Thoughts

A place for education, information, and insights about the water industry.

Topics: customer service

Recent Lessons in Crisis Communications

November 29, 2018
| By Ed Archuleta
 
 
 
It is a crisp October morning. A WaterSmart colleague rolled out of bed late, grabbed his things, and rushed out the door without turning on the local news. He spent his commute listening to one of his favorite podcasts and checking texts and emails on his phone (but not while driving!) . When he got into the office, he headed to the kitchen, and as he began to fill a glass of water from the tap a coworker gasped and ask ed if he heard about the boil water notice . Immediately, concern set in and he began to wonder how he missed such a critical announcement. Unfortunately, this lack of public awareness is not an uncommon occurrence during a water quality incident. 
 
Many urban water u tilities are facing major challenges , including massive population growth, increasingly unpredictable weather patterns , and aging infrastructure. Austin Water is a world class utility organization operating under similar pressures and planning to
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