Drinking water utility staff have long known the importance and challenges of communicating what they do to keep water safe, affordable, and flowing. As far back as the 1940s, the American Water Works Association (AWWA) has sounded the alarm that a “Silent Service is Not Enough” During Cook County TAP’s interviews with municipalities, the challenges of communicating with customers about lead service line replacement (LSLR) programs has emerged as a common theme. It is no small task to engage customers on the many stages of LSLR. From communicating the hazards of lead to the enrollment process and post-replacement actions, utilities have their hands full. Thankfully, there is help.
Effective communications strategies for LSLR are featured in the April 2025 Journal AWWA article, Strategies for Effective Lead Service Line Replacement Communication. The survey of drinking water utility staff and consultants across US cities working on LSLR programs yielded valuable insights that can inform other utilities just starting out.
Don't have an AWWA membership? More information about communication strategies for LSLR programs can be found on the Cook County TAP website as well as in the report Tapping Into Success: Strategies for Effective Lead Service Line Replacement Communications.