Communicating about Lead Service Lines

Advance preparation improves delivery of accurate and useful information to target community members. Communicating about lead service line (LSL) replacement is complicated and involves multiple partners listening to their respective publics, sharing their expertise and what they learn with each other, and ultimately working collaboratively to disseminate a clear shared vision for LSL replacement.

Prepare a plan

Before engaging your community, review your communications against ten basic risk communications principles.

1. Take the initiative in providing information to your community.
2. Plan your efforts in advance, test them before any “crisis” exists, and evaluate them upon completion.
3. Listen to your community members and acknowledge their concerns.
4. Be a reliable source of information.
5. Provide honest, accurate, and comprehensive information.
6. Partner with trusted sources in your community.
7. Provide timely and accurate information to the media.
8. Provide consistent messages.​
9. Select representatives designated to speak to customers, officials and media very carefully and train them well
10. ​Ensure your materials are easy to read and understandable for people with limited language skills.​

Partnering with community groups improves public outreach 
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“We translated our canvasing materials into Spanish and offer translation services at our community learning meetings. Even when not many people show up who need the services, it sends a powerful message about partnership.”

Read more on this case example from Chelsea, MA.

Messages

It is important that messages:

• Are clear and concise
• Compel or encourage simple actions
• Meet the communication needs of each of the audiences in your community

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​Learn more:

• ​Communications Options
• ​AWWA: Lead Communications
• ​Spanish Resources from the Collaborative​ ​

Webinar: Counting and Community the Number and Location of Lead Service Lines