Co-authored by Ashley Bleggi
At a recent conference, we asked utility managers and operators to tell us about their everyday communication challenges. Again and again, we heard that communicating with customers about the value of the service their utility provides was difficult, because too often, customers think about water as a good rather than a service. Customers see water all around them (even falling from the sky!), so it can be difficult for them to fully grasp the water cycle and all that goes into providing clean, safe, and reliable drinking water. To help overcome this challenge, we’ve put together some language to help utilities frame the value of the service that they provide in a simple (yet efficient) way.
Read on to see strategies and example language that your utility can use to communicate with the average customer who may not yet understand what they’re paying for through their water bill: Continue reading
For many small towns, websites are the main avenue of communication with residents. At the Environmental Finance Center at the University of North Carolina at Chapel Hill, we use town websites to find contact information, water rates, and link towns around the United States to our resources, such as our water rates dashboards. The North Carolina Water Rates Dashboard is one of our most visited pages, and nearly three percent of the dashboard’s visitors in the past year have been directed here through the website of the town of Wilkesboro, North Carolina. Wilkesboro’s website is user-friendly and informative, making it a great resource for residents and visitors alike. Residents often rely on town websites for communication, public information, and access to helpful tools like our Rates Dashboards. Continue reading
What should a utility manager do in order to convince a board or council of elected officials of the need to raise water rates? We identified 10 actionable tips based on statistical analysis of survey results of more than 1,400 local governments across the United States that were successful in raising water rates.
Mary Tiger is the Chief Operating Officer of the Environmental Finance Center at the University of North Carolina.
Water is the talk of the town these days – or at least that is what a series of marketing campaigns are hoping. Lately, it seems that almost every water industry association around has a marketing campaign for water.