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Water Utility Communications Can Build Trust During the COVID-19 Pandemic.

Kimberly J Retzlaff
Journal - American Water Works Association 2020 August
In April 2020, AWWA hosted a webinar on how utilities can be a trusted source of information during the COVID-19 pandemic. Following a communications plan and using a spokesperson, water utilities should focus on simple messages that use basic terminology. Utilities should express empathy, focus on facts, and be transparent to build and reinforce public trust during a crisis.

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