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ADOT customers Caltrans Channel Utilization Coefﬁcient communicate construction information communication and customer communication process concems construction bulletins construction conditions construction process construction project construction signs contractors contributed to customer customer satisfaction items decoding deﬁnes Department of Transportation effect on customer encoded Federal Highway Administration feedback ﬁve focus group foot-Lamberts future projects high occupancy vehicle improve construction communication improve customer satisfaction Improving communication increase customer satisfaction increase their satisfaction indirect communication channels inﬂuence kilopascals megagrams motorists Native American neighbors and friends newspapers poundforce predictor of customer project communication promotion of project public about construction radio reﬂect relationship between communication residents and businesses respondents relied respondents utilized rubberized asphalt safer driving decisions safety and satisfaction satisfaction and safety selective perception short tons signage signiﬁcant predictor source of construction sources of project Square kilometers standard deviations survey Table television three channels trafﬁc traﬁic U.S. Department waming wave workers zone safety