id	author	title	date	pages	extension	mime	words	sentences	flesch	summary	cache	txt
cord-333269-nntcac2k	Retzlaff, Kimberly J.	Water Utility Communications Can Build Trust During the COVID‐19 Pandemic	2020-08-04		.txt	text/plain	2972	173	52	Following a communications plan and using a spokesperson, water utilities should focus on simple messages that use basic terminology. Depending on the utility's employee structure, any employee could be a point of contact for customers and the community, so sharing information with the entire team helps ensure consistent messaging. In cases where a utility shares broader city platforms for social media, it could be helpful to work with the city communications team to promote water utility activities, for example, showcasing how utility operations protect public health. For any online COVID-19 messaging, link directly to the utility's Consumer Confidence Report, reinforcing the emphasis on water quality and showing where customers can go to find more information or speak with someone if they have questions. Beyond consistently providing safe and reliable service, water utilities can build and reinforce public trust through their communications efforts.	./cache/cord-333269-nntcac2k.txt	./txt/cord-333269-nntcac2k.txt