<scp>COVID</scp> ‐19 Water Contamination Concerns Underscore Need to Engage With Consumers

Utilities’ communication strategies in response to the COVID-19 pandemic have been uneven; some have been proactively informing customers about the safety of water and other coronavirus-related issues, while others have been less engaged. Seventy percent of customer respondents to the J.D. Power survey said they are not aware of actions implemented by their water utility in response to the COVID-19 crisis. Water utilities should find new and creative ways to elevate their communications, including social media and joint mass-media engagement with other local organizations.