Abstract
In the March 2016 Journal AWWA Inside Insight column, Mike McGuire mentioned the dreaded 3:30 AM telephone call informing a utility manager about an emergency. It's been my experience that such telephone calls can arrive not just at that dark hour but at 8:00 on a sunny Saturday morning or 3:00 on a peaceful Sunday afternoon. Emergencies rarely occur at 10:15 on a Tuesday morning when all operations, maintenance, and technical staff are present; it just doesn't work that way.
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