Keep Your Water Quality Data Close, and the Tap Water Critics Closer

Keep Your Water Quality Data Close, and the Tap Water Critics CloserAbstractThe Los Angeles Department of Water and Power (LADWP) has many customers that do not trust their tap water quality, and this is likely experienced by other utilities. This is concerning given the extensive water quality test data generated each year that confirms the high quality of the drinking water served. Furthermore, customer perceptions may also be negatively influenced by recent media coverage of forever chemicals (perflourinated compounds), lead in drinking water, microplastics, and other contaminants that can be detected in water supplies. In response to this perception gap, the LADWP has developed an alternative, expanded outreach strategy that goes beyond the traditional methods, such as water quality reports or statements prepared by the corporate communications team. 'Keep your water quality data close, and the tap water critics closer' is an engagement strategy that pursues close relationships with prominent tap water critics to create a dialogue on water quality in our community. It uses the networking power of these relationships to help better engage the public and resolve misunderstandings about tap water quality. This approach has yielded some distinct benefits for the LADWP and could likely do the same for other utilities. First, the ability to connect with organized groups of customers. Try to connect with customers one at a time can be time-consuming and ineffective. Second, the outreach platform has shifted from our corporate website and mailed reports to forums that are more convenient and collaborative. We are trying to bring the information directly to the customers, instead of asking them to find out about our water quality data via website or print materials. Third, the community leaders or activists can ultimately become trusted messengers on various complex water quality topics. Some community members may feel that the water quality information provided by a utility professional is biased or hiding the truth. Information shared by informed community members or advocates can bring a higher level of trust because it is independent. Through this outreach strategy, LADWP has helped its customers become more aware of water quality issues, and to discover effective ways to address tap water quality issues, whether those stem from the distribution system operations or premise conditions. In addition to discussing the approach and outcomes of this engagement strategy, the presentation will cover case studies of working with three different types of advocacy groups: academic institutions and public policy students, community housing residents and managers, and non-profits serving disadvantaged communities or homeless.This paper was presented at the WEF/AWWA Utility Management Conference, February 13-16, 2024.SpeakerLeung, JonathanPresentation time14:00:0014:30:00Session time13:30:0015:00:00SessionCommunications and Public EngagementSession number22Session locationOregon Convention Center, Portland, OregonTopicCommunications and Public InvolvementTopicCommunications and Public InvolvementAuthor(s)Leung, JonathanAuthor(s)J. Leung1, K. Parbhoo1Author affiliation(s)Los Angeles DWP 1;SourceProceedings of the Water Environment FederationDocument typeConference PaperPublisherWater Environment FederationPrint publication date Feb 2024DOI10.2175/193864718825159244Volume / Issue Content sourceUtility Management ConferenceWord count13