Communication Standards
Document Type: Policy
Version: 1.0
Last Updated: February 2026
Distribute To: All Employees
Purpose
Establish clear communication protocols to ensure information flows efficiently, issues are escalated appropriately, and documentation supports project success.
Communication Channels by Type
Emergency Communication (Life/Safety)
Response Time: Immediate
| Situation | Action |
|---|---|
| Life-threatening emergency | Call 911 immediately |
| Serious injury | 911, then Safety Director, then PM |
| Fire/Explosion | 911, evacuate, then Safety Director |
| Environmental spill | 911 (if required), Safety Director |
Emergency Contacts:
- Safety Director: [PHONE NUMBER]
- Project Manager: [PHONE NUMBER]
- Office Emergency Line: [PHONE NUMBER]
Urgent Communication (Same-Day Response Required)
Response Time: Within 2 hours
| Situation | Primary Contact | Method |
|---|---|---|
| Work stoppage | Superintendent | Call/Text |
| Safety concern (non-emergency) | Foreman → Super → Safety | Call |
| Major schedule impact | PM/Super | Call |
| Owner/GC urgent request | PM | Call |
| Weather shutdown decision | Super → PM | Call |
Standard Communication (Next Business Day)
Response Time: Within 24 hours
| Situation | Primary Contact | Method |
|---|---|---|
| RFI submission | PM | Email/System |
| Submittal coordination | PM | Email/System |
| Schedule updates | PM/Super | |
| Change order requests | PM | Email/System |
| General coordination | Team |
Routine Communication (Weekly/As Needed)
Response Time: Within 3-5 business days
| Situation | Method |
|---|---|
| Project status updates | Weekly meetings, reports |
| Non-urgent procurement | |
| HR questions | Email/HR portal |
| IT support | Helpdesk ticket |
| Training requests | Email to supervisor |
Communication Methods
Email
Use For:
- Formal documentation
- Detailed information sharing
- Non-urgent requests
- Paper trail needed
Standards:
- Clear subject line with project name/number
- Concise body with action items bolded
- Attachments properly named (ProjectName_Date_Description)
- CC only those who need to know
- Reply within 24 hours (even if just acknowledging)
Email Signature Standard:
[Full Name]
[Title]
[Company Name]
[Phone] | [Email]
Phone/Text
Use For:
- Urgent matters
- Complex discussions
- Time-sensitive decisions
- When tone matters
Standards:
- Text for quick confirmations
- Call for detailed discussions
- Follow up important calls with email summary
- Voicemail: State name, company, callback number, brief message
Project Management Software (BLDR Pro)
Use For:
- Daily reports
- Photo documentation
- RFIs and submittals
- Issue tracking
- Time tracking
Standards:
- All field documentation entered daily
- Photos tagged with location and description
- Issues logged immediately when identified
- Status updates entered in real-time
Meetings
Use For:
- Complex coordination
- Team alignment
- Problem-solving
- Relationship building
Standards:
- Agenda distributed 24 hours in advance
- Start and end on time
- Minutes distributed within 24 hours
- Action items with owners and deadlines
Meeting Types:
| Meeting | Frequency | Attendees | Duration |
|---|---|---|---|
| Toolbox Talk | Daily/Weekly | Field Crew | 5-15 min |
| Foreman Meeting | Daily | Foremen, Super | 15 min |
| OAC Meeting | Weekly | Owner, Architect, GC | 1-2 hours |
| Subcontractor Coord | Weekly | Subs, PM, Super | 1 hour |
| Project Review | Monthly | PM, Super, Execs | 1-2 hours |
External Communication
With Owners/Clients
- Professional, prompt, and documented
- Single point of contact (usually PM)
- No commitments without PM approval
- Copy PM on all communications
With Architects/Engineers
- Through proper channels (usually PM)
- Use RFI process for design questions
- Document verbal conversations in email
- Never commit to changes without approval
With Subcontractors/Vendors
- Professional and respectful
- Document all agreements in writing
- Use purchase orders for all purchases
- Follow up verbal agreements with email
With Inspectors/Authorities
- Superintendent or PM only
- Be cooperative and professional
- Never argue or obstruct
- Document all interactions
Documentation Requirements
Everything Important Gets Documented
| Event | Documentation Method |
|---|---|
| Verbal instruction from owner | Confirm in email within 24 hours |
| Scope change discussed | Change order request submitted |
| Safety incident | Incident report same day |
| Weather delay | Daily report notation |
| Defective material | Photo + email to supplier |
| Subcontractor issue | Email to sub with PM copied |
Escalation Matrix
Issue Escalation Path
Level 1: Direct Supervisor (Foreman/Lead)
↓ (if unresolved in 4 hours)
Level 2: Superintendent/Department Manager
↓ (if unresolved in 24 hours)
Level 3: Project Manager/Operations Manager
↓ (if unresolved in 48 hours)
Level 4: Executive Leadership
When to Skip Levels
- Safety emergency: Go directly to highest available authority
- Legal/compliance issue: Go to PM and Exec
- Owner conflict: Go to PM immediately
- Harassment/discrimination: Go to HR directly
Communication Don'ts
❌ Never:
- Discuss project financials with unauthorized parties
- Commit to scope changes verbally without documentation
- Share confidential information
- Use company email for personal business
- Communicate while angry (wait 24 hours)
- Gossip about coworkers, clients, or competitors
- Post project photos on social media without approval
Related Documents
- Emergency Contact Card
- Meeting Agenda Template
- Email Templates
- RFI Procedure
- Incident Reporting Procedure
Template provided by support.construction. Customize with your company information.