AWWA QTC98372

In view of the mandatory issuance of Consumer Confidence Reports (CCR) in 1999, BHC Company decided to voluntarily distribute an Annual Water Quality Report (WQR) in 1997 to evaluate issues and concerns of importance to its customers. A comprehensive communication plan was designed by the Customer Water Quality Report (CWQR) team which included design and development of the report, media participation, consumer focus groups and pre- and post-consumer attitude surveys. This exercise showed that receiving the WQR increased consumer confidence in the utility and encouraged dialogue. It has the potential to reduce effects of negative communication by public interest groups, to highlight areas of public concern and provide a baseline for improvement. Lessons learned from this exercise would be useful information for other utilities in their preparation to produce the mandated CCR.

Product Details

Published:

01/01/1998

ISBN(s):

0898679796

Number of Pages:

19

File Size:

1 file , 86 KB