Tools to Help Utilities Get the Word Out Fast Last week, we talked about the role public advisories can be used to garner community buy-in and create more informed rate payers. Planning and adopting a comprehensive advisory framework, though, takes time—something most small utilities just don’t have to spare. With that reality in mind, we wanted to let you know about a few public notification services available on the market. A quick disclaimer first—we at WaterOperator.org aren’t endorsing these or any other company, and we recommend you do research on your own to find the system that best fits your needs. Whether you contact one of these companies, another, or none at all, it’s worth the time to find out how a system like this might benefit your community. Also, please remember to check with your primacy agency as to whether your chosen (lowercase) public notification option may or may not be used for compliance with the requirements of the (uppercase) Public Notification regulation, or simply as a trust-promoting public service. Swiftreach Networks Using the SwiftH2O™ internet-based platform, utilities easily create and send thousands of voice, text, fax and email messages within minutes to any number of individuals on any device. These notifications are directly targeted to affected customers and tracked, allowing you to track who received and listened to your messages. RapdiNotify This international company’s web-based mass notification system allows you to notify your staff, rate payers, and other contacts via phone, email, and text messages. The product includes a self-registration widget for your website, as well as GIS mapping to help you target mass communication inside specific, user-defined geographic areas. WARN WARN offers multiple notification platforms built with small communities in mind. If paid services aren’t right for your utility, remember that social media platforms like Facebook and Twitter have extremely broad reaches—with the added perk of allowing rate payers to respond. Whether your system is a social media beginner or veteran, the free resources below are worth checking out. Communications, Customer Service, Social Networking This 10-slide presentation breaks social media sites into basic kinds (conversational, one-way, interactive, etc.), and briefly discusses how many people use many of the most popular sites, basic uses of some social media outlets, and customer service on social media. Social Networking: The Old and the New, Interaction and Communication Between Communities and Their Customers and Operator to Operator Connectivity This 23-slide presentation discusses social networking and social media. It discusses the importance, possible uses, and approach to using social media, particularly Facebook, for communication and outreach, and includes several screenshots of national water organization's Facebook pages. You can also contact us directly at info@wateroperator.org or join our Small Communities #TalkAboutWater LinkedIn group to get advice on how to tap into the power of social media. April 14, 2016 By User Emergency Response, Public Education emergency planning , featured document, outreach , public notification 0 0 Comment Read More »
Public Advisories: They're Not Just for Emergencies In the wake of Flint and similar events, questions about the effectiveness of public notification requirements are on the minds of many. In fact, the U.S. House of Representatives earlier this year voted 416-2 in support of a bill that would strengthen notification requirements related to lead levels. With concerns and emotions high, it can be difficult to remember that the best public notification procedures are about much more than emergency response and compliance. In their Drinking Water Advisory Communication Toolbox, the Centers for Disease Control encourages drinking water systems to use advisories to Provide information—An advisory may be issued when consumers need to receive important information by do not need to take any action. For example, a water system may issue and advisory to inform households about seasonal changes in water taste. Encourage preparedness—Advisories may help customers prepare for a planned disruption in service or anticipated water quality threats. Advisories may affect a small area, such as during distribution system construction or repair. Advisories also can urge customers to prepare for a large area event, such as an approaching hurricane. This type of advisory alerts people to water or listen for more information. Recommend action—Advisories may tell customers to take specific actions, such as to boil water or use bottled water. These advisories may be issued as a precaution or in response to a waterborne disease outbreak. Meet public notification requirements—Advisories are required by the Safe Drinking Water Act (SDWA) when specific circumstances exist. The SDWA requires communication with customers when the water system does not comply with a regulation. Water operators and communities are undoubtedly quite familiar with the reasons and requirements for the final two uses. But the value of the others may not be as apparent. In addition to be being good business practices, issuing informative and preparedness advisories can actually help utilities garner community buy-in and help rate payers understand the time, hard work, and other resources that go into delivering clean, safe water. If all customers hear is bad news, they won’t be eager to support the local public system. Notifying people when water main repairs may close roads or when drilling a new well will provide the community with a new resources can change public perception of a utility and its staff. The CDC toolbox is a great resource for small systems looking to improve their public notification procedures, but operators with lingering questions can visit our Documents Database or contact us directly at info@wateroperator.org. And be sure to check back here for a follow-up post on media platforms and available services that can help get the word out. April 7, 2016 By User Emergency Response, Public Education, Value of Water emergency response, public notification 0 0 Comment Read More »
What We Can Learn from Flint It’s not often that drinking water gets in-depth news coverage and front page headlines, but I think we’re all just sad that it happened this way. The story of Flint, Michigan’s drinking water crisis has unfolded over nearly two years, but the national media attention escalated rapidly in the past month. I believe I speak for every one of our WaterOperator.org readers when I say this just hits too close to home. This is our industry, these are our friends and colleagues, and of course, the people of Flint are our neighbors in trusting that tap water will always deliver. There’s no role for blame because we’ve all lost on this one. And when you go beyond the issues of oversight, social justice, and politics, there’s a story about the challenging decisions that operators, utility managers, and local government officials make day-to-day. These jobs have aways been hard, but we now have an opportunity to grow, change, and do better. This could have happened anywhere, but it doesn’t have to happen in your community. Here’s what everyone can learn from Flint: Unintended consequences are real. The story of Flint highlights the critical balancing act required to serve drinking water that meets every standard. One change (large or small) can have cascading effects on the entire treatment train and distribution system, so decisions should not be made lightly. Appendix C (Guidance for Evaluating Impacts of Treatment Changes on Distribution Systems) and D (Tools for Evaluating Impacts of Treatment Changes on Lead and Copper Rule Compliance) within the Simultaneous Compliance Guidance Manual are solid, first-step references. Don’t be afraid to ask for help. State and federal agencies are made up of people who care about what they do. So not only is it their job to help systems make better decisions, they want to do the right thing. They also know others with additional technical expertise, including researchers and technical assistance providers, who can consult with you at no cost. Ask for assistance when planning changes or as soon as you know there is a problem. If you’re not sure whom to contact, here’s the list of primacy agency websites. You can also contact us (info@wateroperator.org) and we’ll find someone who can help. Public health is the priority. A water system’s ultimate job is not to meet compliance, but to provide safe drinking water and protect public health. Regulations are the baseline mechanism for getting there, but thinking holistically about what’s logical can prevent unintended consequences. There are certainly flaws in the Safe Drinking Water Act regulations, so the Water Supply Guidance (WSG) manual offers policy statements and clarifications on intent as a starting point. Trust is easier to break than restore. It is always better to act out of an abundance of caution and be wrong, than it is to do nothing out of fear. Early, active, and consistent public communication (even when the answers are still uncertain) will go far to maintain the public’s trust in the water system and the local government. We’ve compiled some of the best resources on risk communication requirements and best practices. The situation in Flint is more than unfortunate, but we can all reduce the chance that it will happen again and be more prepared to react in any emergency situation. Our thoughts are with each and every one of you working beyond measure to make this right. January 22, 2016 By Jennifer Wilson Emergency Response, Public Education, Regulations, Value of Water 0 0 Comment Read More »
Tips to Help Utilities Get the Water Rates They Need In a previous post, we shared tips to help you lay the groundwork for a successful rate approval process. The strategies focused on gaining public support for your operations as a whole so customers understand its value when it came time to ask for additional funds. Following these will help you gain community buy-in, but how you present a rate increase proposal will still play a vital role in ensuring you have the rates you need. Here are a few things to remember while you are developing your communication strategy: Timing is key. Community events, especially elections, can have a significant influence on the success of an increase. Anticipating customer concerns and providing answers to questions about the need for the increase, cost efficiency, and how the change will affect individuals up front can do a lot to misunderstandings and foster public support. Whether you're talking to a customers or the board, your messages should be succinct and consistent. Statements like, "Water reliability is at risk due to the need to upgrade the distribution system," clearly convey what is at stake and what actions can be taken. Your local media can be a beneficial partner in utility communication, particularly if you have taken steps to cultivate a relationship. Working with community stakeholders like environmental groups, industries, and even neighboring utilities can lend credibility to your messages and create champions for the rate adjustment. For more suggestions, read this report from an expert panel discussion at the 2014 AWWA/WEF Utility Management Conference. December 14, 2015 By User Funding, Public Education, Sustainability 0 0 Comment Read More »