Best Practices in Utility Communications: Tips and Tricks from the Pros

Communicating. Telling Your Story. Strengthening Public Trust. There's a growing appreciation in the water industry on the value of strategic communications. But where do you start? How do measure success? And how do you make the case for an investment in communications? While there is an increasing recognition of the importance of communications in the water sector, many utilities do not have a dedicated communications department. Regardless of your utilities size, strategic communications are no longer optional. In this session, communication professionals at four water utilities of varying sizes will outline how to make a business case for communications and how to effectively measure and share the return on investment. The individual presentations will offer examples on internal and external communication strategies, how to use the utilities' assets to effectively communicate and how to build a base of communicators inside the utility. Attendees will walk away with communications tools and templates that can be applied to a variety of situations. Strengthening public trust is an important part of AWWA's Strategic Plan and proactive communications are linked to consumers' trust in their water provider. The recent State of the Water Industry survey indicated that one of the top concerns of water professionals is how to build public understanding of the value of water infrastructure and services. The issues currently facing the water industry -- affordability, workforce challenges, emerging contaminants, revised lead and copper rule, infrastructure investment, and general distrust in government institutions -- mean water providers can no longer be silent. Proactive, authentic, and consistent two-way communication with a community is more essential than ever.