look for potential members of Community Advisory Committees, focus groups, or ad hoc task forces. (See Civic Advisory Committees; Collaborative Task Forces; Focus Groups; Citizens on Decision and Policy Bodies.)

Mailing lists help in administering community surveys. Washington State DOT has used its mailing lists to distribute surveys. The Portland, Oregon, Metro mailed a survey to 400,000 people (60 percent of households in the metro area) and received 20,000 returns, a 5-percent response rate. As part of its Transportation Policy Plan Study, Pennsylvania DOT sent out a survey attached to its newsletter and received approximately 400 responses. It should be noted that mailing lists are usually not a statistically valid method of surveying. (See Public Opinion Surveys.)

Mailing lists help in setting up speakers’ bureaus. The Atlanta Regional Commission has used its mailing list to develop a speakers’ bureau that consists of a number of volunteers who meet with interested groups to discuss transportation issues. This “Family of Partners” (a concept also being explored by Georgia DOT) was developed using ARC’s list of meeting sign-ins. (See Speakers’ Bureaus and Public Involvement Volunteers.)

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