On March 9, 2020, TxDOT’s Waco District welcomed Jake Smith as its new public information officer (PIO) following Ken Roberts’s retirement (see this story in last quarter’s My35 Central Texas News). Jake comes from the Harris County Sheriff’s Office, where he served as media relations coordinator. In that role, Smith represented the sheriff’s office to county residents. His skills were honed in a trial by fire under extreme circumstances, like Hurricane Harvey, which inundated Houston just over a year after he took the job.
Similar to his role there, Smith is now one of TxDOT’s 25 PIOs fielding inquiries and helping the general public understand why TxDOT does what it does. For example, the new construction along I-35 now occurring in the Waco District — while inconvenient at times — promises long-term benefits through improved safety and enhanced economic opportunity.
“It can be frustrating to have to change your route or wait on construction delays when you’re late for work or your kids’ soccer practice,” Smith acknowledges. “It’s my job to listen to that feedback and help district engineers understand it. It’s also my job to help the public understand why small sacrifices can be worthwhile for the greater public good.”
A dedication to public service is Smith’s primary motivation in taking Waco’s PIO job. At one time he wanted to be a sports broadcaster and has a bachelor’s in broadcast production from Sam Houston State University (SHSU) to prove it; but Smith’s experience with the sheriff’s office kindled a new passion: to serve the public interest.
When the position with TxDOT opened up, it seemed like a natural fit. Smith observed the department in action during Harvey, and came to appreciate the vital role transportation — and access to vital goods and services — plays in everyday people’s lives, especially in stressful times.
More than 720,000 vehicles are registered in the district, and that’s not counting travelers who pass through on I-35. Locals and visitors drive more than 20,000 vehicles miles in the district every day. That’s a lot for one man to keep track of as he translates between engineering imperatives (new construction needs) and the public’s desire to get where they’re going safely, efficiently, and reliably. Smith, however, is motivated by the challenge.
“I love knowing I’m serving the eight counties of the district and it’s nearly 800,000 residents,” Smith says. “It’s my mission to give the public useful information they know they can trust; in good times, sure, but especially in challenging times — like now, during the COVID-19 pandemic.”
Whether it’s making a person’s commute easier, improving residents’ quality of life, or making sure a mother knows the safest route to drive to get her toddler to a doctor’s appointment, Smith knows that every aspect of his job is somehow in service to Texans. “That’s what I love about it,” he says.
Smith also appreciates that transparently representing what TxDOT is doing builds trust between the agency and those who pay its way: Texas taxpayers. While press releases and newsletters articles like this one are still messaging mainstays, social media is the most direct method for interacting with the public these days. Smith has extensive experience working with social media, and his master’s thesis at SHSU studying Twitter and digital media. That expertise let him hit the ground running when he joined the district this spring.
Since the My35 project began in 2008, TxDOT has completed 12 construction projects. The current effort in the Central Texas Region focuses on Project 4B: Waco North. In previous years, with numerous segments under simultaneous construction, it made sense to have multiple Twitter feeds that highlighted different elements of the process. For example, lane closers, estimated travel times, and traffic incidents each had their own channel. But now that most of the larger effort is completed, it made sense to consolidate. Now there are two channels: one highlighting general I-35 information related to the entire corridor, and one providing consolidated updates on the Waco 4B project.
“We wanted to make our outreach more of a one-stop shop for folks needing information about construction efforts,” Smith says.
There is, however, one aspect of his job Smith doesn’t like: the current restrictions on his ability to interface directly with other people. While he understands and fully endorses the need to social distance and work remotely, Smith sorely misses interacting personally with his fellow employees and the general public. Yet, he emphasizes, his door is always open — virtually, at least.
“I like to get out and meet people and make that person-to-person contact, but unfortunately because of circumstances, it just can’t be done right now,” he says. “In the meantime, there’s the phone, email, our social media channels, and carrier pigeon. I want the public to know I’m here, I’m listening, and I’ll do everything I can facilitate communication between TxDOT and our neighbors in the Waco District.”
Jake Smith
I-35 Public Information Officer
254-867-2705
Contact My35
