Electronic Boards for Road Works Messaging Guide
At National Highways, we care about every journey and everyone living or working near to our roads. Delivering great customer experiences is everyone’s responsibility. We are dedicated to increasing customer satisfaction, so our customers recognise us as a caring, responsible, and trusted organisation.
To help us achieve this, we now have the Electronic Boards for Roadworks (EBRWs) guide.
The implementation of EBRWs represents a significant advancement in how project teams communicate with road users during construction activities on the Strategic Road Network (SRN). The aim of this guide is to provide a comprehensive resource for all Project teams that outlines best practices for the effective use, monitoring, and updating of EBRWs. Unlike traditional portable variable message signs, EBRWs are designed to offer a more innovative and user-friendly approach to information dissemination during roadworks.
This guide will support project teams in crafting messages that not only inform but also aim to enhance the travel experience, by addressing the decline in customer journey satisfaction. By leveraging electronic signage and relatable messages, EBRWs can effectively communicate the reasons for roadworks, provide timely updates, and helping to reduce the frustrations of roadworks for our road users.
Project teams should actively monitor customer feedback through various channels, including:
Using Intelligence for Message Drafting:
Armed with this intelligence, collaborate with communication partners to draft effective messages.
Adhere to the principles outlined in our guidance, considering factors like message length and sentiment.
Craft messages that resonate with our audience, ensuring clarity, empathy, and alignment with our KPIs / goals.
Approval Process for New Messages:
1) Engage with Communication Partners and Leads:
• Project teams should actively involve their communication partners and Programme / Customer Leads during the message development phase.
• Seek input, feedback, and alignment to ensure effective messaging.
2) Proposed Message Agreement:
• Once a proposed message has been refined and agreed upon, it’s time for the next step.
3) Approval from MP Customer Services and Stakeholders Division (MP CSSD):
• The project team must seek formal approval from MP CSSD Director
• Email your proposed message to [email protected]
• Ensure that your communication partners and Programme / Customer Leads are on board with the request.
In addition, a library of approved messages is being developed. This will contain all messages that have been used during the trials and will include those that project teams will develop, so that future projects may be able to use them as they need.
At National Highways, we care about every journey and everyone living or working near to our roads. Delivering great customer experiences is everyone’s responsibility. We are dedicated to increasing customer satisfaction, so our customers recognise us as a caring, responsible, and trusted organisation.
To help us achieve this, we now have the Electronic Boards for Roadworks (EBRWs) guide.
The implementation of EBRWs represents a significant advancement in how project teams communicate with road users during construction activities on the Strategic Road Network (SRN). The aim of this guide is to provide a comprehensive resource for all Project teams that outlines best practices for the effective use, monitoring, and updating of EBRWs. Unlike traditional portable variable message signs, EBRWs are designed to offer a more innovative and user-friendly approach to information dissemination during roadworks.
This guide will support project teams in crafting messages that not only inform but also aim to enhance the travel experience, by addressing the decline in customer journey satisfaction. By leveraging electronic signage and relatable messages, EBRWs can effectively communicate the reasons for roadworks, provide timely updates, and helping to reduce the frustrations of roadworks for our road users.
Project teams should actively monitor customer feedback through various channels, including:
- ECHO: Keep an ear out for what our customers are saying through ECHO, which provides valuable insights into their experiences and concerns.
- Customer Audits: Regularly review customer audits to understand their perspectives and identify areas for improvement. These audits offer a comprehensive view of customer interactions and sentiments.
- Correspondence Received: Pay attention to direct correspondence received from customers. Emails, letters, and other forms of communication provide firsthand accounts of their needs, preferences, and pain points.
- Social Media: Monitor social media platforms where customers share their opinions, complaints, and praises. Social media channels can provide real-time feedback and trends.
Using Intelligence for Message Drafting:
Armed with this intelligence, collaborate with communication partners to draft effective messages.
Adhere to the principles outlined in our guidance, considering factors like message length and sentiment.
Craft messages that resonate with our audience, ensuring clarity, empathy, and alignment with our KPIs / goals.
Approval Process for New Messages:
1) Engage with Communication Partners and Leads:
• Project teams should actively involve their communication partners and Programme / Customer Leads during the message development phase.
• Seek input, feedback, and alignment to ensure effective messaging.
2) Proposed Message Agreement:
• Once a proposed message has been refined and agreed upon, it’s time for the next step.
3) Approval from MP Customer Services and Stakeholders Division (MP CSSD):
• The project team must seek formal approval from MP CSSD Director
• Email your proposed message to [email protected]
• Ensure that your communication partners and Programme / Customer Leads are on board with the request.
In addition, a library of approved messages is being developed. This will contain all messages that have been used during the trials and will include those that project teams will develop, so that future projects may be able to use them as they need.
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