"Quality Water Matters" Resonates Amid Uncertainty About Emerging Contaminants

Key Takeaways When a complex subject such as emerging contaminants is presented to the public, it's essential that community officials and utility staff maintain customers' trust through transparent, timely, clear communication. Unless utility staff or city officials take the first steps to communicate with concerned customers about water quality, messages can be quickly misconstrued. In Michigan, the City of Ann Arbor developed a branding and communication strategy to ensure that residents were armed with knowledge about the water utility's decisions and actions.