Setting the Stage for Change Through Effective Ongoing Utility Communications

Abstract

Stakeholders shouldn't just hear from us when the news is bad or we need something. They need to hear from us routinely so they know who their water provider is, understand the value of the water services they enjoy, and have the opportunity to weigh in when big decisions are to be made. Establishing ongoing communication is not only the right thing to do since water service affects everyone's daily lives, but it also creates a relationship as well as an understanding that is critical since we will invariably need to go to our stakeholders when it's time to raise rates or when we need support for major capital improvement projects. This is the first of three articles planned by AWWA's Public Affairs Council on how to strategically communicate before, during, and after rate adjustment processes.