As part of its long-standing efforts to proactively inform and prepare utility leaders, the American Water Works Association (AWWA) has created Trending in an Instant: A Risk Communication Guide for Water Utilities
to enhance water professionals’ ability to communicate effectively when their utility is in the spotlight.

The guide helps professionals:

• Understand today’s communication environment and the opportunities created by social media and risk communication;
• Build your standing in the community as a trusted information source;
• Respond effectively to community concerns that may stem from broadcast misinformation;
• Learn from other utilities that have experienced a negative media cycle and maintained and grown their reputation; and
• Access the best of recent utility-focused communication research.

The executive summary is available here. The full 80-page guide is only available for AWWA utility members.