Helping mission-driven organizations shape bright ideas into lasting stories that inspire action and serve the greater good.

Storytelling with Heart.

Strategy with Purpose.

Discover the Work

Guided by Story, Inspired by People

A collaborative, creative leader who believes great work starts with empathy and ends with impact.

Browse all Works
modern-essentials-798265-unsplash.jpg
modern-essentials-1064966-unsplash.jpg
modern-essentials-792821-unsplash.jpg
hector-martinez-110928-unsplash.jpg
rawpixel-676878-unsplash.jpg
rawpixel-797131-unsplash.jpg
rawpixel-557123-unsplash.jpg

Crisis Communications

A case study highlighting key actions and outcomes of a crisis management scenario.
Managing Media, Miscommunication, and Stakeholder Concerns Surrounding a Controversial Community Project
View Details
View Case Study

Crisis Communications

A case study highlighting key actions and outcomes of a crisis management scenario.
Managing Media, Miscommunication, and Stakeholder Concerns Surrounding a Controversial Community Project
View Details
View Case Study

Crisis Communications

A case study highlighting key actions and outcomes of a crisis management scenario.
Managing Media, Miscommunication, and Stakeholder Concerns Surrounding a Controversial Community Project
View Details
View Case Study

Crisis Communications

A case study highlighting key actions and outcomes of a crisis management scenario.
Managing Media, Miscommunication, and Stakeholder Concerns Surrounding a Controversial Community Project
View Details
View Case Study

Crisis Communications

A case study highlighting key actions and outcomes of a crisis management scenario.
Managing Media, Miscommunication, and Stakeholder Concerns Surrounding a Controversial Community Project
View Details
View Case Study

Crisis Communications

A case study highlighting key actions and outcomes of a crisis management scenario.
Managing Media, Miscommunication, and Stakeholder Concerns Surrounding a Controversial Community Project
View Details
View Case Study

Crisis Communications

A case study highlighting key actions and outcomes of a crisis management scenario.
Managing Media, Miscommunication, and Stakeholder Concerns Surrounding a Controversial Community Project
View Details
View Case Study

Crisis Communications

A case study highlighting key actions and outcomes of a crisis management scenario.
Managing Media, Miscommunication, and Stakeholder Concerns Surrounding a Controversial Community Project
View Details
View Case Study

Crisis Communications

A case study highlighting key actions and outcomes of a crisis management scenario.
Managing Media, Miscommunication, and Stakeholder Concerns Surrounding a Controversial Community Project
View Details
View Case Study

Let’s bring your
ideas to light.

Together, we can create something meaningful — let’s connect and start the conversation.

Let's Connect

Creative Solutions, Real Results

A case study highlighting the process, decisions, and collaboration that shaped a successful outcome. 

Crisis Communications


Managing Media, Miscommunication, and Stakeholder Concerns Surrounding a Controversial Community Project

New Leads
0
Likes
0 k
Increase
0 %

Summary

In 2022, the City of West Chicago faced a public relations challenge following the proposal to construct a second solid waste transfer station within its boundaries. This development would make West Chicago the only municipality in DuPage County to host such a facility, let alone a second one, and the first community in Illinois with fewer than 50,000 residents to have two. This raised significant concerns among residents, stakeholders, and the media. To head off public scrutiny and ensure transparency in the application process, a strategic communications strategy aimed at controlling the narrative and protecting its reputation was implemented on behalf the City.

Key Actions & Strategic Approach

Public Engagement & Reputation Management

Information shared with the public was developed through extensive research of the project application, consultation with internal and external stakeholders, and continuous feedback gathered from various community channels. These discussions and insights helped shape the City’s communications strategy, ensuring that messaging reflected diverse perspectives and addressed evolving public concerns.


Transparent Messaging Focused on Facts

To maintain public trust, messaging was kept strictly factual and informative. The only content containing contextual or explanatory language was a message from the mayor, which emphasized the City’s limited role in the application process and directed residents to the dedicated resource page for more information.


Media Relations & Narrative Control

Understanding the media’s influence on public perception, relationships were proactively built with journalists from the Chicago Sun-Times and Daily Herald. These efforts helped ensure accurate and balanced reporting and ultimately led to a Daily Herald Editorial Board opinion article that commended the City’s transparency and handling of the issue.

Screenshot of Daily Herald Review Board Article

"At times in the past, we have criticized municipalities and school districts for not providing documents. We also have spoken up when taxing bodies have made it difficult for members of the public to participate in meetings. So, it’s only fair that we highlight when a town makes an effort to be transparent. Indeed, it’s gratifying to be able to do so."

Daily Herald Editorial Board

Digital Strategy & Public Accessibility

To enhance accessibility and engagement, a project-specific webpage was developed with comprehensive information about the application process, the City’s role, public hearing records, and copies of both the application and its summary. The webpage featured:

  • Mobile-friendly UX/UI design
  • A translation plugin to support multiple languages
  • Adherence to WCAG 2.2 ADA standards to ensure accessibility and inclusivity
  • SEO optimization to improve search engine visibility
  • Paid campaigns through Facebook and Google Ads to increase outreach
  • Regular updates to maintain credibility and foster continued stakeholder engagement

Explore the Live Page

Check out the full webpage on the City of West Chicago’s official website.
View Page

Results Recap

  • Fostered public trust through transparent, factual communications
  • Reduced misinformation by proactively sharing timely updates
  • Strengthened media relationships with accurate, balanced coverage
  • Built relationships with the media and earned positive recognition from the Daily Herald
  • Established a sustainable model for future issue-based communications

This case study demonstrates how a proactive and transparent communications strategy can mitigate controversy, build credibility, and shape public perception. By prioritizing factual messaging, accessibility, and media engagement, the City of West Chicago now has a new internal standard for managing sensitive public issues.

Services Provided

Marketing
  • Multi-Channel Campaign Planning
  • Social Media & CMS Management
  • Performance Tracking
Communications
  • Internal & External Strategy
  • Crisis Communications
  • Speech Writing & Talking Points
Public Relations
  • Media Relations & Story Pitching
  • Reputation Management
  • Event Publicity & Community Relations
Creative Services
  • Graphic Design for Print & Digital
  • Website & Environmental Design
  • Content Development & Copywriting
Strategic Planning
  • Short & Long-Term Plans
  • Brand & Campaign Strategy
  • Long-Range Budget Strategy
Analytics & Reporting
  • KPI Tracking & Reporting
  • Survey Design & Analysis
  • Data Visualization
View All Services

Creative Solutions, Real Results

A case study highlighting the process, decisions, and collaboration that shaped a successful outcome. 

Crisis Communications


Managing Media, Miscommunication, and Stakeholder Concerns Surrounding a Controversial Community Project

New Leads
0
Likes
0 k
Increase
0 %

Summary

In 2022, the City of West Chicago faced a public relations challenge following the proposal to construct a second solid waste transfer station within its boundaries. This development would make West Chicago the only municipality in DuPage County to host such a facility, let alone a second one, and the first community in Illinois with fewer than 50,000 residents to have two. This raised significant concerns among residents, stakeholders, and the media. To head off public scrutiny and ensure transparency in the application process, a strategic communications strategy aimed at controlling the narrative and protecting its reputation was implemented on behalf the City.

Key Actions & Strategic Approach

Public Engagement & Reputation Management

Information shared with the public was developed through extensive research of the project application, consultation with internal and external stakeholders, and continuous feedback gathered from various community channels. These discussions and insights helped shape the City’s communications strategy, ensuring that messaging reflected diverse perspectives and addressed evolving public concerns.


Transparent Messaging Focused on Facts

To maintain public trust, messaging was kept strictly factual and informative. The only content containing contextual or explanatory language was a message from the mayor, which emphasized the City’s limited role in the application process and directed residents to the dedicated resource page for more information.


Media Relations & Narrative Control

Understanding the media’s influence on public perception, relationships were proactively built with journalists from the Chicago Sun-Times and Daily Herald. These efforts helped ensure accurate and balanced reporting and ultimately led to a Daily Herald Editorial Board opinion article that commended the City’s transparency and handling of the issue.

Screenshot of Daily Herald Review Board Article

"At times in the past, we have criticized municipalities and school districts for not providing documents. We also have spoken up when taxing bodies have made it difficult for members of the public to participate in meetings. So, it’s only fair that we highlight when a town makes an effort to be transparent. Indeed, it’s gratifying to be able to do so."

Daily Herald Editorial Board

Digital Strategy & Public Accessibility

To enhance accessibility and engagement, a project-specific webpage was developed with comprehensive information about the application process, the City’s role, public hearing records, and copies of both the application and its summary. The webpage featured:

  • Mobile-friendly UX/UI design
  • A translation plugin to support multiple languages
  • Adherence to WCAG 2.2 ADA standards to ensure accessibility and inclusivity
  • SEO optimization to improve search engine visibility
  • Paid campaigns through Facebook and Google Ads to increase outreach
  • Regular updates to maintain credibility and foster continued stakeholder engagement

Explore the Live Page

Check out the full webpage on the City of West Chicago’s official website.
View Page

Results Recap

  • Fostered public trust through transparent, factual communications
  • Reduced misinformation by proactively sharing timely updates
  • Strengthened media relationships with accurate, balanced coverage
  • Built relationships with the media and earned positive recognition from the Daily Herald
  • Established a sustainable model for future issue-based communications

This case study demonstrates how a proactive and transparent communications strategy can mitigate controversy, build credibility, and shape public perception. By prioritizing factual messaging, accessibility, and media engagement, the City of West Chicago now has a new internal standard for managing sensitive public issues.

Services Provided

Marketing
  • Multi-Channel Campaign Planning
  • Social Media & CMS Management
  • Performance Tracking
Communications
  • Internal & External Strategy
  • Crisis Communications
  • Speech Writing & Talking Points
Public Relations
  • Media Relations & Story Pitching
  • Reputation Management
  • Event Publicity & Community Relations
Creative Services
  • Graphic Design for Print & Digital
  • Website & Environmental Design
  • Content Development & Copywriting
Strategic Planning
  • Short & Long-Term Plans
  • Brand & Campaign Strategy
  • Long-Range Budget Strategy
Analytics & Reporting
  • KPI Tracking & Reporting
  • Survey Design & Analysis
  • Data Visualization
View All Services
Explore the strategy behind the work.

Creative Solutions, Real Results

A case study highlighting the process, decisions,
and collaboration that shaped a successful outcome.

Crisis Communications


Managing Media, Miscommunication, and Stakeholder Concerns Surrounding a Controversial Community Project

New Leads
0
Likes
0 k
Increase
0 %

Summary

In 2022, the City of West Chicago faced a public relations challenge following the proposal to construct a second solid waste transfer station within its boundaries. This development would make West Chicago the only municipality in DuPage County to host such a facility, let alone a second one, and the first community in Illinois with fewer than 50,000 residents to have two. This raised significant concerns among residents, stakeholders, and the media. To head off public scrutiny and ensure transparency in the application process, a strategic communications strategy aimed at controlling the narrative and protecting its reputation was implemented on behalf the City.

Key Actions & Strategic Approach

Public Engagement & Reputation Management

Information shared with the public was developed through extensive research of the project application, consultation with internal and external stakeholders, and continuous feedback gathered from various community channels. These discussions and insights helped shape the City’s communications strategy, ensuring that messaging reflected diverse perspectives and addressed evolving public concerns.

Transparent Messaging Focused on Facts

To maintain public trust, messaging was kept strictly factual and informative. The only content containing contextual or explanatory language was a message from the mayor, which emphasized the City’s limited role in the application process and directed residents to the dedicated resource page for more information.

Media Relations & Narrative Control

Understanding the media’s influence on public perception, relationships were proactively built with journalists from the Chicago Sun-Times and Daily Herald. These efforts helped ensure accurate and balanced reporting and ultimately led to a Daily Herald Editorial Board opinion article that commended the City’s transparency and handling of the issue.
Screenshot of Daily Herald Review Board Article

"At times in the past, we have criticized municipalities and school districts for not providing documents. We also have spoken up when taxing bodies have made it difficult for members of the public to participate in meetings. So, it’s only fair that we highlight when a town makes an effort to be transparent. Indeed, it’s gratifying to be able to do so."

Daily Herald Editorial Board
Digital Strategy & Public Accessibility

To enhance accessibility and engagement, a project-specific webpage was developed with comprehensive information about the application process, the City’s role, public hearing records, and copies of both the application and its summary. The webpage featured:

  • Mobile-friendly UX/UI design
  • A translation plugin to support multiple languages
  • Adherence to WCAG 2.2 ADA standards to ensure accessibility and inclusivity
  • SEO optimization to improve search engine visibility
  • Paid campaigns through Facebook and Google Ads to increase outreach
  • Regular updates to maintain credibility and foster continued stakeholder engagement

Explore the Live Page

Check out the full webpage on the City of West Chicago’s official website.
View Page

Results Recap

  • Fostered public trust through transparent, factual communications
  • Reduced misinformation by proactively sharing timely updates
  • Strengthened media relationships with accurate, balanced coverage
  • Built relationships with the media and earned positive recognition from the Daily Herald
  • Established a sustainable model for future issue-based communications

This case study demonstrates how a proactive and transparent communications strategy can mitigate controversy, build credibility, and shape public perception. By prioritizing factual messaging, accessibility, and media engagement, the City of West Chicago now has a new internal standard for managing sensitive public issues.

Utilized Services

Marketing
  • Multi-Channel Campaign Planning
  • Social Media & CMS Management
  • Performance Tracking
Communications
  • Internal & External Strategy
  • Crisis Communications
Public Relations
  • Media Relations & Story Pitching
  • Reputation Management
Creative Services
  • Website & Environmental Design
  • Content Development & Copywriting
Strategic Planning
  • Brand & Campaign Strategy
Analytics & Reporting
  • KPI Tracking & Reporting
View All Offered Services