I’ve had the chance during my career to take part in thousands of damage claims. I’ve drilled thousands of damages to a root cause as a damage prevention quality analyst, and a huge percentage was the result of a failure in communication. A famous quote comes to mind by the late actor Strother Martin in a 1967 movie called Cool Hand Luke, “What we’ve got here, is a failure to communicate”. In our industry, clear communications create a better understanding of the damage prevention process and can prevent an incident from occurring. Unfortunately, in the U.S., we are averaging about one damage every one to two minutes. I can say without a doubt that many stakeholders have learned and unfortunately will continue to learn the hard way - if a conversation between an excavator and a locator was not documented, you can’t prove it ever happened. What can happen is memory loss and confusion about what was discussed. I’ve experienced this damage scenario as a young locator when locating a long highway widening project with daily conversations and a handshake agreement on a locating schedule.
Underground utility locating and underground excavation are high-stake activities that demand accountability while following a certain code of conduct. At the heart of a successful locate and excavation project are two essential elements: communication and documentation. These principles are fundamental, heavily supported by the Common Ground Alliance (CGA) best practices, Chapter 4 best practice 14 and 15, respectively. Whether it’s in the form of verbal, written, digital, or nonverbal, communication builds shared understanding among all stakeholders, while documentation captures the work done and proves that it was done correctly. These best practices are not standalone ideas; they form the foundation of nearly every damage prevention activity on a job site. When communication breaks down or documentation is incomplete, even the best-trained construction crews and line locators increase the risk of utility strikes. But when applied together, these two practices create a framework of awareness, accountability, and transparency.
Forms of Communication
Communication on the job site is multifaceted. It includes spoken words and written instructions, but also field markings, emails, and digital records. Verbal and written communication covers pre-excavation meetings, direct phone calls between locators and excavators, and jobsite briefings. These conversations align expectations and clarify questions about scope, timing, and responsibilities, and should be clearly documented. This is often part of a pipeline right of way documentation requirements.
Electronic communication adds a structured layer of information sharing. Excavators typically initiate the process by contacting their state or regional One Call center to submit a locate request. This step alone is a critical form of communication—one that launches a chain of responsibilities and responses. Regional One Call centers serve as communication hubs, routing notifications to utility owners and their contracted locating firms. In response, facility owners or their locating contractors review the request and send positive responses back to the excavator. These updates may be issued via email, through ticket management platforms, or directly posted to regional 811 websites. Many state One Call systems allow excavators to view positive responses by entering their ticket number, offering real-time updates on who has marked their facilities, and what to expect on-site.
In the field, non-verbal communication occurs when site markings are placed. Excavators use white paint to outline their proposed dig site, a process known as white-lining, that is optional in many states. This key visual site marking tells the locators exactly where excavation is taking place and where markings are needed. When locators respond to mark the jobsite, they visually communicate with paint, flags, or stakes using the (APWA) Uniform Color Code which identifies the purpose or type of product traveling through a pipe or wire buried beneath the surface. Field markings often include size and material notations, such as "6” STL" to identify a 6-inch steel pipe.
This clarity helps excavators distinguish marked, active utilities from the maze of unknown or abandoned infrastructure below ground. Another key point to communicate is the presence of abandoned facilities on the jobsite by placing an A inside of a circle using the appropriate color. The letter “A” is used to indicate the presence of an abandoned line and normally not its location. While not all abandoned facilities are locatable, marking or providing mapping details of their known location visually adds another layer of communication between the locator and excavator.
Techniques and Platforms for Documentation
If communication helps avoid utility strikes, documentation helps resolve them. Documentation is more than a checkbox—it’s a detailed record of what was done, how it was done, and when. It serves both operational and legal purposes. In the event of an incident, documentation becomes the evidence used to determine who did what and whether all reasonable precautions were taken.
Every locate should result in a clear, time-stamped record. This includes:
Digital photography is one of the most effective documentation tools available. A properly framed photo can capture markings, show surrounding landmarks, and preserve site conditions before excavation begins. When possible, locators should photograph white paint from the excavator along with their own color-coded markings to document the full communication cycle. These photos often include metadata such as GPS coordinates and timestamps, automatically linking them to a location and moment in time.
Beyond photos, written field notes remain vital. Every phone call attempt, voicemail, and site update should be logged with a date and time. If a voicemail box is full or a call goes unanswered, that information should still be noted. Many experienced locators keep daily work journals in chronological order, creating a consistent timeline of their activities.
Ticket management systems have transformed the way both communication and documentation are handled. Locators receive 811 notifications through these platforms and can respond by uploading photos, closing tickets electronically, and adding site notes. These entries are often pushed back to the excavator through email or accessible portals. Some systems even offer audit trails that show exactly when a ticket was created, accessed, or closed. These platforms are not only used by locators. Excavators can also maintain records of their own, from white-lining images to notes about which utilities have responded. In cases where projects stretch over days or weeks, these systems provide continuity and clarity, ensuring that new personnel can review previous activity and make informed decisions.
Why It All Matters
All of these communication and documentation practices align with the CGA's broader mission: to prevent damages to underground facilities and enhance safety. The Best Practices Guide itself is a product of collective industry communication, developed by stakeholders from every sector of utility and construction work. Its recommendations represent consensus-driven wisdom and real-world techniques that work.
Visual inspection (CGA 4-7), facility owner identification on markings (4-13), and positive response mechanisms (4-9) are just a few of the many practices that complement 4-14 and 4-15. These practices don’t exist in isolation—they build on each other to support the ultimate goal of safe excavation.
As worksite complexity increases and utility congestion grows, strong communication and meticulous documentation are not just good habits, they are risk control strategies. They reduce injuries, protect reputations, and safeguard vital infrastructure. The more detailed, proactive, and collaborative the effort, the better the outcomes for all parties involved.
Final Thoughts
Communication prevents damages. Documentation protects against liability. Together, they form a comprehensive safety net that underpins every locate ticket. Whether it's a voicemail note logged in a field journal, a marked “6” PVC line captured in a photo, or a ticket response logged in a management system, each action tells part of the story.
The best locators and excavators treat these tasks not as side duties but as core responsibilities. When done right, they don't just check a box—they ensure everyone gets home safe, the utilities stay online, and the job gets done right. That’s what CGA Best Practices 4-14 and 4-15 are all about.