Repairing and Maintaining Airport Parking Structures While in Use (2013)

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23 Communicating changes to the normal availability and wayfinding of airport parking to patrons has been proven to be effective in maintaining parkers’ loyalty in the face of changed conditions that may inconvenience them. Before and during airport parking structure maintenance and repair, parking managers can make use of a wide range of media, from traditional print and news outlets to electronic message boards and signage to e-mails and social media. Internally, the free flow of information among airport facil- ity managers, parking operators, airlines, airport tenants, and the community is also important in keeping the airport parking structure operation running smoothly during repair construc- tion and keeping parking patrons from experiencing a lower quality of service. CHARACTERISTICS OF AN EFFECTIVE PROGRAM Communication means and media are continually evolving; however, key elements in effective communication are the same (26, 27); and include targeting the appropriate audience with the appropriate means; making information available in a timely manner; and making information as simple, direct, and comprehensive as possible. Different audiences have different information needs. Infor- mation must reach external target audiences, including air- port users, visitors, and repair contractors (including their subcontractors); and internal audiences, including parking operators, airport managers and executives, employee repre- sentatives, and airport tenants. External parking customers are interested in the time and date of closure and re-opening of certain airport parking structures, available spaces, and directions to the interim parking facilities. The goal is to provide this information early and repeatedly so that the external customers can plan and adjust their schedule accordingly. Early communication should also be integrated with early planning for an alterna- tive parking program. Diverse communication means are needed to reach this broad audience: static and dynamic road signs, directional signs, TV or radio broadcasting, and the Internet, the airport webpage, and social media. How much advance communica- tion is needed depends on the nature and scope of the renewal. For example, Dallas/Fort Worth International Airport gives 30 days’ advance warning for parking areas where towing will occur. In addition, planning for information should be detailed, as these messages need to be simple, direct, and com- prehensive (27). If the message was not caught, or the inter- est not piqued, the audience will be lost. To the internal audience, the message is to be precise and focused. Commonly-used methods include phone calls, voice mails, e-mails, meeting minutes, interoffice memoranda, company intranet, letters, and announcements. In recent years, project-specific websites have been created and success- fully used to facilitate information sharing in construction projects. MEANS OF COMMUNICATION The following is a list of communication media and means that could be used by airport parking managers before and during airport parking structure repair to notify stakeholders of changed conditions (28): Traditional • Newspapers • Radio announcements (popular news/weather/traffic stations) • Intercom transmissions by airport (repeating announce - ments) • Meetings • Memoranda • Television news • Newsletters—internal and external. Signage • Posters inside airport facilities • Signage on approach ramps and roadsides • Digital and dynamic signage • Electronic monitoring and parking guidance systems (29, 30). chapter six COMMUNICATION

24 Internet • E-mails • Social media, such as Facebook, Twitter, LinkedIn, etc. • Websites. Based on survey responses, traditional means are more frequently used. Signage at the approach ramps or at the entrance gates is the next most common method of directing people to parking stalls during repair construction. There are many resources for preparing parking signage, such as the MUTCD (24) and ACRP Report 52, Wayfinding and Signing Guideline for Airport Terminals and Landside (25). Litera- ture suggests that it is preferable for airport parking signage to be consistent with MUTCD, as drivers are already familiar with the appearance and layout of standard roadway signage. Advanced parking management systems (29, 30) elec- tronically track and display the availability and location of open parking spaces, reducing the time required to locate a stall. Although this type of parking management system is relatively new and can be a significant capital expense, such systems have proven to be an effective tool in maintaining a high level of service when some parking areas are closed.