ECF Case Studies: Melbourne Airport

Read below excerpts from Shantelle O’Riordan, detailing her experience providing communications and engagement support at Melbourne Airport.

Community Pop Ups

During the first few months of my 12-month secondment with Melbourne Airport, I have helped deliver three successful community pop ups. All pop-up locations will see further impacts with the development of the third runway, should it receive approval. The communities we have spoken with are very interested in understanding more about flight paths and noise impacts as well as the status of the airport rail project.

Hello Lamp Post Project

Melbourne Airport engaged Hello Lamp Post to develop a virtual community assistant to answer queries about its major projects, namely third runway, airport rail and Naarm Way roads. The virtual assistant will form a key part of the airport’s engagement toolkit as it embarks on a decade of significant development which will cause disruption across the precinct.

There’s been a significant improvement in the conversation in the last month, confirmed by the outcome of our recent team testing session internally and with support from our IT team. Further tweaks will be required throughout June to ensure the conversation nuances are accurate in all languages. Once we are happy with the updated conversation, we will host an external testing session with our new Advocates for Aviation Growth Committee (AAGC).