The Water Research Foundation is an internationally recognized non-profit organization that sponsors water-related research. It has funded nearly 1,500 research projects to support the water community in managing water resources. WRF's research provides solutions to critical challenges and is guided by input from its over 1,000 subscribing organizations. The document provides information on WRF staff, research programs and processes, knowledge areas, and upcoming events and resources.

1. The Water Research Foundation (WRF) is an internationally recognized leader in
sponsoring research that supports the water community in holistically and
cooperatively managing water from all sources to meet social, environmental, and
economic needs. WRF’s research provides reliable and relevant solutions to the most
critical challenges facing the water community today and into the future.
I joined the Foundation subscription and research services team after many years
working in environmental health in various public service and consulting organizations.
I've been working with John Albert throughout California, Western Canada, Georgia and
Florida. Please reach out to John Albert 303.734.3413, or Mike 303.347.6104 for more
background and questions, and we are both available to help provide updates on WRF
developments any time that you need.
1

2. Founded in 1966, WRF is a 501(c)(3) non-profit organization that has sponsored nearly
1,500 research projects and serves more than 1,000 subscribing organizations. Our
highly-trained staff works with a variety of professional partners to identify, prioritize,
fund, manage, and communicate research around the globe.
2

3. Our subscribers guide our work in almost every way—from planning our research
agenda through executing research projects to delivering results. This partnership
ensures that our research addresses real-world challenges and results in knowledge
and tools that can be effectively applied.
We are governed by a board of trustees that represents a broad spectrum of water
utility leaders from around the world.
Our Partnership with Subscribers enables active and effective collaboration to:
• Leverage resources
• Find the best solutions to problems of shared interest
• Develop and disseminate broad-based knowledge to the widest possible audience
3

4. February 10th 2016
The Aim of Quarterly Status Meetings will be to catch-up, review and get on the same page together for
upcoming dates.
1. WRF services through our various departments especially the last three months of
correspondence.
2. We will briefly introduce a strategic calendar.
3. Research results that were very popular in 2015 from the subscriber base give a sense of the
variety of research end uses. We will review and share more of the 2015 year in review in the
next several months, so I will briefly point you to the relevant highlights.
4. Directions for 2016
5. Timelines for near term and long term research cycles will also be shared in the reset of the
presentation.
WRF services – send questions and feedback to Mike Dirks (mdirks@waterrf.org or 303.347.6104).
The next quarterly conference call update will be on the May 11th, 2016
4

5. As your Senior Account Manager, it’s important to consider all subscriber perspectives
so that I can help you find resources to stay engaged, participate and provide contacts
that save you time.
I’ve organized this presentation to focus on those elements to find resources, stay
engaged and involved and save yourselves time. We are the largest research
foundation, but still very accessible. WRF staff contacts and email updates are the best
way to immerse and catch-up. This saves your staff time when they need resources
under pressure.
WRF Staff names and phone numbers are also repeated so your staff can stay in touch
when resources are needed for new initiatives, for frequent questions, for training or
when time is short and answers are needed.
Importantly, as your senior account manager, I actively work to
• Be a liaison your organization and
• Provide a starting place for your staff
• Open Channels of communication
5

6. 6
First Name Last Name Job Title Phone
John Albert Subscriber Services Manager (303) 734-3413
Frank Blaha Senior Account Manager (303) 347-6244
Caroline Bruck Senior Administrative Assistant (303) 347-6118
Traci Case Research Services Manager (303) 347-6120
Jonathan Cuppett Research Manager (303) 347-6122
Michael Dirks Senior Account Manager (303) 347-6104
Alice Fulmer Senior Research Manager (303) 347-6109
Katie Henderson Research Manager (303) 347-6108
Maureen Hodgins Research Manager (303) 734-3465
Hyunyoung Jang Research Manager (303) 347-6112
Djanette Khiari Research Manager (303) 734-3478
Kim Linton Senior Account Manager (303) 734-3425
Leanne Miller Research Manager (303) 347-6105
Kenan Ozekin Senior Research Manager (303) 734-3464
Kay Priebe Administrative Assistant (303) 347-6101
Linda Reekie Research Manager (303) 734-3423
Patricia Schrader Subscriber Relations Manager (303) 347-6128
Mary Smith Research Manager (303) 347-6134
Jennifer Warner Senior Account Manager (303) 734-3422
Alison Witheridge Research Manager (303) 347-6103
Jian Zhang Research Manager (303) 347-6114

7. Prospective, sustained multi-year research objectives. My presentation style
emphasized screenshots of the WRF website resources. It’s an important way for me to
remind you not to read this presentation, because it reads better on the website.
However, within the presentation, I can zoom to emphasize the discussion and where
to look.
Overview of 2015.
Focus Area (FA) – 10 projects approved (larger and tackling discrete objectives)
Tailored Collaboration (TC) – 8 projects funded for a total of $734,500
Emerging Opportunities (EO) - 17 (16 in this presentation) projects funded for
quick responses for $774,632
Facilitated Research (FR) – contracts with several NYC, Philadelphia and LADWP
through their procurement programs, stand alone unfunded ideas from other
programs. It has evolved since 2008 – 2011 to emphasize subscriber service.
Looking ahead towards 2016
FA – Board Review, led by Rob Renner on 01/15/16. Research “Focus Area
Council review 01/25/16. Volunteer for a PAC by 02/19, or UPIR by 02/26, RFPs
out between 03/04 and 03/30
TC – Full proposals opened on 01/18/16, remember it’s a $100K match to your
utilities contribution.
EO -
7

8. FR – Our organizational goals are to obtain funding for one research idea that
falls below the FA cut-off AND pursue funding for selected waste water and
stormwater related research
1. Focus Areas -
a. Defining Attributes and Demonstrating Benefits of Intelligent Distribution
Systems
b. Persistent Waterborne Pathogens in Distribution Systems in Buildings
c. Integrated Water Resource Management
d. CECs and Risk Communication
e. Water Utility Finance
f. Water Utility Infrastructure
g. Water Demand
h. Water Utility Energy Efficiency and integrated Water Energy Planning
i. Biofiltration
j. NDMA and Other Nitrosamines
k. Cyanotoxins (starting effort with a workshop)
7

9. Retrospective information synthesis of more than 1,500 approved projects.
8
Knowledge Area and Portal Lead(s) Knowledge Area and Portal Lead(s)
Mary (lead)
Grace
Jian
Jonathan
Disinfection By-Products -
(303) 734-3478
Djanette
Energy Management -
(303) 734-3423
Linda
Water Supply Diversification -
(303) 347-6108
Katie
Water Efficiency -
(303) 734-3465
Maureen
Alice (lead)
Mary
Chemicals ofEmerging Concern -
(303) 347-6109
Climate Change -
(303) 734-3464
Kenan
Utility Finance -
(303) 347-6122
Jonathan
Distribution System Management -
(303) 347-6112
Asset Management -
(303) 347-6114
Jian
Asset Management -
(303) 347-6114
Jian
Advanced Treatment -
(303) 734-3464
Kenan
Utility Management -
(303) 734-3423
Source Water Protection and
Management -(303) 734-3423
Linda
Resource Recovery (wastewater
treatment) -
(303) 347-6105
Grace(lead)
Mary
Microbials -
(303) 347-6112
Linda
Leanne
Stormwater -
(303) 347-6103
Alison

10. Our research is managed by a sophisticated technical staff with thorough oversight by
Project Advisory Committees comprised of technical and utility experts.
Our research managers are in charge of our foundation of nearly 50 years of knowledge
development through our knowledge areas. They also actively develop new knowledge
and advances in science for water utilities through short term and longer term projects
in our research focus areas.
Utilities also guide the research agenda through their subscriptions with opportunities
for tailored collaboration and emerging opportunities. More detail on these
opportunities are available in our 2014 annual report and through our subscriber
services team.
Link to the 2014 Annual Report:
http://www.advancesinwaterresearch.org/awr/2014_annual_report?pg=1#pg1
9

11. UMC San Diego 2016 sessions on aspects of WRF projects identified by Linda Reekie
Session 3: Successful Sustainability Initiatives
Thursday, February 25, 2016 10:30am – 12:00pm
03B 11:00 am Sustainable Drinking Water Utility Operations Through Implementing An
Energy, Water Quality, and GHG Management System (Project #4271)
Carla Cherchi, Mohammad Badruzzaman, MWH Global; Matthew Gordon, Simon Bunn,
Derceto Inc.; Joseph Jacangelo, MWH Global
Session 24: Conservation and Water Quality
Friday, February 26, 2016
1:30pm –3:00pm
24B 2:00pm How To Really Reach and Reassure Concerned Consumers About Tap
Water Quality (Project #4323)
Gabriella Rundblad, King's College London
Session 28: Best Practices For Stellar Customer Service
Friday, February 26, 2016
3:30pm – 5:00pm
28A 3:30pm State of The Industry and Best Practices For Customer Service and
Metering Systems (Project #4583)
10

12. Melanie Rettie, EMA Inc
10

13. A few important events have already set the stage and the strategic agenda for the
2016 research program. This overview, and the key, are based on a generic template for
how our largest research program typically operates. I really want to focus your
attention to the February 19th and 26th to be involved in research thus far. I’ll address
other important dates at the end of the presentation.
However, Please reach out whenever questions or interests arise.
Michael Dirks
Senior Account Manager
P 303.347.6104
Water Research Foundation | Advancing the Science of Water
6666 W. Quincy Ave., Denver, CO 80235-3098
www.WaterRF.org
11

14. 12

15. Research project results are delivered in webcasts, articles, conference presentations
frequently.
13

16. Research Services actually has combed the project library for our history in one water. Our definition
for one water has been in use for many years. WRF continues to move forward into One Water.
14
Knowledge Portal # of One Water Resources (+/- 10%) Lead(s)
Water Supply Diversification 88 Katie (303) 347-6108
Utility Management 41 Linda (303) 734-3423
Water Efficiency 25 Maureen (303) 734-3465
Utility Finance 18 Jonathan (303) 347-6122
Source Water Protection & Management 18 Linda (303) 734-3423
Chemicals of Emerging Concern 15 Alice (lead), Mary (303) 347-6109
Distribution System Management 13 Mary (lead), Grace, Jian & Jonathan
(303) 347-6134
Energy Management 12 Linda (303) 734-3423
Microbials 11 Grace (lead) & Mary (303) 347-6112
Advanced Treatment 7 Kenan (303) 734-3464
Climate Change 5 Kenan (303) 734-3464
Asset Management 5 Jian (303) 347-6114
Disinfection By-Products 3 Djanette (303) 734-3478

17. 15

18. Water Current =
1. November 2015 (Manganese and Drought, Nominations for Researcher Awards, Core Messages
Video to communicate about emerging contaminants, Taste & Odor symposium videos, Water
Loss, TC update, Potable Reuse, Energy Efficiency Grant):
http://enews.mg2mail.com/q/_WFcbeq7eR6YNjOdhzMm8mHpHt5-
vsO1mnSCC5WoTNR6ZFwQRkfDI4h2g
2. December 2015 (Algal Toxin Strategic Plan, Benchmarking, Beate Wright hired as DC executive
director):
a. http://enews.mg2mail.com/q/SNsNNqafqg3d44MaJd0H0Gr7oMbaZjWPHQKG4bTk_SJ-
VzjQtu0IPsJ4i
b. http://www.waterrf.org/resources/NewsletterStories/Beate.html
3. January 2016 (Lead and Copper Research, Executive Board commits $3.64M for 2016 research
programs, Graywater and Stormwater partnership report available, Survey on Emergency
Preparedness):
http://wrf.informz.net/informzdataservice/onlineversion/ind/bWFpbGluZ2luc3RhbmNlaWQ9NT
MwNzg4NSZzdWJzY3JpYmVyaWQ9MTA3MzUwMTcwMA==
News Splash = Six since last November, five webcasts and two announcements for
1. Lead and Copper research: http://enews.waterrfnews.org/q/4qIg-9kGjeCiaKc_SF-
HR9pAETVIfl0lHDiZAVF6NU4WEuBQfadzbUSUt
2. And Focus area research:
http://wrf.informz.net/informzdataservice/onlineversion/ind/bWFpbGluZ2luc3RhbmNlaWQ9NT
MyOTYxNyZzdWJzY3JpYmVyaWQ9MTA3MzUwMTcwMA==
ROT = Research Reports and Resources, Case Studies, Webcasts and Project Updates:
1. http://enews.waterrfnews.org/q/HbSrb9pCZBL2GKvOSYW0QqBE09Lyvtx-
0alyVLdD6I5731uQSGS2PZSnJ
16

19. 2. http://wrf.informz.net/informzdataservice/onlineversion/ind/bWFpbGluZ2luc3Rhb
mNlaWQ9NTMxMjg0NCZzdWJzY3JpYmVyaWQ9MTA3MzUwMTcwMA==
AWR = Released an issue on Manganese:
http://www.advancesinwaterresearch.org/awr/20151012#pg1
Annual Report =
http://www.advancesinwaterresearch.org/awr/2014_annual_report?pg=1#pg1
16

20. http://www.waterrf.org/resources/NewsletterStories/Beate.html
From the Water Current announcement:
Beate is establishing our Washington, D.C. presence to have a physical and direct line
with the agencies in the District of Columbia. Beate has oversight of the WRF
Communications and Marketing as well as the Subscriber Services teams. We are
enthusiastic about the new energy she brings as the Executive Director.
17

21. November 23, 2015 Announcements on Lead in Drinking Water w/ WRF Resources to
Help.
http://enews.waterrfnews.org/q/4qIg-9kGjeCiaKc_SF-
HR9pAETVIfl0lHDiZAVF6NU4WEuBQfadzbUSUt
February 3rd 2016 Announcements for Focus Areas:
http://wrf.informz.net/informzdataservice/onlineversion/ind/bWFpbGluZ2luc3RhbmNl
aWQ9NTMyOTYxNyZzdWJzY3JpYmVyaWQ9MTA3MzUwMTcwMA==
18

22. January 21st Webcast Topic: Environmental Impact of Asbestos Cement Pipe Renewal
Technologies
http://enews.waterrfnews.org/q/YMK2zh3lK29OVN0ZjVe3lzUGqu9HxD8H3pJrV9Ao5QY
Vg9uQJ0hGL-jNj
February 4th Webcast Topic: WRF Webcast on Metals Accumulation and Release within
the Distribution System: Evaluation of Mechanisms and Mitigation
http://wrf.informz.net/informzdataservice/onlineversion/ind/bWFpbGluZ2luc3RhbmNl
aWQ9NTMyNzgzMSZzdWJzY3JpYmVyaWQ9MTA3MzUwMTcwMA==
WEBCASTS are archived to view at any time! Ask us for the range of topics.
19

23. November2015 –
http://enews.waterrfnews.org/q/HbSrb9pCZBL2GKvOSYW0QqBE09Lyvtx-
0alyVLdD6I5731uQSGS2PZSnJ
January 2016 -
http://wrf.informz.net/informzdataservice/onlineversion/ind/bWFpbGluZ2luc3RhbmNl
aWQ9NTMxMjg0NCZzdWJzY3JpYmVyaWQ9MTA3MzUwMTcwMA==
20

24. 21

25. I have this information handout to contrast subscriber and public reports that were
popular in 2015 as well.
The communication thumbnails are from a presentation ready for you to refer to in
addressing risk communication scenarios they’re for your communication staff to use
off of the shelf or modify according to the details and facts of your issue.
22

26. I’ll try to highlight from this list the information that would be interesting for our
listeners on the call.
You can see the topics range from reservoir management strategies to risk
communication.
I’ll share more about project #4457 in further slides.
23

27. Cyanotoxins
Created a new Research Focus Area to begin for 2016
Top 4 most popular webcasts
Top 3 most popular completed report downloads
Second most popular topic for workshops
2 new projects
Water Efficiency – mature in that it has defined objectives, is roughly in the middle of
executing projects to meet those objectives
Existing Research Focus Area
In top 4 most popular webcasts
Most popular topic for workshops
7 new projects
Integrated Water Resources/DPR/IPR
Existing Research Focus Area
Workshop on DPR
4 new projects
24

28. 25

29. 26
2015 Tailored Collaboration - TCRC Board Approved # 2015 Emerging Opportunities - Exe Comm. Approved #
1
Impacts of Climate Change on Honolulu Water Supplies and
Planning Strategies for Mitigation
4637
1
Using the WRF “Performance Benchmarking for Effectively
Managed Water Utilities” Tool and Application to other
Benchmarking Efforts 4630
2
WRF Co-Sponsorship of the 2015 Gordon Research
Conference on Environmental Nanotechnology 4631
2
Research and Innovation within Water Utilities
4642
3
Technical Guidance for Public Health Standards for Onsite
Water Systems 4632
4
Direct $25K in Emerging Opportunities Funding to 2015
Focus Area Program Budget N/A
3
An Evaluation of the Value of Structurally Enhanced PVC
Pipe
4650
5
Add-on for WRF Project #4452: Investigating Coagulant Aid
Alternatives to PolyDADMAC Polymers
4452
6
Urban Outdoor Water Use Research Evaluation 4633
4
An Assessment of Forest Protection Opportunities and
Potential Reductions in Sediments, Nutrients, and Total
Organic Carbon in the Freshwater Potomac River
Watershed 4651
7
Assess Public-Private Partnerships and Opportunities for
Water and Wastewater Energy Projects
4634
8
WaterWatts: A Modern Look at Wastewater Power Metering
Data 4635
5
Pilot-Scale Demonstration of the Systems-Level Application
of Water Footprinting for Sustainable Decision Making
4652
9
Effective Use of Social Media for Water Utilities
4638
10
Establishing Water Utility Guidance and Methodology for
Water Audit Validation 4639
6
Use of Flushing as a Corrective Action Under the Revised
Total Coliform Rule 4653
11
Analysis of the Effectiveness of Short-term Demand
Forecasting and Recommendations for Improvement 4501
12
Drought Management Strategy—Learning from Australia
4640
7
Development of Integrated Master Planning and Condition
Assessment: A Road Map for Utilities 4656
13
Water Fluoridation: State of the Science
4641
14
2016 Urban Water Demand Roundtable 4646
8
Corrosion of Nonleaded Pump Impeller Alloys in Chlorinated
Potable Water 4658
15
Evaluation and Optimization of Cyanotoxin Analytical
Methods 4647
16
Technical Review and Revision of WRF #4309 - Residential
End Uses of Water 4648
9
Enhancing utility benchmarking within the US
4659
17
Cyanobacterial Blooms and Cyanotoxins: Knowledge
Synthesis, Utility Workshop and Research Gaps 4657
We’ll review all programs, but pausing to emphasize attention these two programs because of their
continuous approval process throughout the year.

30. Emphasizing 2015 focus areas and where to find more information.
27

31. New! Cyanotoxins
New! Emerging Waterborne Pathogens – in Buildings
New! Intelligent Distribution Systems
Planning for Future Water Supplies
Contaminants of Emerging Concern and Risk Communication
Water Utility Finances
Water Utility Infrastructure
Water Demand Forecasts and Management
Energy Efficiency and Integrated Water-Energy Planning
Biofiltration
NDMA and Other Nitrosamines
28

32. Again these 12 focus area projects indicate the range of topics from source water to
management.
29

33. #4624: High Consequence Isolation Valve Placement and Operation for Effective Risk
Management.
Provide guidance to water utilities on how to manage high consequence isolation
valves as a component of a pipe risk management plan. The main deliverable will be a
guidance manual, which will include examples of how to operate and install valves on
high consequence water mains with business case studies.
An example of a broader research topic that can be inclusive of localized concerns, such
as seismic isolation or operational resiliency.
30

34. Emphasizing 2015 focus areas and where to find more information.
31

35. From UMC – a topic folds current TC work into a past project research need.
Session 1: Utility Benchmarking - Past, Present, and Future
Thursday, February 25, 2016 10:30am – 12:00pm
Moderator: Scott Haskins, CH2
WRF staff will participate on a panel discussion and talk about WRF Projects #4313 and
#4659.
Note that information on the TC program is available through the weblink provided.
However, if you’d like to track project updates, use the website and enter the project
numbers or title for the fastest route to the most up to date information available.
32

36. Emphasizing 2015 focus areas and where to find more information.
33

37. 34

38. EO number 11 on the state of science report was a very rapidly produced initiative
within just a couple of months.
35

39. Item 16 will be assigned a project number for reference soon.
36

40. This overview, and the key, are based on a generic template for how our largest
research program typically operates.
37

41. A few important events have already set the stage and the strategic agenda for the
2016 research program. I really want to focus your attention to the February 19th and
26th to be involved in research thus far. I’ll address other important dates at the end of
the presentation.
However, Please reach out whenever questions or interests arise.
Michael Dirks
Senior Account Manager
P 303.347.6104
Water Research Foundation | Advancing the Science of Water
6666 W. Quincy Ave., Denver, CO 80235-3098
www.WaterRF.org
38

42. Additionally, the Board voted to maintain 10 existing focus areas under WRF’s Focus
Area Program; adding 1, for a total of 11. The existing Focus Areas encompass many
aspects of One Water, including Integrated Water Management, Intelligent Water
Networks, Utility Finance, and Emerging Contaminants. Moving forward, additional
Focus Areas may be added to include additional One Water topics.
The water landscape has evolved, as have WRF’s subscribers’ needs. WRF is committed
to meeting the needs of our subscribers. We’ll do this by:
• Expanding our already extensive One Water research portfolio. In addition to
drinking water, over the last 50 years we have funded millions of dollars in
research toward wastewater, reuse, desalination, and stormwater. Our
subscribers want the Water Research Foundation to continue to fund
research on water for all uses and from all sources.
• Continuing to partner with WERF/Reuse, or any other partner, on research
efforts when beneficial to our subscribers.
• Approved a subscription program for wastewater utilities, which includes
wastewater utilities that also manage stormwater.
Please contact Chris Rayburn at crayburn@waterrf.org or 303.347.6188 if you have any
questions about the 2016 research budget or Focus Area Program project decisions.
See the projects listed in the involvement section and sign-up for them through this
web link:
39

43. http://www.waterrf.org/the-foundation/research-programs/Pages/Focus-Area-
Program.aspx
39

44. Interest in Risk Communication discussion was popular at WQTC in 2015 and continues
into UMC in 2016. You can still register for the workshop (F).
Workshop F
Communicating Risk Related to Water Contaminants
Wednesday, February 24, 2016 | 1:30pm – 5:00pm
Communicating risk is challenging, especially for water professionals trained in science
and engineering, and more so when it focuses on water contaminants for which science
is sometimes unclear. This workshop will teach participants about basic principles of
risk communication, how to apply them, how to tailor communication for different
types of contaminants, and tools available to aid communication.
40

45. Emphasizing 2015 focus areas and where to find more information.
41

46. 42

47. 43

48. As of February 10th, no EO topics have been suggested. Research services is dedicated
to the Focus Area RFP development for now.
However, for the TC program:
1 Full proposal (Dallas Water, Garver – preproposal received 3/2015)
6 preproposals (Charlotte, LADWP, Denver Water, Contra Costa, City of Scottsdale and
Southern Nevada Water Authority)
If you have questions or concerns, please feel free to contact Mike (303.347.6104), or
Caroline (303.347.6118).
44

49. In between conferences, we have helped research committees share results with you
through two upcoming conferences.
Utility Management Conference in San Diego, Feb 24-27th.
CA/NV Section Conference in Sacramento, Mar. 21-24th.
Request a meeting or meet-up for coffee during conferences
45

50. Again, there is a lot of project available and spots open until the end of February.
However, we often search for PAC volunteers to represent on projects in other research
programs, too. High probability that I will be reaching out to you throughout the year to
request staff involvement on projects.
46

51. 1. Opportunities to volunteer are really hot right now up until February 26th.
However, there may be other important chances and the best way to find out is to
stay in touch and check-in on a regular basis.
ii. Contact me for more detail:
iii. Michael Dirks (Mike), mdirks@waterrf.org, 303-347-6104
47

52. Workshop F on Risk Communication and Session 1 on Utility Benchmarking, there are
four other sessions showcasing WRF work.
Session 2: Yes - Water Is Worth It
Thursday, February 25, 2016 10:30am – 12:00pm
02C 11:30 Ten Tips Guaranteed To Help You Get Your Next Rate Request Approved:
Statistically Verified!!
Jeff Hughes, UNC Environmental Finance Center; John Mastracchio, Arcadis
Session 3: Successful Sustainability Initiatives
Thursday, February 25, 2016 10:30am – 12:00pm
03B 11:00 am Sustainable Drinking Water Utility Operations Through Implementing An
Energy, Water Quality, and GHG Management System (Project #4271)
Carla Cherchi, Mohammad Badruzzaman, MWH Global; Matthew Gordon, Simon Bunn,
Derceto Inc.; Joseph Jacangelo, MWH Global
Session 24: Conservation and Water Quality
Friday, February 26, 2016
1:30pm –3:00pm
24B 2:00pm How To Really Reach and Reassure Concerned Consumers About Tap
Water Quality (Project #4323, related)
Gabriella Rundblad, King's College London
Session 28: Best Practices For Stellar Customer Service
Friday, February 26, 2016
http://www.advancesinwaterresearch.org/awr/04062015?search_term=on%20the%20 48

53. Melanie Rettie, EMA Inc
48

54. Workshop F Call Alice Fulmer. 303-347-6109
Communicating Risk Related to Water Contaminants
Wednesday, February 24, 2016 | 1:30pm – 5:00pm
Communicating risk is challenging, especially for water professionals trained in science
and engineering, and more so when it focuses on water contaminants for which science
is sometimes unclear. This workshop will teach participants about basic principles of
risk communication, how to apply them, how to tailor communication for different
types of contaminants, and tools available to aid communication.
https://registration.experientevent.com/ShowWEF166/
Project 4457 is an example. It was completed in 2012
The objective of this study was to develop materials that positively influence focal
attitudes (e.g., convey reasonable confidence in local utilities and national regulations)
and safeguard against decision-making based on fear. This objective was accomplished
by providing materials that enable utilities to be proactive in their communications.
The context animation and core message sheets is likely to have a positive impact on
consumer perceptions and trust in water service providers and their role in protecting
public health. Therefore, the primary recommendation is that these materials be used
49

55. in utility or water service provider public communications programs.
1:30pm Welcome and Introductions
Alice Fulmer, Water Research Foundation
1:40pm Water Risk Communication Fundamentals
Lisa Ragain, Metropolitan Washington Council of Government
2:00pm Consumer Perceptions and Tailoring Risk Language, followed by
Practical Exercise in Breakout groups
Gabriella Rundblad, King’s College London
3:00pm Networking Break
3:30pm Context and Core Messages
Linda Macpherson, New Water ReSources
4:10pm Water System Applications for Communication Research: Boil
Water Orders, Lead, and Cyanotoxins
Lisa Ragain, Metropolitan Washington Council of Government
4:50pm Questions and Answers
Speaker Panel
5:00pm Adjourn
49

56. I’ve included the link to the Performance Benchmarking project that was completed in
2014 and will be discussed at the conference. Again, #4659 was a Focus Area project
approved in 2015 and is just getting underway, so the conference will be a preliminary
introduction to the initiatives of that project.
Two objectives were:
Identifying practice areas associated with achieving the Ten Attributes associated with
EUM
Providing the capability for utilities to identify targets associated with each leading
practice.
Results were useful in identifying gaps in performance and helping to identify steps that
they can take to reduce the priority gaps
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57. Our research services staff compiled a programming invite list for top experts in the
field to present at the conference.
Session 8 on Tuesday 2-6PM (pathogens in buildings) and Session 18 Wednesday 8AM –
5PM.
2:00 PM - 2:30 PM Addressing Cyber Security Concerns In The Age of Big Data Esteban
Azagra, Arcadis (See program link)
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58. In between that time, we have helped research committees share results with you
through two upcoming conferences.
Utility Management Conference in San Diego, Feb 24-27th.
CA/NV Section Conference in Sacramento, Mar. 21-24th.
Request a meeting or meet-up for coffee during conferences.
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59. A conference call and presentation will be given each quarter (pending enough interest
and attendees) as research projects are proposed and approved. The next call will be
May 11th.
Michael Dirks
Senior Account Manager
P 303.347.6104
Water Research Foundation | Advancing the Science of Water
6666 W. Quincy Ave., Denver, CO 80235-3098
www.WaterRF.org
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60. However, Please reach out whenever questions or interests arise, request a meeting or
orientation with staff or propose workshop topics of interest and a date/time and
location that works.
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