AWWA JAW60918

Many organizations struggle to maintain a cohesive communication program, despite the existence of a communication plan. The problem often lies in the plan itself. Planning exercises are exciting, ambitious undertakings involving the highest levels of an organization. Board members, general managers, other agency leaders, and consultants often contribute to the creation of a water utility's communication plan. With this kind of intellectual wattage, why aren't plans more useful? This article identifies seven planning pitfalls and shows utilities how to avoid the mistake of thinking they're serving the "general public." Includes table.