API RP-1162 Public Awareness –Public Opinion Survey

API RP-1162 Public Awareness –Public Opinion Survey

Overall Texas

June 25, 2010‒ Revised September 30, 2010

Research Objectives

– Track progress in communicating key natural gas pipeline safety information to the public.

– Offer statistically reliable assessments of the public’s awareness of natural gas pipelines in their area, knowledge of appropriate emergency and safety behaviors and awareness of utility safety communications designed to inform the public on appropriate safety actions.

– Provide actionable insights into how to enhance the existing outreach efforts to the public in order to meet the API RP 1162 stated goal of “continual improvement.”

2

Survey Methodology

• Telephone interviewing for 2006 took place between April 27 and May 21, while 2010 fielding took place between May 3 and June 10.

• A total of 1,476 surveys were conducted within state of Texas in 2006 and 1,802 were conducted in 2010. The All Texas region is defined as those counties served by Atmos, CenterPoint, Texas Gas and the remaining Texas counties outside of those service territories.

• On average, interviews lasted between 12 and 13 minutes, and contained both open-end and closed-end questions.

3

All Texas

2006 2010

1,476 1,802

Survey Methodology

– Regions from which sample was pulled were provided by participating companies representing their service presence. The Remaining Texas region was defined by counties not represented in the participating companies’ service regions. Phone numbers were then generated and sampled randomly within each region.

– Respondents were selected from the general public among heads of household 18 years of age and older.

– Sufficient numbers of interviews were conducted across each region to yield statistically reliable results.

– The margin of error for the overall sample at the 95% confidence level is ~+/-2%.*

– Survey respondents were given the option to conduct the survey in Spanish if requested or if a language barrier was present during initial phone contact.

– Final aggregate data was weighted proportionate to population.

4

[*Note: margins of error will shift across each question due to sample size and standard deviations]

5

Key Findings

Key Findings

• Recall of pipeline safety communications is up significantly from the last wave of research

– This includes mentions of “Call Before You Dig” as the main theme of those communications.

• There is some evidence of a narrowing of the gender gap with respect to pipeline safety knowledge, though significant demographic differences still persist.

• The public is also significantly more likely to mention dialing 811 as a basic safety rule prior to conducting any digging our excavating.

– Identification of 811 as the resource to turn to in order to identify underground pipelines increased from 0% in 2006 to 22% currently.

• Three quarters of residents report that would be likely to call 811 prior to conducting any excavating or digging on their property.

• Recognition of ways to recognize a pipeline leak are statistically unchanged from the last wave of research.

• While the telephone book remains the resource the Affected Public is most likely to turn to find the number to call in the event of a leak, the public is increasingly looking to their gas bills and the Internet as resources.

• While not universally accepted, the public continues to view calling 911 as the appropriate action to take in the event of a leak.

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General Awareness

Over Half the Public Reports Being Aware of Pipelines in Their Area—an Improvement over 2006.

8

Q3:To the best of your knowledge, do you know if there are any of these type of pipelines in operation in your area? [ASKED OF ALL RESPONDENTS]

Percent Reporting they are aware of Pipelines

As you may or may not know, liquid and natural gas pipelines are buried underground throughout the United States. Some of these are large pipelines that transport gasoline, crude oil, and natural gas across the country from refineries and collection areas, while others are smaller pipelines like those that deliver natural gas directly to homes and businesses in individual communities.

Significant Demographic Differences Related to Awareness

9


Percent Reporting they are aware of Pipelines

Gender Age Ethnicity

Demo.Male (A) Female (B) 18-34 (C) 35-54 (D) 55+ (E) White (F) Black (G)

Hispanic (H)

2006

% Aware61%B 44% 39% 54%C 55%C 58%GH 31% 33%

2010

% Aware63%B 49%* 43% 57%C 57%C 60%GH 36% 42%*

Education IncomeNatural Gas

Customer

Demo. H.S. or less (K)

Votech or Some Coll

(L)

Coll Grad+ (M)

Up to $20K (N)

$20K $40K (O)

$40K $75K (P)

$75K+ (Q)

Yes (R) No (S)

2006

% Aware43% 56%K 59%K 36% 52%N 53%N 67%NOP 56%S 48%

2010

% Aware46% 57%K 61%K 47%* 54% 53% 66%NOP 60%S 50%

Letters represent significant differences between categories.*Indicates a significant difference between 2006 and 2010.

Significant Demographic Differences Related to Awareness

10


Percent Reporting they are unaware of Pipelines



Hispanic (H)

2006

% Unaware39% 56%*A 61%DE 46% 45% 42% 69%F 67%*F

2010

% Unaware37% 51%A 57%DE 43% 43% 40% 64%F 58%F


Customer


Votech or Some Coll

(L)

Coll Grad+ (M)

Up to $20K (N)

$20K $40K (O)

$40K $75K (P)

$75K+ (Q)

Yes (R) No (S)

2006

% Unaware57%LM 44% 41% 64%*OPQ 48%Q 47%Q 33% 44% 52%R

2010

% Unaware54%LM 43% 39% 53%Q 46%Q 47%Q 34% 40% 50%R


An Increasing Proportion of the Public Believes That the Pipelines in Their Area Carry Natural Gas.

11

Q3A. And do you know if these pipelines in your area carry liquids like gasoline/crude oil, Natural Gas, or both ? [ASKED OF RESPONDENTS WHO ARE AWARE OF PIPELINES IN THEIR AREA]

*

*Indicates a significant difference between 2006 and 2010.

12



Hispanic (H)

2006

% Don’t know13% 21%A 21% 14% 18% 16% 20% 25%

2010

% Don’t know12% 25%A 26% 18% 18% 17% 31%F 22%


Customer


Votech or Some Coll

(L)

Coll Grad+ (M)

Up to $20K (N)

$20K $40K (O)

$40K $75K (P)

$75K+ (Q)

Yes (R) No (S)

2006

% Don’t know17% 16% 17% 25%PQ 18%Q 14% 11% 17% 17%

2010

% Don’t know21% 17% 18% 26%Q 19% 18% 15% 17% 20%

Demographic Differences Evident Among Those Unsure of the Type of Pipelines in Their Area

Percent Reporting they don’t know what types of pipelines are in their area1

Q3A. And do you know if these pipelines in your area carry liquids like gasoline/crude oil, Natural Gas, or both ? [ASKED OF RESPONDENTS WHO ARE AWARE OF PIPELINES IN THEIR AREA]

Letters represent significant differences between categories.1No significant difference between 2006 and 2010.

Seeing Signs Identifying the Presence of a Pipeline Continues to be the Predominate Way the Public Knows that Pipelines are in Their Area

13

Q4. And, being as specific as you can, how do you know that these pipelines are in your area? [OPEN-END, PROBED FOR TWO MENTIONS]

Mentions of less than 5% not included

*

*

*

*

*


Awareness is Generated in a Range of Ways Outside of Direct Communications

• “I seen them and I seen maps that show it.”

• “Seeing signs from they are buried.”

• “We have a lot refineries in our area.”

• “One is on my property, this is oil country.”

• “My husband worked for them for years.”

• “Talk about it at community meetings.”

• “I’ve seen them digging them and putting them, I’ve seen the oil well being dug and there is always signs that are up that there is a gas line there.”

14

Q4. And, being as specific as you can, how do you know that these pipelines are in your area? [OPEN-END, PROBED FOR TWO MENTIONS]

Explosions/Fire Dominate Dangers Associated with Unintended Gas Release

Q5. As far as you know, what would be the danger associated with an unintended release of natural gas from a pipeline? [ASKED OF ALL RESPONDENTS; OPEN-END AND PROBED FOR TWO MENTIONS]


16



Hispanic (H)

2006

% Don’t know8% 11%*A 12%D 8%* 10% 8% 16%F 19%*F

2010

% Don’t know7% 7% 9%D 4% 8%D 6% 10% 9%


Customer


Votech or Some Coll

(L)

Coll Grad+ (M)

Up to $20K (N)

$20K $40K (O)

$40K $75K (P)

$75K+ (Q)

Yes (R) No (S)

2006

% Don’t know14%*LM 6% 6% 15%PQ 10% 8% 7%* 9%* 11%

2010

% Don’t know10%M 8%M 4% 10%Q 9%Q 7%Q 3% 6% 8%

Demographic Differences Play a Role in Predicting the 1 in 10 Respondents Who Report They Do Not Know the Dangers Associated with a Leak

Percent Reporting they don’t know what dangers are associated with a pipeline leak

Q5. As far as you know, what would be the danger associated with an unintended release of natural gas from a pipeline? [ASKED OF ALL RESPONDENTS; OPEN-END AND PROBED FOR TWO MENTIONS]


The General Public Recognizes Key Ways to Identify an Unintended Gas Leak.

17

There are several different ways that an unintended release of natural gas might become noticeable to someone. For each thing I mention, please tell me yes or no, if that sounds like an indication of an unintended release of natural gas. If you’re not sure, just let me know. [ASKED OF ALL RESPONDENTS]Q6C. An unusual smell or odor near a pipeline

Unusual Smell

The General Public Recognizes Key Ways to Identify an Unintended Gas Leak cont.

18

There are several different ways that an unintended release of natural gas might become noticeable to someone. For each thing I mention, please tell me yes or no, if that sounds like an indication of an unintended release of natural gas. If you’re not sure, just let me know. [ASKED OF ALL RESPONDENTS]Q6A. An unusual hissing, whistling or roaring sound occurs near the ground

Unusual Hissing

*


The General Public Recognizes Key Ways to Identify an Unintended Gas Leak cont.

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There are several different ways that an unintended release of natural gas might become noticeable to someone. For each thing I mention, please tell me yes or no, if that sounds like an indication of an unintended release of natural gas. If you’re not sure, just let me know. [ASKED OF ALL RESPONDENTS]Q6B. Vegetation over or near the pipeline appears to be dead or dying for no apparent reason

Dead or Dying Vegetation

But Not All Ways are Equally Recognized

20

There are several different ways that an unintended release of natural gas might become noticeable to someone. For each thing I mention, please tell me yes or no, if that sounds like an indication of an unintended release of natural gas. If you’re not sure, just let me know. [ASKED OF ALL RESPONDENTS]Q6E. Dirt blowing from the ground

Dirt Blowing

*


…and Frozen Ground is the Least Recognized Way to Identify a Natural Gas Pipeline Leak.

21

There are several different ways that an unintended release of natural gas might become noticeable to someone. For each thing I mention, please tell me yes or no, if that sounds like an indication of an unintended release of natural gas. If you’re not sure, just let me know. [ASKED OF ALL RESPONDENTS]Q6D. Frozen ground near a pipeline during warm weather

Frozen Ground

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Demographic Differences in Recognition of Natural Gas Leaks are Similar in 2006 and 2010.

Hissing Dying Vegetation Smell Frozen ground Dirt Blowing

2006 2010 2006 2010 2006 2010 2006 2010 2006 2010

GenderMale (A) 87%B 88%B 72% 71% 91% 90% 55%B 55%B 79%B 78%B

Female (B) 82% 84% 71% 70% 89% 91% 35% 34% 59% 64%

Age

18-34 (C) 85% 85% 74% 73% 89% 92% 44% 41% 62% 65%

35-54 (D) 88%E 90%E 71% 72% 90% 93%E 51%E 47% 73%C 74%CE

55+ (E) 83% 83% 72% 70% 90% 90% 40% 44% 69% 69%

Ethnicity

Caucasian (F) 88%GH 89%GH 74%GH 72% 92%GH 92%GH 45% 44% 72%GH 73%GH

Black (G) 68% 78% 59% 69% 82% 87% 35% 44% 50% 62%

Hispanic (H) 77% 79% 62% 68% 82% 86% 43% 41% 57% 61%

Education

H.S. or less (I) 79% 79% 70% 71% 87% 88% 42% 45% 66% 65%

Votech or Some Coll (J) 90%I 87%I 75% 74% 93%I 92%I 47% 46% 74%I 73%I

Coll Grad + (K) 88%I 90%I 70% 69% 91% 93%I 45% 42% 69% 72%I

Income

Up to $20K (L) 75% 76% 66% 69% 86% 85% 39% 42% 58% 62%

$20K -<$40K (M) 82%L 82% 72% 72% 89% 89% 41% 44% 70%L 66%

$40K -<$75K (N) 90%LM 89%LM 74%L 75%L 92%L 92%L 49%LM 43% 76%L 73%L

$75K + (O) 90%LM 91%LM 68% 70% 93%L 96%LMN 51%LM 47% 74%L 75%LM

Natural Gas Customer

Yes (R) 83% 84% 69% 68% 90% 92%S 41% 42% 66% 69%

No (S) 87%R 88%R 73% 74%R 90% 89% 48%R 46% 72%R 73%R

Q6A-Q6E There are several different ways that an unintended release of natural gas might become noticeable to someone. For each thing I mention, please tell me yes or no, if that sounds like an indication of an unintended release of natural gas. If you’re not sure, just let me know. [ASKED OF ALL RESPONDENTS]

Letters represent significant differences between categories.1No significant difference between 2006 and 2010.

Percent Reporting danger associated with leak1

Notably, Mentions of “Call Before You Dig” as a Basic Safety Rule with Regard to Natural Gas Pipelines Has Increased Significantly in the State of Texas.

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Now let’s consider what people can do to prevent any problems with unintended releases of natural gas or damage to natural gas pipelines Q7. As far as you know, what are some of the basic safety rules with regard to natural gas pipelines? [ASKED OF ALL RESPONDENTS; OPEN-END AND PROBED FOR TWO MENTIONS]

Mentions of 5% and less not included

*

*

*

*

*


24



Hispanic (H)

2006

% Don’t know16%* 24%*A 23%D 16%* 23%*D 19%* 27% 29%F*

2010

% Don’t know13% 16%A 17% 12% 16% 13% 25%F 17%


Customer


Votech or Some Coll

(L)

Coll Grad+ (M)

Up to $20K (N)

$20K $40K (O)

$40K $75K (P)

$75K+ (Q)

Yes (R) No (S)

2006

% Don’t know25%*M 20%*M 15% 27%PQ 23%Q 18% 13% 19%* 22%*

2010

% Don’t know20%LM 15% 11% 20%PQ 18%Q 13% 10% 14% 16%

Percent Reporting they don’t know basic safety rules with Regard to natural gas pipelines

Demographic Differences With Regard to Those Unsure of Basic Safety Rules

Now let’s consider what people can do to prevent any problems with unintended releases of natural gas or damage to natural gas pipelines Q7. As far as you know, what are some of the basic safety rules with regard to natural gas pipelines? [ASKED OF ALL RESPONDENTS; OPEN-END AND PROBED FOR TWO MENTIONS]


The General Public is Now Equally as Likely to Call 911 as Their Local Gas Utility in the Event of a Natural Gas Leak

25

Q8. Who would you call in the event of a natural gas leak? [ASKED OF ALL RESPONDENTS; OPEN-END AND ACCEPTED UP TO TWO MENTIONS]


*


The Telephone Book Remains The Most Frequently Cited Resource to Turn to in

Order to Locate the Number to Call in the Event of a Leak—However This is a

Significant Decline, While the Gas Bill and Internet are Significantly Increasing.

26

Q9. Where would you look to find this number? [ASKED OF ALL RESPONDENTS; OPEN-END AND ACCEPTED UP TO TWO MENTIONS]


*

*

*


The General Public Continues to View Calling 911 as the Proper Action to Take in the Event of a Leak

27

Q10. As far as you know, is it considered correct or incorrect to call 911 if you think there is a natural gas leak? [ASKED OF ALL RESPONDENTS]

28

Few Respondents have Contacted Someone Due to What they Thought was Dangerous or Suspicious Activity Around a Pipeline—Though the Proportion has Increased Significantly Since 2006.

Q11. Have you ever contacted anyone due to what you thought to be dangerous or suspicious activity occurring around a natural gas pipeline? [ASKED OF ALL RESPONDENTS]

*


The Vast Majority of Residents Have Not Yet Called 811 Prior to Boring, Excavating or Digging.

29

Q11A. Have you ever called 811, the national “call before you dig” phone number or your state’s One Call phone number before beginning any digging, excavating or boring on your property?[ASKED OF ALL RESPONDENTS]

30



Hispanic (H)

2006 % Yes

19%B 15% 11% 20%C 16% 18%H 12% 10%

2010 % Yes

25%*B 14% 9% 25%*CE 18%C 21%G 10% 17%*


Customer


Votech or Some Coll

(L)

Coll Grad+ (M)

Up to $20K (N)

$20K $40K (O)

$40K $75K (P)

$75K+ (Q)

Yes (R) No (S)

2006 % Yes

12% 16% 22%LK 17%OP 8% 10% 17%OP 21%S 12%

2010 % Yes

13% 19%K 23%K 13% 10% 20%*NO 29%*NOP 19% 19%*

Percent Reporting they have called 811 before digging


Q11A. Have you ever called 811, the national “call before you dig” phone number or your state’s One Call phone number before beginning any digging, excavating or boring on your property? [ASKED OF ALL RESPONDENTS] (Trended with Q15 data from 2006)

Demographic Differences of Those who have called 811 Before Digging.

Yet most report they would be likely to do so in the future prior to conducting any digging, excavating or boring on their property.

31

Q11B. How likely would you be to call 811 or your state’s One Call number in the future before beginning any digging, excavating or boring on your property?[ASKED OF RESPONDENTS]

The General Public Recognizes a Range of Markers That Indicate Pipelines are in the Area—Though One In Five Report They are Unsure as to Pipeline Indicators.

32

Q12. As far as you know, what types of signs or other markers are used to indicate whether or not there are natural gas pipelines in the area? [ASKED OF ALL RESPONDENTS; OPEN-END AND PROBED FOR TWO MENTIONS]

Mentions of 5% and less not included

*

*

*


33



Hispanic (H)

2006

% Don’t know15% 30%A 27% 22%* 21% 19% 25% 38%*FG

2010

% Don’t know13% 27%A 29%D 15% 23%D 19% 22% 26%F


Customer


Votech or Some Coll

(L)

Coll Grad+ (M)

Up to $20K (N)

$20K $40K (O)

$40K $75K (P)

$75K+ (Q)

Yes (R) No (S)

2006

% Don’t know29%LM 17% 20% 35%OPQ 25%PQ 18% 16% 23% 22%

2010

% Don’t know27%LM 18% 18% 33%OPQ 21%Q 19% 14% 21% 20%

Recognition Differences are Again Driven by Demographics

Percent Reporting they don’t know what signs or markers exist

Q12. As far as you know, what types of signs or other markers are used to indicate whether or not there are natural gas pipelines in the area? [ASKED OF ALL RESPONDENTS; OPEN-END AND PROBED FOR TWO MENTIONS]


A Significant Increase in Mentions of “Dial 811” are Seen in 2010 with Respect to the Public’s Understanding of What They Should do to Determine Where Underground Pipelines are Located

34

Q13. What should you do to determine where there are underground pipelines and utilities before doing any excavation or digging near where you live? [ASKED OF ALL RESPONDENTS; OPEN-END AND PROBED]


*

*


35



Hispanic (H)

2010 % Dial 811

24%B 19% 33%E 27%E 16% 22%G 13% 22%G


Customer


Votech or Some Coll

(L)

Coll Grad+ (M)

Up to $20K (N)

$20K $40K (O)

$40K $75K (P)

$75K+ (Q)

Yes (R) No (S)

2010 % Dial 811

19% 22% 22% 13% 20%N 24%N 27%NO 19% 24%R

Percent Reporting “dial 811” to determine where underground pipelines and utilities are

Letters represent significant differences between categories.

Q13. What should you do to determine where there are underground pipelines and utilities before doing any excavation or digging near where you live? [ASKED OF ALL RESPONDENTS; OPEN-END AND PROBED]

Demographic Differences Related to “Dial 811” to Determine Where Pipelines and Utilities are Located.

Overall, the Public is Still Uncertain as to Whether Calling 811 is Required by Law.

36

Q15A. As far as you know, is it a suggested practice or a law that you call 811 or your state One call number before you do any digging, excavating or boring on your property? [ASKED OF ALL RESPONDENTS]

37

Safety Communications

Recall of Pipeline Safety Communications Has Increased Significantly in the State of Texas Since 2006.

38

Q16. Within the past year have you read, seen, or heard any communications related to natural gas pipeline safety? [ASKED OF ALL RESPONDENTS]

Percent Recalling Safety Communications within the Past Year

*


39



Hispanic (H)

2006 % Yes

26% 27% 22% 29% 28% 29%H 24% 15%

2010 % Yes

31%* 30% 22% 31%C 31%C 33%*H 29% 24%*


Customer


Votech or Some Coll

(L)

Coll Grad+ (M)

Up to $20K (N)

$20K $40K (O)

$40K $75K (P)

$75K+ (Q)

Yes (R) No (S)

2006 % Yes

24% 32%K 28% 18% 24% 30%N 34%NO 28% 26%

2010 % Yes

25% 31%K 34%*K 24% 25% 33%NO 36%NO 34%*S 26%

Percent Reporting they have read, seen, or heard communications related to natural gas pipeline safety within the past year


Q16. Within the past year have you read, seen, or heard any communications related to natural gas pipeline safety? [ASKED OF ALL RESPONDENTS]

Demographic Differences Related to Awareness of Pipeline Safety Communications.

However, respondents generally cannot recall the sponsor of the natural gas pipeline communications

40

Q17. And, who was the sponsor of that communication? That is, what company or organization was responsible for bringing you that information? [ASKED OF RESPONDENTS WHO RECALL PIPELINE SAFETY COMMUNICATIONS]

*

** Response added in 2010.*Indicates a significant difference between 2006 and 2010.

Among Those Who Do Recall Communications, the Majority Recall Seeing the Communications on Television—nearly identical to 2006.

41

Q18. Where did you read, see, or hear this information — that is, was it in a printed brochure or newsletter in the mail, radio messages, television messages, on the Internet or someplace else? [ASKED OF RESPONDENTS WHO RECALL PIPELINE SAFETY COMMUNICATIONS; PROBED FOR UP TO THREE MENTIONS]


“Call Before You Dig” Stands Out as the Main Message Recalled From Communications—and Has Significantly Grown in Mentions Since the Last Wave of Research.

42

Q19. And being as specific as you can what would you say were the main messages or topics in the communications? [OPEN-END, ASKED OF THOSE WHO RECALL PIPELINE SAFETY COMMUNICATIONS]

*

*

*

*

*

*


43

Among Those Who Recall Communications, Most do not Pass Along the Information

Q20. And did you pass any of this natural gas safety information on to others, either in your household or in your community? [ASKED OF THOSE WHO RECALL PIPELINE SAFETY COMMUNICATIONS]

44

Q21. Using a 0-10 scale with 0 meaning not at all useful and 10 meaning very useful, how would you rate the usefulness of the information on natural gas safety? [ASKED OF THOSE WHO RECALL PIPELINE SAFETY COMMUNICATIONS]

The General Public Who Recall Safety Communications Considers the Information The Receive on Natural Gas Safety More Useful Than They Did Four Years Ago.

Mean Performance rating on 0-10 scale

*


45

The General Public has Few Suggestions for How to Make the Communications Better

Q22. What would make this type of information better? [ASKED OF THOSE WHO RECALL PIPELINE SAFETY COMMUNICATIONS]


*

*


Approximately 1/3 of Respondents Give Low Ratings on Pipeline Companies Overall Educating the Public About Pipeline Safety—though performance is up slightly from 2006.

46

For the following question, I would like you to rate pipeline companies overall in your region, using a 0-10 scale where 0 means performs very poorly, 10 means they perform very well, and five means they perform neither poorly nor well. You can use any number from 0-10. Now, using this 0-10 scale, how would you rate them on…….. Q23A. Educating you about liquid and natural gas pipeline safety information. [ASKED OF ALL RESPONDENTS]


Mean – 5.0 Mean – 5.2

9-10

6-8

5

0-4

DK/REF

*


Ratings on the Industry’s Efforts to Provide the Public with Information on What to do in the Event of a Pipeline Emergency are Slightly Higher.

47


Mean – 5.5 Mean – 5.7

9-10

6-8

5

0-4

DK/REF *

For the following question, I would like you to rate pipeline companies overall in your region, using a 0-10 scale where 0 means performs very poorly, 10 means they perform very well, and five means they perform neither poorly nor well. You can use any number from 0-10. Now, using this 0-10 scale, how would you rate them on…….. Q23B. Providing you with the information you need to know about what to do if you encounter a pipeline leak or emergency.[ASKED OF ALL RESPONDENTS]


The Public Also Feels That Pipeline Companies Can Do a Better Job Informing Them About 811.

48

For the following question, I would like you to rate pipeline companies overall in your region, using a 0-10 scale where 0 means performs very poorly, 10 means they perform very well, and five means they perform neither poorly nor well. You can use any number from 0-10. Now, using this 0-10 scale, how would you rate them on…….. Q23C Advising you on calling 811 before digging, excavating or boring [ASKED OF ALL RESPONDENTS]


Mean – 5.3

9-10

6-8

5

0-4

DK/REF

49

Location of Lines and Safety “Dos and Don’ts” are the Most Frequently Cited Themes with Respect to Additional Information the Public Would Like to Receive From the Industry.

Q24. Being as specific as you can, what types of information would you be most interested in receiving about safety around pipelines? [ASKED OF ALL RESPONDENTS; OPEN-END AND PROBED FOR SPECIFICS]


*

*

*

*

*


50

Q25. And, what is the best way to provide you with that information? [ASKED OF ALL RESPONDENTS ACCEPTED UP TO 14 MENTIONS]

The Public Continues to Favor Direct Mail as the Means of Providing them with Safety Information—However a Preference for the Internet has Grown Significantly.


*

*


51

The Gas/Pipeline Company Continues to be Considered the Most Credible Source for Pipeline Safety Information

Q26. People like you often get their information from a variety of sources. For you personally, what individuals or organizations would be the most credible sources to provide you with information about pipeline safety? [OPEN-END, ASKED OF ALL RESPONDENTS]


*

*


52

Observations & Recommendations

How does the State of Texas Current Performance Match up with API RP 1162 Communications Metrics?

53

Attribute Measures Change from 2006 to 2010

Improvement/Decline

Outreach

- Recall receiving safety information 24% → 29% *

- Recall “Call Before You Dig” as main message 30% → 45% *

Knowledge

- Aware of pipelines in area 49% → 54% =

- Aware pipelines carry natural gas 42% → 48% =

- Believe unusual smell related to a leak 90% → 91% =

- Believe unusual hissing related to a leak 85% → 86% =

- Believe dead/dying vegetation related to a leak 71% → 69% =

- Believe dirt blowing related to a leak 69% → 72% =

- Believe dirt frozen ground to a leak 44% → 42% =

- Don’t recognize pipeline signs or markers 23% → 21% =

- Believe calling One Call is the law 44% → 45% =*Indicates a significant difference between 2006 and 2010.

How does the State of Texas Current Performance Match up with API RP 1162 Communications Metrics?

54

Attribute Measures Change from 2006 to 2010

Improvement/Decline

Behavior

- Cite call before you dig as basic safe rule 18% → 25% *

- Calling 911 proper action to take in event of leak 79% → 80% =

- Would call 811 prior to digging (Question added in 2010) 0% → 75% =

- Pass safety information on to others 40% → 41% =

Outcomes

- Contacted someone due to suspicious behavior around a pipeline 11% →18% *

Attitude

- Rating of information usefulness 7.9 → 8.4 *

- Rating of industry on educating public on pipeline safety information 5.0 → 5.2 =

- Rating on industry proving information on what to do in the event of a leak 5.5 → 5.7 =*Indicates a significant difference between 2006 and 2010.

Strategic Implications

• Recall of safety information has improved, demonstrating that Texas’s efforts to get communications in front of residents has gained some momentum. However, recall of safety communications still has significant room for improvement.

– As pipeline safety issues are not top-of-mind for most of the public, frequency of the communications messages has a great deal of importance. Written communications are the preferred method to deliver pipeline safety messages to the public.

– Seek opportunities to include 811 and brief pipeline safety messages printed on customer bills (or separate bill inserts) to further increase the frequency of safety messages reaching the public.

• Roughly one-in-five Residential respondents remain unclear as to the signs and markers that indicate an underground pipeline. Communications efforts to this audience should focus on providing enhanced graphic depictions of the markers of underground pipelines to aid residents in becoming increasingly familiar with these signs.

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• While the majority of customers believe it is appropriate to call 911 in the event of a leak, agreement is not universal. Safety communications should continue to promote 811/One-call contacts to customers prior to digging, although these efforts should also emphasize the need for customers to contact 911 immediately in the event of a pipeline emergency.

• Residents predominantly report that the phonebook would be their resource of choice when looking to locate the number to call in the event of a pipeline leak. Texas may wish to consider targeted placement of advertising, both up front in the phone book and under the utilities listing to ensure residents have a quick and easy reference to use when looking to quickly find an appropriate contact number.

– Residents are increasingly reporting they would turn to the internet as a source of pipeline safety information. Consider the development of an internet strategy to up the frequency of safety related communications without significant cost increases. This may include the collection of email addresses (which are likely already available through online bill pay customers or perhaps through bounce-back reply cards attached to the bi-annual ROW mailings) that could serve as a database for sending out safety communications via the internet. Consideration should also be given to the growing prominence of social networking websites like Twitter and Facebook as an opportunity to allow utilities to regularly post safety messages as well as monitor the dialogue between customers pertaining to pipeline safety concerns and information needs.

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• Because pipeline safety is not a top-of-mind concern, communications must be personally relevant to the general public audience.

– Strengthening a focus on the fact that 811 is the law can serve to make these communications more personally relevant to residents.

– Images used on the front of mailings and mass media communications should make an emotional connection early on, drawing an immediate connection between pipelines and why they are important to residents. Messages should remind residents up front as to why pipelines are vital to the quality of life of community members and then move into discussions of the importance of safe behaviors around pipelines.

• Seek opportunities to sponsor low-cost events that can provide an opportunity to generate unearned media coverage as an additional way to keep pipeline safety top-of-mind. This could include activities such as sponsoring an “8-1-1 Fun Run” which could potentially be covered by local media or placing safety logos such as the 811 icon on local sports areas/fields that may be picked up during local sports coverage.

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• Communications must acknowledge that notable demographic differences that exist within the general public with respect to pipeline safety knowledge.

– Lengthy written communications are more likely to resonate with the most educated audiences and fail to appeal to lower educated segments of the public.

– Imagery is an important tool in communicating key safety information (like 811 and pipeline markers) and should be prominently displayed on communications.

– Language in communications should be simple and stay away from industry jargon in order to connect with groups across the range of education levels.

– Information should be presented in an easy to read layout, supplemented with visuals and bulleted or enhanced text where possible. Given the volume of themes that are required to be communicated, this may involve shortening the text in the communications, while increasing the frequency (for example sending mailings once per year, focusing on separate themes each year).

– Visuals should strive to be inclusive and relevant to the target audiences. Imagery must resonate with women and ethnic populations to portray that the information being presented is important for them and their families.

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• The pipeline industry operates with safety as a primary principle in every day operations. The same daily focus should be present with respect to approaching safety communications. Every contact the public has with the pipeline industry is an opportunity to educate. Utility IVR systems and hold messages should reinforce quick, simple pipeline safety messages, service trucks should prominently display 811, field service representatives should be armed with wallet sized business laminated business cards or refrigerator magnets with simple safety messages and contact information that they can distribute to the public during interactions.

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Respondent Profile

Gender Distribution of Respondents

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QB. Gender by observation

Natural Gas Customer

62

Q1. Do you currently use natural gas in your home?

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Education Distribution of Respondents

63

QD7. What is the last grade of school you completed? [ASKED OF ALL RESPONDENTS]

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Age Distribution of Respondents

64

QD2. In what year were you born? [ASKED OF ALL RESPONDENTS]

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Ethnicity Distribution of Respondents

65

QD3. Most Americans consider themselves White, Black, Hispanic, Asian or something else. How do you classify yourself ? [ASKED OF ALL RESPONDENTS]

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Income Distribution of Respondents

66

QD8. Which of the following income groups includes your TOTAL FAMILY INCOME in 2009 before taxes? [ASKED OF ALL RESPONDENTS]

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Language Other than English Spoken in Home

67

QD4. Is another language besides English regularly spoken in your home? [ASKED OF ALL RESPONDENTS]

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Of Those Respondents whom Speak Another Language at Home, the Majority Speak Spanish.

68

QD5. What is this language? [ASKED OF RESPONDENT WHO HAVE A SECOND LANGUAGE SPOKEN IN THEIR HOME]

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…However, Few Would Prefer to Receive Safety Information in That Language

69

QD6. Would your household prefer to receive natural gas safety communications in that language in your home? [ASKED OF RESPONDENT WHO HAVE A SECOND LANGUAGE SPOKEN IN THEIR HOME]

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Date post:	02-Feb-2016
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API RP-1162 Public Awareness –Public Opinion Survey

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