Massachusetts Vehicle Check - Mass08 Management Module ...

Non-Commercial
Public Relations
Chapter 5 – Program Basics
Customer Relations and Complaint Handling
Good public relations is one of the most important functions in implementing emission
and safety inspection programs. The Commonwealth of Massachusetts’ regulations mandate
that motorists have an annual emission and safety inspection performed on their vehicles.
It is important for motorists to be well informed about the inspection process. When
there are changes to the program, analyzer messages and educational materials are distributed
to keep inspectors informed and to help them answer questions from the public.
Elements Of Good Public Relations
The responsibilities of good public relations and of providing the public with
information and services extends to all who are involved in the program: Agencies,
Contractors, and the Industry.
The following lists some of the elements required for implementing a successful
public relations campaign:
1. Public Education. Informing the public of the problem, the solutions and
reasons for implementing a specific solution.
2. Involving the public in the decision making process. This is accomplished by
holding public hearings, listening to motorists’ comments, etc., prior to
implementation of programs or changing requirements.
3. Open Communications. Keeping the public informed and providing them with
updates on the program.
Massachusetts Vehicle Check
Ch. 5 - 9