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Water Utility Communications Can Build Trust During the COVID-19 Pandemic.
Journal - American Water Works Association
|August 25, 2020
Summary
Water utilities can build public trust during crises like the COVID-19 pandemic by using a clear communications plan. Simple messages, empathy, and transparency are key to becoming a trusted information source.
Area of Science:
- Environmental Science
- Public Health Communication
Background:
- The COVID-19 pandemic created a need for reliable information from public utilities.
- Water utilities play a critical role in public health and safety.
Purpose of the Study:
- To outline strategies for water utilities to serve as trusted information sources during public health crises.
- To provide guidance on effective crisis communication for water utilities.
Main Methods:
- Analysis of a webinar hosted by the American Water Works Association (AWWA) in April 2020.
- Synthesis of expert recommendations on crisis communication for public utilities.
Main Results:
- Effective crisis communication requires a structured plan and designated spokesperson.
- Key communication elements include simple language, factual accuracy, empathy, and transparency.
- Building and maintaining public trust is paramount during a health emergency.
Conclusions:
- Water utilities must adopt proactive and empathetic communication strategies.
- Clear, fact-based messaging is essential for reinforcing public confidence in utility services during crises.
- Adherence to a communication plan enhances a utility's role as a trusted information provider.
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