Quick Start Guide Natural Gas Utilities

SECTION 02 : BUILDING YOUR PROGRAM

• Community Feedback and End-User Preferences –

Community concerns or knowledge gaps within your service territory

– Expectations of end users about receiving safety information from the utility (for example: firefighters expecting utility safety training or homeowners expecting information about protecting property or ensuring the safety of people in the home) – Research findings showing the type and frequency of communications at which different audience segments expect to receive safety materials

– Survey data showing communications channels and formats in which different audiences expect to receive safety information

• Utility Goals and Safety Commitment –

Alignment with key organizational safety aspirations and leadership commitments (for example: extending a “safety first” mindset to the general public in addition to employees)

– Alignment with utility call center, customer satisfaction, sustainability, and corporate social responsibility long-term goals