Case Study: Inquiry Management - The Hum

Written By Rachel Rae
Inquiry Management for Infrastructure Projects | The Hum Case Study | reVerb Communications
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Case Study · Inquiry Management

Inquiry Management: The Hum

A single noise complaint on an infrastructure project revealed a wider issue.

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Nick Ross of reVerb wearing a headset at an inquiry management workstation
Location
Alberta
Date
2026
Client
Undisclosed
Service
Inquiry Management

For major infrastructure projects, the person answering a call or responding to an email is often the public's first direct connection to the project.

These interactions shape public perception and provide an ongoing feedback loop between the project team and the community.

The Challenge

A Mysterious Hum Near a Resident's Home

During the construction of a major infrastructure project, a resident contacted the project team's public inquiry line to report a mysterious “hum” near their home.

At the time, the concern appeared to be an isolated complaint with no obvious source or immediate solution. A standard approach might have logged the call as a one-off and closed the file.

reVerb treats public inquiries as a source of project intelligence and a chance to identify emerging issues before they escalate.

The Issue

Following the Inquiry Trail

The team used the first interaction to gather detailed information and track it over time.

  1. Targeted Questions

    Staff asked targeted questions about when and where the noise occurred and documented the details for tracking and analysis.

  2. More Calls

    Soon after, additional residents contacted the project team with similar concerns.

  3. A Pattern Emerges

    Recognizing a pattern across multiple inquiries showed the issue was not isolated, and the team began investigating the source.

  4. Source Narrowed

    Detailed tracking of inquiry locations and timing narrowed down the potential source of the noise.

The Outcome

Generators Found and Relocated

The investigation identified that the “hum” was coming from gas-powered generators operating near the community.

The inquiry management process also uncovered a communication gap: the contractor representative was not aware that generators were being used in that area. Once the source was confirmed, the project team worked with the contractor to relocate the generators.

Following the relocation, no further complaints were received.

A generator and equipment on a sidewalk beside a construction corridor as a pedestrian walks past
Why It Matters

The Value of Inquiry Management

Inquiry management works as a source of project intelligence.

By treating each inquiry as information worth tracking, reVerb helps projects turn community feedback into solutions they can act on.

What the inquiry process caught

  • Detailed answers gathered on the first call
  • Every inquiry documented for tracking and analysis
  • A pattern identified across multiple residents
  • A communication gap with the contractor brought to light
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Work With Us

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Rachel Rae
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