“Last count, I figured I’ve got somewhere between 6,000 and 7,000 landowners in the U.S. that have my cell phone number ... I’m very proud of the fact that I can send out widespread communications to thousands of people and say, ‘If you have any questions, if you have any concerns, feel free to call me at any time.’ And that is my personal cell phone number; that’s the same number that my wife calls me on.”

So says Andrew Craig, land manager with TransCanada Corp., owner of the Keystone Pipeline System. Craig has put his finger on a frequently ignored or underrated element of successful pipeline project management—effective communication.