Perhaps the most significant changes to note are improved communication, greater accountability and transparency.

Communication between parties always improves expectations and performances, not only on the job, but also in just about every relationship people have. HB500 improves communication by mandating that excavators use white to premark excavation sites. While HB500 doesn’t specifically say when to use white, the proposed PRC Rules & Regulations 18.60.5.10B(1) NMAC requires the excavator to premark standard ten day excavations (except for extreme rural areas) in white. 18.60.5.13A NMAC also states that the excavator shall mark in white with the intent to improve communication between the excavator and the spotter. The proposed rule also reads, “In assessing administrative penalties for violation of the Excavation Damage Law, NMSA1978, and this rule, the commission will consider whether and how well an excavator marked a proposed excavation site.” 18.60.5.10A(2) NMAC requires an excavator not only to notify NM811 of a dig request, but also to submit an excavation locate request to each non-member Underground Facility Owner (UFO). A non-member UFO is specifically defined as non-jurisdictional entities (Indian Reservations, Military Reservations, etc.) and residential homeowners. That means an excavator will be expected to notify affected homeowners and other entities and give them time to spot their privately owned facilities. This is a major cultural change and will require excavators to change how they currently schedule homeowner jobs. When this rule is enacted, the PRC will have to step up communication efforts and enforcement participation to get behaviors changed. 18.60.5.15A NMAC improves communication by also requiring the UFO to notify the excavator of the status of any locate request. The proposed rule finally puts New Mexico in a position to have true positive response in place. NM811’s clear registration system is being offered to help document the status of tickets and NM811 will not charge for its use when the rule goes into effect. It will be free service to encourage people to use the system to communicate ticket status. HB500 and the proposed rule 18.60.5.16A NMAC now requires the excavator to not only report excavation damages to 911 if appropriate and the UFO, but also to report the incident immediately by telephone to NM811. NM811 will create a damage ticket to notify the UFO and the Pipeline Safety Bureau and this ticket will automatically create a case file of the incident in DRETS, which the Pipeline Safety Bureau will investigate. The mere fact that damages are now reported immediately, rather than 30-45 days after an incident, will greatly improve the state’s ability to investigate and determine culpability for every incident. This is a marked improvement over previous years. Additionally, all stakeholders will be able to electronically submit information into the case file for the investigator to consider, including items such as pictures, witness statements, affidavits, drawings, recordings of the phone conversations with the one-call operator, plans, schedules, letters and anything that can be scanned to support their version of what happened that led to an incident. This improved communication will make it easier and quicker for the investigator to understand the issues surrounding any incident and where a conflict of information exists; the investigator will determine through his or her own findings what actions are necessary to successfully resolve the case under state law.

DRETS will also improve accountability among the various stakeholders because the system will track the outcome of every incident and the data will be available to the public. The data will be analyzed to determine trends and issues to be addressed to improve damage prevention. The data will be searchable by locations, by excavator, by facility owner, by root cause and a whole host of other variables and can be retrieved by anyone. The data will provide a clear history of any company’s experiences, either good or bad. The history will also collaborate or condemn what people say regarding incidents. This is a track record that is not only available to stakeholders, but is also available to claims management folks, courts and legislative persons who also have a keen interest in damage prevention and public safety. Over time, DRETS will be the report card that tells how well New Mexico damage prevention efforts are doing at the state level and also at the individual level and all other levels in between.

It is the transparency of the DRETS database that will ultimately keep behaviors in check. The data will collaborate on everyone’s performance, more so than what anyone says about their own performance. Factual data is available to anyone who wants it, and it could well be just what the general public is seeking in order to correct unwanted behaviors or unwanted consequences of unsafe digging practices, laws or persons. The court of public opinion will prevail in the long run.

Because there is so much change occurring, we can expect some confusion about the processes and who is responsible. In an effort to get the facts out to the public so abuses will not occur, NM811 and the Pipeline Safety Bureau are currently developing media-based tools to help people become familiar with all the changes. NM811 has entered into a contract with the New Mexico Broadcaster’s Association for over 10,000 radio and TV spots in New Mexico in 2012. Our goal is to educate the public on the rules and responsibilities and remind everyone to call 811 before they dig. Both NM811 and the Pipeline Safety Bureau are committed to working with all stakeholders to ensure everyone has a smooth transition to the changes.

2012 should prove to be an exciting year for everyone. By working together we can improve damage prevention in New Mexico, provide for an orderly change in behaviors, and help each other to be better at what we do. Damage prevention is a shared responsibility.

A note of caution: While HB 500 is now law, the proposed PRC Rules and Regulations before the PRC have not been adopted and the final wording and context could change from what is currently filed. The Commission is in the process of hearing comments on the proposed requirements and will make a final determination following the next public hearing.

The Damage Reporting & Enforcement Tracking System has been implemented. Training materials and classes are currently being developed and will be available this spring. Be sure and sign up for a username and password. Classes will be offered on how to use the system. To obtain a user name and password fill in the registration form at www.nmprc.state.nm.us. For a schedule of classes, call NM811 at 505-260-1165.

The Board of Directors of NM811 has been holding hearings on the proposal to change the dues billing method to a new process. The board is seeking to level what members pay in the future and ensure that members’ dues are fair and equitable without any subsidization occurring from one class to another. The new allocation method would basically allocate a member’s portion of the dues as a percentage of the approved budget based on historical tickets. New members would pay the average cost of a ticket transmission until a history is established. The key to maintaining low cost membership dues will be to manage the number of ticket transmissions you receive. NM811 is offering assistance to members during the transition period.

NM811 held its open house on December 16, 2011. Over a hundred people were in attendance to see the new facilities and the improved functionality and reliability. A catered lunch was provided to all in attendance. Tours were given of the main facility and also of the backup pill box.

The 2011 customer survey results are in and NM811 was rated with an overall customer satisfaction level of 96%. The results are down from our high last year of 98% but above our goal of 95%. Customer satisfaction remains a priority with NM811 and the board has set goals for improving the mapping, web ticket processing and advertising programs. The board is also going to develop a long range plan to determine how and when NM811 will adhere to all the CGA Best Practices and PHMSA’s nine elements. Ticket quality, accuracy and customer service are hallmarks of our ISO 9001:2008 certification and we will continue to focus on these areas because we understand that is what our customers want and deserve.

NM811 has signed a contract with the New Mexico Broadcaster’s Association (NMBA) guaranteeing over $200,000 worth of radio and TV advertising with over 10,000 spots during the 2012 calendar year. NM811 will only pay $50,000 for this effort, and we are turning to our members to help us fund the program. There are several bundled options for members to choose from. The least expensive is $2,000 and you get all $200,000+ affidavits from the radio and TV stations, which can be used to show your supplemental API-1162 advertising requirements. The most expensive bundle adds to the NMBA program four ¼ page ads in the NM811 magazine and 50 spots per day on our digital sign being installed on Eubank at our new office (37,000 cars per day). The magazine and the digital sign can contain your company logo. This bundle is only $3,335. Everyone we talk to says getting 10,000 spots for $2,000 is a no brainer. If you want to participate you had better hurry. More than half of the slots are filled already. Contact Heidi Aragon at 505-254-7315 for more details.

In 2009, CWA developed an online survey. Using a database provided by NMOC, email invitations were sent out to 299members whose email was supplied on the database. Of those members, 36 completed the survey. The 100 members who had no emails listed in the database were called and, if agreeable, were asked the survey questions via phone. The answers were then entered directly into the online survey so they could be tallied. A total of 96 surveys were completed, equating to a 24%survey response rate. In 2010, 296 emails were sent to members inviting them to take the survey, which was streamlined to make it more user-friendly. After follow-up calls were made, a total of 199 surveys were completed, totalling a 36% response among NMOC’s members. This year, 332 emails were sent to members. After follow up calls were made, we ended up with150 completed surveys, equalling a 45% response rate.

Member Survey Report
The survey was helpful in assessing overall member satisfaction with NMOC. The majority of members gave NMOC either “Excellent” or “Good” marks in meeting their expectations in the categories provided.

When asked what they thought the most pressing issue NMOC should focus on was, little more than a fifth said “nothing.”

Comments by the rest of the respondents focused on a variety of different issues. This year’s main concerns dealt with public education (up almost 8% from last year); accuracy in mapping and in marking; enforcement of excavation laws; and damage prevention (up 3% from 2010).

NMOC member satisfaction continues to climb. When asked if there are any improvements they would make to the way NMOC operates, 81.5% said no, up from 77% last year. Although “Mapping” and “24/7 Accessibility” are still mentioned more than other issues, they only represent 3% of the comments. The remainder of the comments deal with a variety of different issues, some very specific to the individual who was answering the survey questions.

What is the most pressing issue NMOC should be focused on?
We asked members what they thought was the most pressing issue NMOC should focus on. A total of 134 people (89% of the respondents) responded to this question.

Public Education was again the most pressing issue overall, up almost 8% from last year, with 31% of respondents mentioning it specifically. The percentage of respondents who mentioned Accuracy in Mapping and/or Marking as the most pressing issue did not change, but Safety and Damage Prevention increased by 5% to 8.5%. Those concerned with 24/7 Accessibility decreased by 1.5%. From one-third of the respondents last year who mentioned various other issues as the most pressing, a little over one-fifth of the respondents had miscellaneous concerns this year. Another fifth did not identify any issue.

Lastly, we asked members to comment on where they saw a need for improvement. More than three quarters saw no need for any improvement at all. The rest mentioned a variety of individual concerns, with “mapping” garnering the most with five mentions.

Excavator Survey Report

Overall, customers appear to be very satisfied with the organization’s services. The vast majority, or 90% of those surveyed stated that their experience with NMOC was either “Excellent” or “Good.”

The majority of those who responded still use the phone exclusively or almost always to call in ticket requests. Nearly one quarter, or 24% now use the website to generate a ticket; of those, 15% do so exclusively or almost always. Just 4% still always use the fax to send a request. The trend continues to point to more use of the website to generate tickets. A number of comments indicate that the website has improved in the past year, but there are still a few users who have issues with the amount of space allocated for entering directions on the form itself. Call-ins to operators are still the preferred method of placing requests, and always seem to be used if the request is urgent or an emergency.

Wait times to speak to an operator remain steady at under five minutes, and the majority of responders found that time reasonable. The number of calls that last more than five minutes on hold continue to decrease, down to 7.5% from last year’s 10%. Only 7% found their wait times unreasonable.

A total of 175 customers left comments about issues they thought could be improved, and several topics recur enough to merit some attention; 1) Mapping continues to be the largest issue for most respondents, almost always in the rural sections of the state, and 2) There are several issues with operators and their ability to answer questions accurately, but many of these seem to be connected to mapping and addressing problems in rural areas. As was the case in 2010, most of the concerns mentioned can be addressed by more thorough communication with NMOC customers, whether by email blasts or newsletters, or by U.S. mail.

Articles in the NM811 magazine can address some of these concerns as well. In summary, the survey offered a positive feedback from NMOC’s customer base, as well as identification.

In 2011, nearly 90% of customers had an excellent or good experience with NMOC. Another 6.5% said their experience was fair (many of those customers were new and had not yet had much experience with NMOC).

Slightly more than 70% of the members surveyed stated that they requested tickets exclusively or almost always by calling in and speaking to an operator, down 5.5% as more customers turn to the website to enter requests. Another 5.5% call in sometimes. Twice as many customers as in 2010 now hardly ever or never use the phone to request a ticket. Only 3% of the respondents gave answers that were not applicable.

Only 4% of respondents said they use the fax to request tickets all or most of the time (up 2% from 2010). Another 3.5% use the fax occasionally. A vast majority (89%) of respondents, no longer use, or rarely use the fax to request tickets. The remaining 1% of those surveyed did not answer the question or gave inappropriate answers.

Nearly one-fifth, or 17.5% of the respondents, said they always or almost always use the website to request tickets, a 2.5% increase from 2010. Last year 9% used the web occasionally–this year 6.5% use it. Again, the trend points to more web use as customers get used to the process. Slightly less than three-quarters of customers surveyed never or hardly ever use the website to request tickets. The remaining 3% did not answer the question appropriately.

More than three-quarters of the respondents said their wait time was 5 minutes or less; 7.5% said they waited 5 to 10 minutes, and only 3.5% said they waited more than 10 minutes. Wait times of 5 minutes or less continue to hold fairly steady since last year. The remainder of those surveyed either said they did not call in, left a comment, or left the question blank.

Just 26 of the 363 respondents said their wait time was unreasonable;19 people left the question blank; and 27 people checked “other” and left a comment–many of those indicated they never called.

This sign was designed to be seen. It is so bright you can see it in the daylight and has a full 70 square feet of space to tell your story. When the New Mexico 811 board of directors determined to build their new facility at 1021 Eubank Blvd. in Albuquerque, part of their plan was to create a highly visible message board to promote calling before you dig.

The next time you are in Albuquerque, drive by and take a look at their new headquarters and they’ll be pleased to give you a tour. However, if you don’t have time to stop in and say “Hi,” you’ll want to take a look at the newest sign in New Mexico committed to reminding everybody to work together to keep New Mexico a safer place to live and work!
Give them a call today and learn how to take advantage of this great member benefit.

Within the last few years, ADH realized the need to help small water systems map their infrastructure. ADH along with its partners proposed the rural water mapping system to EPA. EPA funded the project and is treating it as a pilot project with the potential of expansion to additional states. ADH and EPA understand the need for GIS & GPS for system management that helps the rural water systems with emergency planning, asset management and long range planning.

System mapping involves a four-step process of system assessment, data collection, mapping of mains, and implementation & training. The initial step involves a brief telephone interview/assessment concerning the water system to determine the proposed project schedule for the specific water system. The data collection process starts with water system employees locating all infrastructure to reduce time spent in the field collecting data. After the system has located all infrastructure, Magnolia River’s GIS/GPS Specialists, along with a water system employee, collect sub-foot-accuracy GPS data and populate the data fields with information. The data fields for the SIMI project include size, type, a unique identifying number, and the asset description.

Once field data collection is complete, Magnolia River maps main from a variety of resources. Digitization begins with available paper maps, as-builts or preliminary drawings of the system. Since paper maps and drawings are usually out of date or inaccurate, Magnolia River uses a variety of techniques to insure that high accuracy maps are produced in a cost-effective manner. In many cases within water systems, there are usually one or two employees who have a strong knowledge of the locations of the systems assets. Magnolia River realizes this and uses all resources including verbal communication with the employee(s) while digitizing mains and extracting spatial and descriptive information concerning system assets. Magnolia River then takes all the data and draws/digitizes the lines from the info collected into a single useable format. Essentially, Magnolia River takes the information from the knowledgeable employee’s “mental map” and records it in a GIS.

The final step involves Magnolia River staff producing and implementing a useable map along with providing training and documentation to the water system users. Magnolia River uses all available data from the State of Arkansas’s GIS geostor website which includes two-meter resolution or better color aerial imagery, road layers, lake layers, and if available parcel data. When Magnolia River has finished implementing the water system the customers have a useable, printable map of all assets included in the water system. Finally, Magnolia River provides training to the rural water systems to properly use the mapping system.

Magnolia River is currently working on year four of the contract with an estimated 75 rural water systems to be mapped by the end of year. Due to the success of the project on multiple levels, and the need for more accurate system mapping, additional funding has been awarded to the program and Magnolia River.

LEARN MORE:
For more information please visit www.magnolia-river.com or contact Dale Jobes via email (dale.jobes@magnolia-river.com) or phone 1-855-MAG-RIVER.

Pipelines are a critical component of our nation’s energy infrastructure. They safely and reliably transport 25 percent of the country’s total energy consumption that is delivered to more than 70 million United States consumers.

“In general, pipelines are the safest means of transportation out there,” said Al Davis, who has been in the pipeline industry since 1977. This is not just a bold statement, but a fact backed up by the National Transportation Board statistics which indicate that pipelines are indisputably the safest way to transport natural gas and other energy products both for the public and the environment. Admittedly one of the factors for this safety is federal regulation. He said, “As an industry, we are one of the most regulated out there.”

Transmission pipelines are rigorously regulated by three federal agencies including the Department of Transportation’s Pipeline and Hazardous Materials Safety Administration (PHMSA), the Federal Energy Regulatory Commission and the Transportation Security Administration’s Pipeline Security Division. As part of the regulatory process, pipeline personnel regularly check for visible signs of leaks or corrosion during regular aerial and foot patrols, use special equipment to inspect and clean the inside of pipelines, and test valves and gas samples to identify early signs of corrosion.

Today, with the regulatory standards and technological advances that allow companies to monitor pipelines 24 hours a day from state-of-the-art facilities, serious pipeline incidents are increasingly rare. According to statistics from the Interstate National Gas Association of America, incidents have decreased 30 percent in the past 20 years while the amount of gas delivered has increased by 30 percent.

However, no matter how much has changed since the first lines were built more than 150 years ago, accidents do happen and there are steps that can be taken to prevent them.
“Anytime you are disturbing soil, contact your one-call center,” Davis said. “Talk with the pipeline companies before doing any work near a pipeline, particularly in a pipeline right-of-way. All of us are willing to come out and work with you.”

Safety of Pipeline Right-of-way
A pipeline right-of-way is a strip of land over and around pipelines where some property owners’ legal rights have been granted to the pipeline company through what is known as an easement.

“The easement allows the pipeline company to place their lines through the property, but not own the property,” Davis said. “There are easement restrictions that require the owner to maintain the land in certain ways. These are federally regulated agreements that provide for the safety of the pipelines and people around them.”

Davis said it is important for everyone to be aware of the presence of pipelines in an area whether it is a homeowner, excavator or just someone out enjoying activities such as hunting or operating a recreational vehicle.

“You can see if a power line is in a right-of-way, but if you are out on a four wheeler or hunting or mowing, you will not see an underground pipeline and face different dangers,” Davis said. To help alert those living and working around these pipelines to the possible dangers, pipeline rights-of-way are well marked.

“Any transmission line is required to be marked,” Davis said. Markers and warning signs are placed in bright colors, usually yellow or orange, along different intervals on the right-of-way and wherever the pipeline intersects a street, highway, railway or waterway.

These markers display a 24-hour emergency telephone number, the type of material being transported and the name of the pipeline company.

Davis said he could not stress enough the importance of the signage. In fact, he told a story about how a pipeline marker helped a wayward motorist who became lost in the Mississippi countryside find her way onto a pipeline right-of-way. She was rescued because she found a number on a marker and called.

“There was a lady who decided to take a short cut and ended up driving near a pipeline easement. She was lost and did not know where to go when she saw the pipeline marker and called the number,” Davis recalled. “She could not tell us where she was, but because we knew where she left from and where she was going, we were able to locate her using the markers and her cell phone.”

Tampering with pipeline markers is a federal offense punishable by fine or jail, Davis said. “Hunters often think the signs
make good targets, but it could put people in danger if they are not able to see the number on the sign,” he said. When out on patrols of the area, Davis said workers often find signs that were “pulled up, run over with a four wheeler or had their signage switched with another company’s sign.”

There really are common sense solutions to working and living near these pipeline rights-of-way. Some land owners believe they can still use their property as they want, but there are things they can and cannot do. This is spelled out in their agreements with the pipeline company. “One thing our patrols will look for is a permanent structure such as a barn or shed in the right-of-way,” Davis said. “Some owners will try to put a fence or mailbox up near the area and not think about the risk of driving a post into a nearby pipeline.”

Markers and warning signs only indicate the general location of the pipeline and are not to be relied on for the exact position. This is why it is vital that anyone working or digging near the pipeline call the one-call center or the pipeline company to determine the specific location prior to disturbing the earth. Know What is Below “One of the biggest misconceptions is that the pipelines are buried 15 to 20 feet, when in reality most are not,” Davis said. There are factors such as erosion and other destruction that can affect the pipeline’s depth.

“Simple activities such as mudding, riding, hunting or driving with four-wheel-drive across the soil can create deep holes that lead to erosion that damages the coating on the pipes,” Davis said. “Same thing with heavy equipment crossing the right-of-way during logging or construction activity: it can scratch the pipe. The pipe may not give way then, but can lead to future damage.”

Davis’s best advice is to know where the pipelines are and understand that this is not the place for recreational activities. If you must cross the area with heavy equipment, work with the pipeline company to minimize any risk.

Davis and other pipeline companies communicate this message through a series of public awareness programs as mandated by RP 1162. Under this awareness program, they reach out to four main stakeholder groups including the affected public (landowners and businesses on the rights-of-way), emergency responders, excavators and public officials. Through meetings, trainings and forums, they can talk to the stakeholders about how to increase safety and measure the results of their outreach efforts.

One particular group Davis has seen as a target audience for education on pipeline rights-of-way is real estate agents. “I have seen real estate agencies tell landowners who are about to buy a property that they can pull and dispose of the pipeline signs,” he said. “We have worked with real estate associations in the area to formally educate them on how to disclose easement agreements to potential buyers.”

It is not just pipelines running through the countryside, but also those offshore, that should be properly located and marked before any type of activity can occur. Pipelines can be hit if there is a dredging operation, spud barge or other anchor dropped in or around these underwater infrastructures. “The key is to be aware, file proper permits and know where pipelines are located,” Davis said.

While pipeline incidents are statistically decreasing. The leading cause of serious pipeline incidents is third-party damage from a contractor, farmer, landscaper or the do-it-yourself homeowner. This can and should be avoided. Be aware. Know what’s below, and call before you dig.

So let’s consider another question: Who is responsible for helping team members have the knowledge and skills to be successful? Correct. Supervisors. Whoops! Some supervisors have told me that employees should have the necessary knowledge and skill sets as a condition of their employment. I agree that would be nice. We also know the difficulty of finding high- performing talent.

So that leads us to wondering about those employees who are underperforming. Are you a supervisor? If so, I have another question for you to ponder and I want you think about it before responding. Are you willing to accept the responsibility of teaching your employees, including your underperformers, how to be successful? Pause … think … now answer.
I’ve asked thousands of supervisors to identify the number one responsibility of being a leader. Most of them respond with such phrases as “get things done,” “manage the assets,” “work safely” or other descriptions of their technical responsibility. Very few mention developing their people assets – which is their number one responsibility. If you think about it for a moment, people constitute your team’s resource with the greatest potential to develop.

Let me tell you a story that I’ve heard more times than I can remember. A supervisor complains about the performance of one of his employees. When I’ve asked, “What was the employee’s response when you discussed it with him?” What would you guess the answer is? “Well I suppose I should talk to him!”

Whose fault is it that the employee is not performing to the expected level in this scenario? When a supervisor points a finger at the employee, consider the fact that three are pointed back at him. A supervisor is not helping anyone by not having that conversation.

It’s confusing to understand why a company would not emphasize developing its people when considering the fact that people drive the company’s success. The fact is people must improve before the company improves. If you want a first class company, you must have first class people.

So where do you go from here? First, if you’re a supervisor you must embrace the responsibility to help your people succeed. Second, that means ensuring that your people know the results expected to achieve peak performance both in terms of their technical responsibilities as well as interpersonal performance. Note I said results instead of listing responsibilities. Of these two, defining technical expectations is the easier to discuss. For some reason, talking about interpersonal skills is a “sacred cow” and as such, this most critical subject is usually avoided. When that happens, everyone loses.

Third, people need a continuous stream of feedback to guide their performance. You don’t want them to be the blind hog that luckily finds the acorn. You want to help that hog fatten up to reach market weight. Providing feedback is critical for employees to become peak performers. Providing feedback is simply an accountability tool. Unfortunately, instead of viewing accountability as a teaching opportunity, many supervisors perceive it to be a negative event. There is nothing negative about helping people to succeed. Receiving feedback from a supervisor shows employees that they are cared for. We can look at this situation from another perspective. Is a supervisor helping anyone when he allows an employee to continue performing at an undesirable level and not intercede? Obviously not.

Take a poll among members of your damage prevention team sometime and ask if they want to be taught to be successful. My guess is you’ll like the results of your poll. Your damage prevention team is really a “schoolhouse.”

Jeff, my postman, walked into my office and as he picked up a letter I had laid out to mail said “Nothing for you today.” I immediately thought “Great, no bills.” Bills and flyers are what I typically receive. While cleaning out my inbox recently, I discovered a note from a former associate that I received many months ago. I hadn’t discarded it because of the emotional impact it had on me when I received it. Interestingly, it had the same impact when I re-read it. That’s obviously why I kept it. In 2011 it has become rare to receive a personal hand-written note. That rarity creates an opportunity!

A personal hand-written note doesn’t have to be long. Actually, being simple and short is often preferred. “Thank you for your business. We value loyal customers like you. I enjoy working with you.” Now you’re standing out from your competition for only 45 cents!

A pre-printed card that says the same thing has a totally different effect. We quickly throw those in the trash. When something is hand written we have a tendency to value it. You see, it’s about making a personal connection and strengthening a relationship.

If you would like to make the note more specific, tell people what you like, admire, respect or appreciate about them. Next, tell them why you like or appreciate it, then share how you personally benefit. For example: “I enjoy working with you. Your sense of humor creates a bright spot in my day.”

I’m encouraging you to hop on the REA 45-10-10 Express. It’s a train for which you don’t have to purchase tickets or wait. It’s ready to go when you are. Invest 45 cents, 10 minutes and express your Recognition, Encouragement or Appreciation to another person with a hand-written note. Hop the express daily for 10 days.

Don’t limit yourself to customers; it’s applicable for all of the important people in your life. Look for opportunities to encourage folks who are facing a challenge. Provide recognition when people achieve a goal or have a success. You’ll find that you’re developing a habit which will endear you to others and set you apart. You will launch one of the most effective advertising-/relationship-building campaigns known to modern man. There is no replacement for genuine one-on-one interaction.

None of us would stand by and allow important people in our lives to starve without taking immediate action. The reality is, often without our awareness, people in our lives are starved for recognition, encouragement or appreciation and we do nothing. Let’s make sure they know they’re important to us.

I received a quote recently that impressed me and sums up my thoughts. “My religion is very simple. My religion is kindness.” ~ Dalai Lama, 1935
So start today and get on the REA 45-10-10 Express. Now you’re creating ZING!

There was a little patch of timber across the road from our house probably no more than 10 acres total. There was plenty of hard wood and lots of squirrels. I was allowed to go hunting in that little patch of woods by myself. Auntie would always say, “Son, don’t cross that fence into the big woods.”

“Yes, ma’am,” and off I’d go. Actually hunting inside the fence was usually pretty good, but today was not a day to brag about. There I was sitting in my usual spot looking at my favorite tree and nothing was happening on my side of the fence.

But on the other side, I could hear hundreds, maybe thousands of squirrels barking. Some of them even sounded like they were laughing at me. I couldn’t stand it. I reasoned, “If I crawled under the fence to get my limit, who would know?”

Though I had heard about people getting lost in the big woods, it never crossed my mind that I could, even with the sun hanging low in the west. After all, I was going to stay close to the fence and I was only going to be in there long enough to get my limit.

When I crawled under the fence, I heard a squirrel jumping from limb to limb. I looked up, took aim, fired and down he came. Just a few seconds later, I heard another squirrel and I began walking toward the sound. I don’t know exactly how long I walked, but I guess the squirrel heard me walking and hid.

That’s when I first noticed it was graveyard quiet and getting serious dark as well. Then I heard the night birds rustling around in the bushes. I think it was then that I realized that I was in the big woods and in deep trouble. It was dark, and because I had been walking around looking at the timber, I wasn’t really sure where the fence was. I wasn’t even sure where I was.

That’s when it dawned on me. I was a goner!

I stumbled around in the dark until I remembered my old friend Dillard telling me one time that if I ever got lost the best thing to do was to stay calm, sit down and pick out a landmark and walk to it. That part about staying calm was easier when I was on Dillard’s front porch. But I did sit down and began to peer through the ever increasing black night.

I knew that if I ever got out of this alive, my Auntie would kill me. Worse than that, she’d take my gun, tell our neighbors, the Shepherds and their oldest boy, Hugh, would make fun of me from now on.
Oh, what a tangled web I had weaved.
“What is that?’ I thought to myself. I could see the smallest bit of light no bigger than a lightning bug. I wasn’t sure where it was, but it seemed like a better place than where I was. I stood up and focused on that landmark and started walking. On and on I slowly walked toward the dim light that seemed so far away.

Each step was measured. I could hear things behind me that made me want to have a runaway. One step, find the light and take another step. Then I felt something grab me. It was so dark I didn’t see the barbed-wire fence that separated me from where I wanted to be.

I took one more look at the light, got down on the ground and crawled under the fence, stood up and found the light once more. I’m confident that was the feeling Moses had when the Egyptians were bearing down on him, and he turned in time to see the waters parting.

As I walked across the pasture I never took my eyes off the light that kept getting bigger each step. I soon recognized the 60-watt light bulb on the front porch of our house. I later told Dillard about how dim the light was when you were standing on the porch and how bright it seemed that night. He smiled and said, “The light was not there to see the house, it was there to see how to get to the house.” I knew that was going to be one of those things that I’d have to figure out when I got older.

So I crossed the gravel road to our house and got a “I’m so glad you’re safe” hug and then a “don’t you ever do that again” whipping all the way into the house.

But somehow it all seemed worth it to me. I had stared “lost” in the face and had the key to finding my way out. Now all these years later, I’m reminded that we don’t have to know everything there is to know before we can be successful. Just be true to the light you have and you’ll find a way to win.

“Hey Auntie,” I said while she was tucking me in for the night, “can I go over to Dillard’s tomorrow and tell him about how I stayed calm?”
“And oh, one more thing, let’s not tell the Shepherds. There are some things that Hugh just doesn’t need to know.”

“Thank you Auntie… I love you too.”

I thought surely this was some kind of joke. The question had nothing at all to do with algebra. I had passed him in the hallway several times. He looked like a janitor was supposed to look like. He was tall, kind of gray headed and a lot older than me, but how would I know his name?

I handed in my paper, leaving the last question blank. Just before class ended, one of the students asked if the last question would count toward our quiz grade.

“Absolutely,” said the professor. “In your careers, you will meet many people. All are significant. They deserve your attention and care, even if all you do is smile and say hello.”
I missed the question, but I’ve never forgotten that lesson. I learned his name was Henry and he had a lot to offer by way of perspective to anyone who took the time to learn that he wasn’t always a janitor.

In like manner, all stakeholder perspectives are important in defining what is fair and what will be effective in protecting our vital underground facilities. Issues of trust and fairness must be recognized, understood and fairly resolved.

The very nature of partnerships involves the perceptions of the participating stakeholders in how their interests and concerns are being addressed. If we fail to genuinely respect the points of view of other stakeholders, coming together will not culminate in staying together.
I encourage all stakeholders to take the time to learn about the other industries, personalities and perspectives that sit at the table with you. We also must learn to value each other’s insight into the business practices and the “practical considerations” that exist in our companies. Such insight and respect for insight is crucial to successful program development and implementation.

In damage prevention to say that my utility’s success is not tied to your utility’s success is like saying “Your end of the boat is sinking.”
Let’s work together to make it happen right here in our state!