Communication at the heart of the social acceptability of a construction site

Projects in urban areas bring their share of nuisance to users and residents close to construction sites. Being transparent in communications addressed to them helps to alleviate frustrations and some of the demands can sometimes slow down the project.

By anticipating communications with users impacted by future work in their area, we make it easier for them to prepare for possible nuisances that could affect them while informing them of the mitigation measures that will be put in place to maintain their safety and quality of life. Thus, by avoiding the element of surprise that can lead to tension in relations with the community, and by presenting them with the possibility of dialogue with those executing the project through liaison officers, residents will have more cordial relations with the various stakeholders and will thus be more patient during the different phases of the work.

Taking into account the impacts that may affect residents and users does not mean that all impacts must be eradicated. Indeed, it would be unrealistic to think that a construction site located in a busy area such as downtown or a residential or commercial district does not generate any nuisance. Of course, these will be evaluated and mitigated as much as possible, but it must be borne in mind that the social acceptability of a project does not necessarily depend on the total absence of nuisance or impact, but on an effective transmission of information throughout the project to reassure users, give them the feeling of being listened to and understood and thus avoid claims that could harm the image of the project. By initiating dialogue and being transparent, it will be easier to make the affected public understand the merits of the work underway in their neighbourhood.

Communication therefore has a fundamental role in the progress and smooth operation of a project. The nuisance inherent in the work should not be ignored or minimized. It should rather be explained transparently and respectfully to open a cordial and productive discussion with the community.

What tools are needed to communicate well? See our article on the Five key elements for effective site communication.