1、SM AWWA Management Standard Communication and Customer Relations Effective date: Aug. 1, 2017. First edition approved by AWWA Board of Directors June 14, 2009. This edition approved Jan. 14, 2017. Approved by American National Standards Institute Mar. 27, 2017. ANSI/AWWA G420-17 (Revision of ANSI/AW
2、WA G420-09) Copyright 2017 American Water Works Association. All Rights Reserved. ii AWWA Standard This document is an American Water Works Association (AWWA) standard. It is not a specification. AWWA standards describe minimum requirements and do not contain all of the engineering and administrativ
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13、31-9DOI:http:/dx.doi.org/10.12999/AWWA.G420.17 All rights reserved. No part of this publication may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopy, recording, or any information or retrieval system, except in the form of brief excerpts or quot
14、ations for review purposes, without the written permission of the publisher. Copyright 2017 by American Water Works Association Printed in USA Copyright 2017 American Water Works Association. All Rights Reserved. iii Committee Personnel The AWWA Standards Committee on Communications and Customer Rel
15、ations System, which reviewed and approved this standard, had the following personnel at the time of approval: Linda F. Vaughn, Chair General Interest Members L.J. Irvine, CH2M, Englewood, Colo. (AWWA) B.S. Lennox, RH2 Engineering Inc., Bothell, Wash. (AWWA) S.M. Passarelli,* Standards Engineer Liai
16、son, AWWA, Denver, Colo. (AWWA) D.S. Schwartz,* Standards Council Liaison, City of Waynesboro, Waynesboro, Va. (AWWA) K.P. Snyder, Katz FAX at 303.795.7603; write to the department at 6666 West Quincy Avenue, Denver, CO 80235-3098; or email at standardsawwa.org. Copyright 2017 American Water Works A
17、ssociation. All Rights Reserved. 1 AWWA Management Standard ANSI/AWWA G420-17 (Revision of ANSI/AWWA G420-09) Communication and Customer Relations SECTION 1: GENERAL Sec. 1.1 Scope This standard covers the essential requirements to eectively manage com - munication and customer relations. Sec. 1.2 P
18、urpose The purpose of this standard is to dene the minimum requirements for estab- lishing an eective communication and customer relations plan for a water and/or wastewater utility. An eective plan enhances the general public perception of the utility through frequent and focused communication with
19、 utility customers and stakeholders. Among the many benets of a communication and customer rela- tions plan are increased understanding and support of sustainable rate structures; greater tolerance for service interruptions; better cooperation to keep construction projects on schedule; and improved
20、response to customer-billing issues, resulting in timely payment of bills. Sec. 1.3 Application This standard can be referenced in establishing and maintaining an eective communication and customer relations plan for water and/or wastewater utilities. Because each utilitys issues, audiences, and org
21、anizational structure are unique, Copyright 2017 American Water Works Association. All Rights Reserved. 2 AWWA G420-17 this standard provides broad guidelines. Referencing these guidelines, a utility should thoughtfully and strategically design a communication and customer rela- tions plan that meet
22、s the utilitys needs. SECTION 2: REFERENCES This standard has no applicable information for this section. SECTION 3: DEFINITIONS The following denitions shall apply in this standard. 1. Blog: A contraction of the term “Web log.” A blog is a Web site with regular entries of commentary, descriptions o
23、f events, or other material such as graphics or video. 2. Communication: The dissemination and/or exchange of information, ideas, or opinions to better understand, engage, and involve others. 3. Customer relations: The contracts, communication, and relationships a utility has with its customers and
24、stakeholders; examples include calls, visits, emails, meetings, or mailings related to services provided by the utility. 4. Documented procedure: Within this standard, documented proce- dure means that the procedure is established, documented, implemented, and maintained. 5. Internal customer: The u
25、tility shall dene an internal customer as any employee within an organization for whom another employee provides a service or who has need of a service that other employees provide. 6. Management: Employees or appointed ocials responsible for making decisions that aect the operation of the utility.
26、7. Message boards: A Web application for holding discussions and posting user-generated content. 8. Resources: Include, but are not limited to, human resources, specialized skills, organizational infrastructure, technology, and nancial resources. 9. Social media: A broad term that refers to the tool
27、s and platforms people use to share opinions, insights, experiences, and perspectives with one another. Social media emphasizes online collaboration and sharing among users, connect- ing people not just computers. Copyright 2017 American Water Works Association. All Rights Reserved. COMMUNICATION AN
28、D CUSTOMEr r El ATIONS 3 10. Social media newsroom: A compilation of content for the media and attendees, including important social media sites widgets, as well as product infor- mation and relevant links. 11. Social media release: A collection of news facts, quotes, and links to video, podcasts, g
29、raphics, and photos with the ability to be shared using other popular social media sites. 12. Stakeholders: A group, organization, person, or agency who has an interest in, decision-making responsibility for, or authority over a process and who is aected by or will benet from the outcome of a proces
30、s. Examples of stake- holders are customers, elected ocials, regulatory agencies, utility employees, and representatives of culturally diverse audiences in the community. 13. Wastewater: A combination of liquid and water-carried waste from residences, commercial buildings, industrial plants, and ins
31、titutions, together with any groundwater, surface water, and stormwater that may be present. SECTION 4: REQUIREMENTS The minimum requirements for a communication and customer relations plan are to establish communication and customer relations planning as a key management function, identify the need
32、s of both internal and external stakehold- ers, and dene systems or processes to address those needs, using sections described in this standard as applicable. This standard requires that the utility establish goals to disseminate and pro- mote exchange of information, ideas, and opinions with the au
33、dience identied. Additionally, goals should serve to build trust, service excellence, credibility, and respect for others. Clearly dened goals that are achievable and measurable can be monitored for reporting progress and used to describe what constitutes success for the plan. The utility shall deve
34、lop a strategy to optimize eorts, periodically review progress, and make revisions as needed to improve the plan, keeping it relevant to the utilitys need to communicate with its stakeholders and promote positive customer relations. Sec. 4.1 Overall Utility Communication and Customer Relations Plan 4.1.1 Introduction and purpose of a plan. A communication and customer relations plan is a document that represents a collection of best practices and one Copyright 2017 American Water Works Association. All Rights Reserved.
