Four Oaks Pavilion

Judi Gaitens

North Carolina State University, Raleigh

Contents

    Sample responses

    Comments on student samples

    Teaching notes

Sample Responses

Assignment 1 - Sample A: Informal Proposal

Four Oaks Pavilion
1818 Oak Lane
Hartville, NC 00000
(000) 555-5644

June 16, 0000

City Council
444 East Town Street
Hartville, NC 00000

Dear Council Members:

The success of the first season at Four Oaks Pavilion has exceeded expectations, and I am confident it will continue to be a money making venture for both Kramer Associates and for Hartville. In spite of the Pavilion's popularity, there is a conflict with residents surrounding the Pavilion concerning disturbances from noise generated by the concerts. To determine ways to eliminate the disturbances, I recommend contracting an extensive acoustical study of the site.

Residents have been contacting Sheri Clark of the City Council after every concert complaining that they are disturbed by loud music and crowd noises from the Pavilion. They have also voiced their opinion in The Beacon that we have not lived up to our promise that the Pavilion would not disrupt their neighborhood. This conflict could adversely affect the popularity of the Pavilion. I feel it is our responsibility to maintain good relations with residents of the surrounding community.

Since the initial complaints, we have added baffles to the stage and changed the placement of the speakers to suppress sound escaping from the Pavilion. Asking performers to turn down the sound will do little good. We cannot hamper performer's artistic expression if we want to attract the most popular acts to our venue.

Original studies of the area were broad based, covering general environmental and social impact. Little research could be done on the level of noise that would escape from the Pavilion before any concerts actually took place. Obviously the precaution we took of building a raised berm around the Pavilion is not sufficient to contain the noise. A new study, conducted by a recognized firm of acoustical engineers could show us additional ways to prevent concerts from disturbing area residents. This commitment would demonstrate to the public that all steps are being taken to minimize the negative impact of the Pavilion on the surrounding community.

Four Oaks Pavilion is an asset to the city. It has created jobs, contributed to Hartville's revitalization and attracted tourists. Its variety of musical entertainment has attracted artists of national fame to Hartville and added to the prestige of the city. Since the Pavilion has already been a profitable investment for Hartville, I feel it merits the relatively small additional investment of an acoustical study.

To get this project underway, I would like this matter to be on the agenda of the next Council meeting. I am available for anyone who has additional questions and plan to attend the next Council meeting. It is important that we move quickly on this matter so consultants can be on the job by August.

Sincerely,

Dale Crompton
Facilities Manager

Assignment 1 - Informal Proposal: Sample B

Four Oaks Pavilion
Dale Crompton, Facilities Manager
Hartville, NC 00000
(000) 555-5644

June 16, 0000

Hartville City Council
444 East Town Street
Hartville, NC 00000

Distinguished Council Members:

I would like to propose a study of the impact of noise levels from Four Oaks Pavilion on surrounding communities. Like me, you are certainly concerned about the editorials that have been written to the <I>Hartville Beacon<P> complaining about concert noise levels. The persistence of these arguments suggests the need for a thorough study of the problem.

Although consideration was given to concert noise levels in the original design of the Pavilion, the actual impact on surrounding communities could not be accurately measured. Despite the adjustments made to the sound system in response to the initial complaints, the public outcry only amplified. Clearly, residents in the vicinity of the Pavilion would prefer immediate corrective measures; however, for the long-term success of the Pavilion, I recommend we conduct a careful investigation. A study that would provide a better basis for understanding the citizens' complaints could be performed on site by expert analysts. Furthermore, we would have the information necessary to carry out an effective solution before the start of the next concert season.

The Four Oaks Pavilion has been a tremendous success in its first year, bringing a wealth of entertainment revenue to the entire area. As manager of the facility, I want to ensure that the Pavilion continues to prosper. Much of the success can be attributed to the efforts of the Council. As a partner and eventual sole owner of the facility, the city of Hartville has a vested interest in the Pavilion. With your approval, I recommend we begin the process of finding a qualified engineering firm to conduct the study.

Please give this issue your utmost attention at your next meeting. I understand the many demands of your time that already exist, but prompt action taken prior to next season's opening will lead to an even more successful year and to the satisfaction of local residents. Thank you for your consideration of this matter.

Sincerely,

Dale Crompton
Facilities Manager

Assignment 4 - Sample A: Informal Recommendations Report

Four Oaks Pavilion
1818 Oak Lane
Hartville, NC 00000
(000) 555-5644

October 13, 0000

City Council
444 East Town Street
Hartville, NC 00000

Attention: City Council Members

Subject: Four Oaks Pavilion -- Public Relations and Sound Control Recommendations

You asked me to develop a comprehensive sound control program for Four Oaks Pavilion, a program that would offer solutions for the public relations problems as well as the noise problems at the arena. This report, based on information from SMZ Engineering, presents recommendations for a complete sound control program.

Issues

The amphitheater was built about eighteen months ago; and, neighbors of the complex have consistently complained about noise from the performances and from exiting concert-concertgoers ever since. Four Oaks Pavilion has proven to be a major draw for artists and fans, so closing it or limiting performances is not an option.

Field Study Data

Our acoustical engineering firm, SMZ of Greensboro, stationed measuring devices on neighborhood lawns and in the homes of the people who had complained about noise level. Sound measurements were taken for all concerts, including half an hour before and after each performance, and for nights when the amphitheater was not being used. The sounds from concerts were frequently indistinguishable from the usual neighborhood sounds (e.g., traffic from the freeway and dogs barking). Naturally, the better-attended a concert was, the more noise there was from passers-by. Also, at the concerts with the largest audiences, the crowd-noise was sometimes louder than the music.

Recommendations

The most frequent theme in all of the complaints is that the neighbors feel they are not being heard. Therefore, it's highly advisable that a form of town council meeting be held before any action is taken. If the neighbors are consulted and allowed an active voice in choosing a solution, they are more likely to be satisfied with any measures instituted. The following recommendations should be offered to the neighbors for their consideration:

• Place a limit of 105 decibels on sound levels inside the pavilion. Install a monitoring system to register when levels exceed this limit.
• Schedule the concerts to begin early enough that they are over by 10:00 p.m. Traffic will then be out of the neighborhood before prime-time television programming ends, hopefully making noise generated by passers-by less noticeable to residents.
• Pine trees have been planted atop an eight-foot high earthen berm surrounding Four Oaks Pavilion. Planting shade-tolerant shrubs with dense growth-habits between the trees will strengthen the sound barrier.
• Plant additional trees and shrubs on the peripheries of the residential properties closest to the amphitheater. This will provide additional insulation against noise from the pavilion.
• Plant additional trees and shrubs along the interstate to shield the residents from traffic noise. If augmented landscaping is not sufficient, supplement it with a wooden sound baffle.

Extending the enclosure on either side of the pavilion would direct the bass sounds more toward the audience and less toward the neighborhood. I recommend researching how much this procedure would cost.

Metropolitan areas near airports have had considerable success in insulating neighboring homes from noise by installing triple-pane windows. Also, brick siding conducts sound less effectively than wood siding does. I propose price estimates be gathered for installing these fixtures on homes closest to the amphitheater. Equipping homes with these devices would increase property values substantially. Therefore, I suggest that the expense of this measure be shared by Hartville and the affected homeowners.

Conclusion

Any of the recommendations in the preceding section, taken alone, would reduce the noise burden on neighbors of Four Oaks Pavilion. The greater the number of recommendations implemented, the greater the reduction in noise levels. Due to the expense associated with some of the measures, I recommend emphatically that the neighbors be consulted before any work is done. Residents of the Four Oaks Pavilion environs may be satisfied with the degree of sound control offered by some of the least complicated measures. If a homeowners' meeting is not feasible, implementing the preceding recommendations successively would be the most economically viable solution. Beginning with the first measure and proceeding, in order, to the last one, institute the recommendations one at a time until the neighbors are satisfied.

Sincerely,

Dale Crompton
Facilities Manager

Assignment 4 - Sample B: Informal Recommendations Report

Four Oaks Pavilion
1818 Oak Lane
Hartville, NC 00000
(000) 555-5644

October 13, 0000

City Council
444 East Town Street
Hartville, NC 00000

Dear Council Members,

Four Oaks Pavilion has quickly become the most successful amphitheater in the Southeast. However, many neighbors of the Pavilion have expressed numerous concerns. At our request, SMZ Engineering, Inc. has studied the causes of the problems experienced by the neighbors. Several issues, such as noise complaints, can be addressed with a sound control program. Other issues, such as increased traffic and raucous behavior by concertgoers, need to be addressed with a comprehensive public relations plan. This letter outlines our recommendations for both plans and for keeping Four Oaks a success.

Sound Control Program

It has been determined that the noise from the concert is, at times, no louder than the regular noise in the neighborhood, such as traffic or dogs barking. However, the level of sound inside the pavilion does often exceed 105 decibels, a limit applied at other facilities. Simple and cost-effective ways of controlling the sound problem include:

• setting a limit of 105 decibels within the pavilion,
• purchasing a monitoring system to register levels exceeding 105 decibels,
• continued monitoring to locate trouble spots outside the pavilion.

Problems have also been noted with the original earthen berm erected as a sound barrier. Sound does still carry over it, partly because of the empty spaces between the pine trees planted on top. It is recommended additional pine trees be planted immediately to fill in the gaps and to help decrease the traveling of sound.

Another long-term solution is to price upgrades to the homes in the neighborhood. Additional sound proof siding, windows, etc. and/or additional landscaping will help decrease sound and shield those homes closest to the Pavilion.

Public Relations Program

Many of the complaints stem from a belief by the residents that they are not being heard. The different concerns are almost as varied as the residents themselves. It is important that before any monies are allocated we fully understand the different concerns the residents have and are able to prioritize them. This will prevent the Pavilion management and the Council from spending any money on a solution <I>they<P> think is acceptable, when, in fact, it is not what the resident wanted.

Therefore, it is recommended that a Town Council meeting be held immediately to give the residents an opportunity to voice their concerns directly to the management of Four Oaks and to the members of City Council. A list can be generated of problems and possible solutions acceptable to the residents. Once we know how the residents want the problems corrected, we can review the alternatives for feasibility and cost. We can then make our recommendations. This will reassure the residents that the Pavilion management and the City Council are working <I>with<P> them to solve the correctable problems.

Initially, we know some concerns from the neighbors are

• increased vehicular and pedestrian traffic in the neighborhood,
• damage to property from raucous concertgoers,
• and continued noise and traffic late into the night after the concert.

Immediate solutions include

• studying traffic patterns for possible rerouting, making it illegal to park on the side of the roads, and hiring more security/cops to direct traffic,
• >erecting some type of fence or rope to keep people/cars off of yards and driveways,
• educating concert-concertgoers that this is also a residential area. Again, additional security would be needed to maintain order and reduce unruly behavior. Enforce public drunk and trespassing restrictions.
• >starting the concerts earlier or decrease the time between bands so the concerts are finished by 10 p.m. instead of 11 p.m. This will allow an extra hour for the fans to leave the area.

Again, the main concern by the residents is the feeling they are not being heard. The primary recommendation is to hold the Town Council meeting and allow the residents a chance to voice their concerns and to get immediate feedback. This will save the City Council and the Pavilion management company a lot of time and money. Working together, we can make the Four Oaks Pavilion a successful venture for everyone!

Sincerely,

Dale Crompton
Facilities Manager

Comments on Student Samples

Comments on Assignment 1 - Sample A: Informal Proposal

The writer's task in this assignment is to persuade City Council that an acoustical study is imperative, one that goes beyond the original environmental impact study. The appeals to City Council's collective interests begin with the first sentence, which emphasizes the financial success of Four Oaks Pavilion, and continue to the fifth paragraph where benefits to Hartville are enumerated.

In addition to reminding City Council of what Four Oaks has contributed to the area, the letter emphasizes the Council's previous promises to citizens and its responsibility to maintain good relations with the public (see paragraph 2). That reminder could put the Council on the defensive, but this writer has softened the edge of the words by including Four Oaks management in the problem with first-person pronouns: "<I>we<P> have not lived up to <I>our<P> promise."

The writer goes on to build credibility for the proposal to hire an acoustical engineering firm by explaining the Pavilion's unsuccessful attempts to solve the problem. Anticipating the audience's questions about the first study--Why didn't it end the problem? What will be different about this new one?--the writer provides details about the changing circumstances that require a new study. In the concluding paragraph, the writer builds good will and prompts action by asking for approval at the next Council meeting.

Comments on Assignment 1 - Sample B: Informal Proposal

Like Sample A, this recommendation demonstrates an effective appeal to a specific audience; it shows the writer knows that attention to its constituencies and financial gain are persuasive appeals for City council. However, Sample B is less effective because of overblown rhetorical strategies and generalizations.

The salutation, "Distinguished Council Members," despite its exaggerated deference, acknowledges that the writer has a political relationship with the readers: Four Oaks management needs approval from Council before it undertakes a second study. This relationship emerges in the opening paragraph in reference to complaint letters, continues in paragraph three with references to Four Oaks financial success, and the last line of the letter emphasizes that everyone will benefit when the problem is solved. In all cases the concerns addressed are mutual ones of both reader and writer.

When describing the noise problem, the writer is carefully objective in tone, simply stating facts, generally without blame, but also without details. Here the gain in objectivity could be a loss in understanding. More history could be given, especially about management's attempts to muffle the sound and the inherent limitations of the original study.

Finally, the concluding paragraph builds credibility by creating a man-of-action persona. If Council approves this study, the writer will take over and handle the problem expeditiously.

Comments on Assignment 4 - Sample A: Informal Recommendations Report

The task in this assignment is to use the facts given in the case, prioritize them, recognize the implications, and create a "comprehensive sound control program." The task is complicated by the multiple audiences. The draft is submitted to Dale Crompton who, as the writer's supervisor, will review the recommendations before sending a report to City Council. Ultimately the report will become public information, so the writer must also consider the reactions of both media and neighbors of Four Oaks.

Sample A places all the recommendations within a public relations framework, suggesting that measuring sound is an interpretive as well as a technical task In effect, the writer makes the neighborhood the decision-making body and proposes that all recommendations be taken to the public. She prioritizes the recommendations from least expensive to most expensive, emphasizing that any one of the recommendations would help. She also notes that they can be done one at a time until neighbors are satisfied, perhaps stopping before getting to the most expensive--an idea that acknowledges the real world of budgets.

Comments on Assignment 4 - Sample B: Informal Recommendations Report

In contrast with Sample A, Sample B relies heavily on passive voice in making recommendations, and it separates the issues of noise control and other public relations concerns. Furthermore, it goes beyond the issues relating to sound and offers suggestions about traffic and raucous behavior. Some of the suggestions, like the noise of the extra traffic, are specifically related to sound problems, but others, like additional security, acknowledge Four Oaks' broader problems.

Following the purposes set in the opening, the writer divides the report into two sections: the sound control program and the public relations program. Each section begins with an explanation of the problem followed by possible solutions. In the Sound Control section the writer includes the three solutions based on the sound source, the more empirical data, in a formatted list. Then he includes more discursive suggestions to interfere with the sound beyond the stage. Knowing that the suggestion about adding insulation or siding could be costly, the writer suggests investigating it rather than making a proposal to do it.

The Public Relations section of the report shows knowledge of and sensitivity to secondary audiences such as the neighbors themselves and the media. Like Sample A, Sample B focuses on the residents' concern that they are not being heard, and suggests the obvious solution--listen to them.

Four Oaks is an appealing case because it involves an entertainment venue coupled with a classic struggle between citizens and their local government. As a problem in the process of being solved, the case can be distributed in stages, giving writers the opportunity to address different audiences for different rhetorical purposes as well as contribute to the problem's solution.

Objectives

• To establish that solving the managerial problem (the noise and the neighbors' complaints) means confronting a perceptual problem; the perception of the problem is as important as the objective data, the sound measurements.
• To increase awareness of complex public audiences with divergent interests in and reactions to the same problem.
• To identify the central role of the media in disseminating public information and increase the writer's awareness of secondary audiences, especially, in this case, the local newspaper.

Communication Problems

The primary and secondary audiences have overlapping interests but widely differing positions on how their interests are best served. Because of these differences, writing to the primary audience, usually City Council, is always constrained by the awareness of those secondary, less explicit but quite important, audiences: the town's daily newspaper and vocal critics in the neighborhood. The emotional undercurrents in the situation require great diplomacy, especially when considering the media. Reporters might take phrases out of context and possibly cover the technical aspects of sound control simplistically. Writers will need to summarize and explain problems in phrases useful to popular media if their messages are to be accurately represented.

A second but related problem is the cynicism of the secondary audiences. The Letters to the Editor show neighbors' loss of faith in the veracity of both City Council and Pavilion management. Writers need to create a trustworthy persona in Crompton's letters and reports. For all communications in the case, regaining public trust is a crucial objective.

Potential Difficulties

Respondents are likely to bring their own sympathies and biases to the case. Those who like the kind of rock music featured at the Pavilion are likely to side with the musicians and could easily dismiss the reality of unfavorable publicity. Those respondents who side with the neighbors could create solutions too costly to implement and might miss possible disingenuousness of some community members who may have hidden motives for complaining. Discussions and role-playing to understand other perspectives could be a valuable prelude to the assignments.

The technology involved is also a complicating factor. Modern Americans tend to think that technology can solve almost any problem, but in this case the acoustical engineers have limited answers. This is both the challenge and the opportunity of the case. Writers can draw on their own experience as well as their business and management courses to create public relations solutions. They can also clearly see that there are several kinds of problems, all of them intertwined--the technical problems, the public relations concerns, and the communication problems. These challenges make the recommendations report particularly useful as a collaborative project where many participants may contribute a range of perspectives.