3.2.3 02 Audience-Centric Communication

Audience-Centric Communication / Region of Waterloo (Ontario)

To assist in the implementation of a new Work Management and Decision Support System, the Region Water Services Division considered decision-making and needs across the organization, and communicated asset management system needs to the Division based around the people that would use the system. The Region created targeted communication tools that reinforced the vision of how asset management might impact people within their various roles in the organization.

By involving people in their current roles as examples, the tools reinforced how asset management frameworks are integrated within their existing work processes and what roles they play within the asset management process. They also highlighted the benefits of the change and how it would impact individuals personally across the organization. As the asset management system evolves through continuous improvement, so too does the need to find effective methods of communication and engagement.