--- title: KorTerra Blog | Effective Communication With Excavators | KorTerra description: Communication with excavators depends on the communication chain, beginning with ticket submission and continuing through ticket completion. image: https://korterra.com/hubfs/Imported_Blog_Media/Untitled-design-3.jpg --- [![Korterra](https://korterra.com/hs-fs/hubfs/Korterra_Jan2026/Images/korterra-logo.png?width=236&height=52&name=korterra-logo.png "Korterra")](https://korterra.com) [![Korterra](https://korterra.com/hs-fs/hubfs/Korterra_Jan2026/Images/korterra-logo.png?width=236&height=52&name=korterra-logo.png "Korterra")](https://korterra.com) - [Products](https://korterra.com/products) - [Locate Management](https://korterra.com/products/locate-management) - [Risk Management](https://korterra.com/products/risk-management) - [Productivity Management](https://korterra.com/products/productivity-management) - [Industries](https://korterra.com/industries) - [Oil and Gas](https://korterra.com/industries/oil-and-gas) - 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[Blog](https://korterra.com/blog/tag/blog) - [News](https://korterra.com/blog/tag/news) - [Events](https://korterra.com/blog/tag/events) - [Case Studies](https://korterra.com/blog/tag/case-studies) - [Downloadable Resources](https://korterra.com/blog/tag/downloadable-resources) ### connect with us - - - - ## Effective Communication with Excavators ![Effective Communication with Excavators](https://korterra.com/hubfs/Imported_Blog_Media/Untitled-design-3.jpg)   One of the weakest links in the damage prevention industry's one-call process is communication. When it breaks down at any point in the chain, the risk of a utility damage goes up. Effective communication with excavators depends on every stakeholder in the process, starting with the 811 ticket submission and continuing through locate completion and positive response. #### How Does the Damage Prevention Communication Chain Work? **What is the communication chain in one-call damage prevention?** The chain begins when a utility receives a locate ticket from the one-call center. The facility owner assigns the ticket to a locator who will perform the locate. The facility owner is responsible for ensuring tickets are completed on time and that status information flows back to the excavator. Every stakeholder in this process contributes to successful information exchange, or creates barriers to it. Understanding where communication breaks down, and where it works well, is essential to reducing damages. #### How Do One-Call Centers Support the Communication Chain? One-call centers contribute to effective communication by offering excavators multiple ways to submit locate requests: phone, web portals, and electronic ticket submission. Centers that accept positive response create even stronger communication by allowing more information to accompany each ticket, including drawings, as-builts, and survey data. That additional context helps locators perform more accurate work. **What is positive response in the 811 process?** Positive response is the communication back to the excavator confirming the status of their locate request, whether it's been completed, is in progress, or has been delayed. One-call centers that publish positive response information on their websites, and those that proactively push status updates to excavators, eliminate the need for excavators to seek out that information on their own. That proactive communication reduces the misunderstandings and timing gaps that lead to damages. #### How Can Facility Owners Strengthen Communication With Excavators and Locators? Facility owners positively impact the communication chain by sharing as much information as possible with the locators and excavators involved in each ticket. Some facility owners manage and locate their own tickets. Others work with contract locators. In both cases, facility owners contribute to better outcomes by ensuring that positive response reaches the excavator and that an open line of communication exists if a locate is delayed, cannot be completed, or if questions arise about the dig site. **Why does communication between facility owners and excavators matter for damage prevention?** When an excavator doesn't know the status of their locate request, they're left choosing between waiting (and absorbing project delays) or proceeding without complete information. Neither outcome is good. Facility owners who maintain direct, responsive communication with excavators reduce that uncertainty and the risk that comes with it. #### What Do Locators and Excavators Need for Effective Communication in the Field? Locators and excavators, whether facility-employed or independent contractors, contribute most effectively to the communication chain when they have access to positive response data, current locating equipment, GIS and facility mapping information, and detailed dig site context. **What communication tools reduce damage risk between locators and excavators?** Direct lines of contact between excavators and locators, and between excavators, locators, and facility owners, are critical. When questions about a dig site can be resolved through a direct conversation instead of routed through an office or call center, issues get addressed before they become incidents. Ensuring that excavators and contractors have adequate communication channels with every stakeholder in the process benefits everyone involved. #### How Does Technology Improve Communication Across the One-Call Process? Many organizations use technology to support the communication that damage prevention depends on. **What technology tools improve one-call communication and transparency?** The tools making the biggest impact include: Electronic ticket submission that speeds up the request process and reduces data entry errors. 811 ticket management software that centralizes ticket data, status tracking, and stakeholder communication in one platform. Digital GIS and facility mapping access that gives locators accurate facility data in the field. Electronic positive response systems that automate status updates back to excavators. Mobile applications that keep field crews connected to ticket data and communication tools regardless of location. These tools create transparency across the entire communication chain, replacing the phone calls, manual lookups, and information gaps that slow the process down and increase damage risk. #### What Steps Can Stakeholders Take to Improve One-Call Communication? Every stakeholder in the one-call process can take steps toward better communication and fewer damages: break down information exchange barriers between organizations, increase transparency at every handoff in the ticket lifecycle, support and enforce positive response requirements, adopt technology that keeps all parties connected to current ticket status, and treat every participant in the process as a partner in the shared goal of safe excavation. When all stakeholders use the right tools and follow communication best practices, the result is a safer, more reliable damage prevention process for everyone.   --- ##### About KorTerra, Inc. KorTerra is the leading provider of damage prevention software, protecting billions of dollars in underground infrastructure. For over 30 years, the leading stakeholders in gas distribution, pipeline operation, telecommunications, electric distribution, contract locating, and city, county, and state governments have trusted KorTerra as their damage prevention solution. KorTerra helps mitigate risk and ensure the safety of field personnel by providing secure software platforms for processing 811 locate tickets, tracking and reporting asset damages, meeting regulatory compliance, and more. Explore additional solutions at [korterra.com](https://www.korterra.com/) and follow [KorTerra on LinkedIn.](https://www.linkedin.com/company/korterra-inc/) **Media Contact:** Paige Nygaard – KorTerra, Inc. 952.368.1911 [marketing@korterra.com](mailto:marketing@korterra.com) SHARE - - - [Previous Post](https://korterra.com/blog/the-evolving-relationship-between-technology-and-damage-prevention) [Next Post](https://korterra.com/blog/ground-penetrating-radar-vs-electromagnetic-locating-technology) [![Korterra](https://korterra.com/hs-fs/hubfs/Korterra_Jan2026/Images/korterra-footer-logo.png?width=217&height=48&name=korterra-footer-logo.png "Korterra")](https://korterra.com) | [952.368.1911](tel:9523681911) [Email](mailto:info@korterra.com) | | --- | | 1851 Lake Drive West Chanhassen, MN 55317 | Protecting communities and critical infrastructure with innovative solutions that ensure safe excavation and asset preservation. 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