Project Communication and Community Relations for the Town of Victoriaville

Project communication: equipping, informing, and involving

Building trust with the community and involving citizens in local construction and revitalization projects requires precise and well-adapted communication strategies and tools.

Throughout this mandate, Intervia developed a comprehensive and detailed communication plan designed to anticipate potential challenges, define objectives aligned with Victoriaville’s core values, and implement a coherent and effective communication strategy to achieve them.

The resulting strategy enabled the creation of tailored communication tools, adapted to each audience, project, and context while maintaining overall consistency. By streamlining and harmonizing communication across all worksites, information could flow more easily between the population and project stakeholders alike, leading to better coordination and stronger citizen engagement.

Consistency also applied to content, which had to remain transparent to sustain public trust. By proactively informing citizens of each project’s purpose and its short, medium, and long-term benefits, the Town was able to strengthen both community involvement and social acceptability.

Field engagement: The key role of the liaison officer

To meet the objectives outlined in the communication plan, an Intervia liaison officer was deployed on site. This presence strengthened the Town’s efforts in communication, consultation, and community relations. Having a single point of contact to receive and track citizen requests proved invaluable amid multiple concurrent infrastructure projects, providing residents with human and personalized support.

The liaison officer coordinated with project stakeholders to implement actions addressing community needs in terms of safety, mobility, and nuisance management, while ensuring that overlapping projects did not conflict with one another, helping anticipate and resolve potential issues early on.