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AWWA ACE61798
- Developing a Successful Strategy for Communicating with Customers about Drinking Water Infrastructure Reliability and Renewal
- Conference Proceeding by American Water Works Association, 06/17/2005
- Publisher: AWWA
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This slide presentation outlines information on customer acceptance of infrastructurereliability. The project objectives included: develop an economic approach toincorporate social costs when addressing infrastructure reliability; and,develop a communication strategy for utilities to better inform their customers about infrastructure reliability and respond to customer concerns. Topics covered include: importance of communicating aboutinfrastructure reliability and renewal;customer communication preferences;outline of communication plan;communicating about overall goals and plans;ommunicating about individual projects; and,obtaining stakeholder feedback. The approach involved a literature review,focus group,central site survey of utility customers, and asurvey of water utilities.
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