Public Relations in Water Utilities

Vocabulary flashcards covering the roles, training, and professional departments involved in public relations for water utilities.

Public Relations Role

To create and maintain public confidence in a water utility’s ability to produce high-quality water and operate the system efficiently.

Customer Contact

An opportunity to build goodwill within the community which is essential for supporting operating and capital budgets.

Distribution System Operators

Personnel who serve as the face of the water utility and are judged by their interactions with customers.

Key Operator Attitudes

The $3$ essential qualities for operators: good communication skills, a caring attitude, and a courteous disposition.

New Employee Orientation

The initial program where training begins for employees to learn utility policies and procedures.

Ongoing Training Program

Continuous instruction for employees that includes standard operating procedures and new developments affecting system operations.

Procedure Manual

A document that provides guidelines for customer service and ensures staff are unified in their messaging regarding policies.

Public Relations Department

A department in large utilities tasked with interacting with the media and disseminating information to satisfy competing interests.

Customer Service Representatives

Employees who must be well-versed in telephone etiquette, utility policies, and techniques for resolving customer issues.

Public Information Specialist

A professional responsible for communicating the utility’s message positively, participating in civic organizations, and teaching at local schools.

Media Relations

The handling of media inquiries and the issuance of press releases regarding utility projects, conservation efforts, or newsworthy information.