This document discusses how to conduct effective water treatment plant tours for the public using Disney's "four keys to the kingdom" as a guide: safety, courtesy, show, and efficiency. It provides tips in each category, such as setting an appropriate age requirement, being grateful to tour groups, showing the water treatment process from start to finish, and demonstrating competence through preparation. The overall goal is to educate the public about water treatment while inspiring confidence in the quality of the water being produced.

1. 8 Opflow April 2010 www.awwa.org/opflow
Public Notice
reaching the customer
Kerry Rowland is a water quality specialist
with the Tulsa Public Works Department
(www.cityoftulsa.org), Tulsa, Okla.
o what does the Magic King-
dom have in common with a
water treatment plant tour? Dis-
ney has four service quality stan-
dards called keys to the kingdom. They
are safety, courtesy, show, and efficiency.
These four keys are an excellent guide for
plant tours.
SAFETY
Set an appropriate age requirement for
your tour group. In Tulsa we offer an out-
door walking tour for mature groups and
an indoor presentation for youngsters.
Students in the seventh grade and above
can attend walking tours. An indoor
presentation is a great opportunity for
fourth- through sixth-grade students to
learn about water. At the Mohawk Plant,
we show a 14-min DVD titled Tulsa’s
Water System, which summarizes Tulsa
Water’s history and treatment processes.
Next, we stroll through the visitor build-
ing, which contains museum-quality dis-
plays of the major treatment processes
and houses antique electrical switch gear,
valves, and a pump that’s accessible for a
hands-on experience. If time allows, we
play a “water game” that entertains and
educates a tour group. A good resource
for activities is found in the Council for
Environmental Education’s Wet in the City
Curriculum and Activity Guide.
At the beginning of a walking tour, point
out the plant’s safety features and ask guests
to call out safety features they observe.
Point out the wind sock, self-contained
breathing apparatus, confined-space entry
signs, alarms for fire and chemical leaks,
railings, and security badges. Also for
safety, don’t schedule tours on days when
chemicals will be delivered to the plant.
COURTESY
Show appreciation when a group requests
a tour. Teachers have limited field trip
budgets, so be grateful that they choose
to visit your plant. These tours provide an
opportunity for the plant staff to show-
case the water treatment process and
staff’s expertise in providing an essential
public service.
Know Your Audience. Are the students
interested in engineering, science, biology,
or career opportunities? Craft your tour to
meet their needs. Greet your group with
an enthusiastic smile, and do your best to
make them feel comfortable. Encourage
them to ask questions so you can dispel
myths about drinking water. During the
tour, read your audiences for nonverbal
cues. If you encounter blank stares, mod-
ify your approach. Ask your guests to fill
out an evaluation form at the end of the
tour to provide constructive feedback.
SHOW
There are many things to show at a water
treatment plant, such as raw water pumps,
laboratories, clarifiers, chemical-feed sys-
tems, control rooms, filter galleries, and
high-service pump stations. A water treat-
ment plant tour provides an opportunity
for all age groups to see science and engi-
neering in action. Show and tell the story
of water treatment from beginning to end.
A good way to start a tour is to ask
a dramatic question, such as “What takes
Mother Nature 400 years to achieve and
this plant can accomplish in 4 hours?”
With every tour, stress the importance of
the multibarrier functions of conventional
water treatment plant coagulation, floccu-
lation, sedimentation, filtration, and disin-
fection. During the tour, ask open-ended
questions to create an interactive learning
experience and transition between major
points. For example:
n “Why is it a good idea to clean the
filters?”
n “How much does bottled water cost
compared with tap water?”
n “Why do you think we test for
turbidity?”
During the walking time between each
process, provide interesting water facts.
As an example, Tulsa’s distribution system
consists of more than 2,000 mi of under-
ground pipe. Add a message to inspire
the next wave of water treatment profes-
sionals by explaining career opportunities
in this field.
EFFICIENCY
As a tour leader, you represent the util-
ity and the quality of water that people
drink. At all times, demonstrate compe-
tence and organization. Preparation is the
tool for success. Developing a tour script
for all operators to use will keep the mes-
sage consistent. The basic script outline
should contain raw water source informa-
tion; treatment plant history; the reasons
for treating water; an overview of the
processes; quality control measurements,
such as turbidity and chlorine residual;
and sludge-handling systems. Above all, a
tour should demonstrate the quality your
plant and people provide.
Emphasize the fact that operators are
the first-line protectors of public health
and safety. As the tour concludes, explain
the importance of the water workforce
and their responsibilities, which include
source water protection, water treatment,
engineering design, and raw and finished
water distribution. If each person in your
group understands at least one major con-
cept and you inspire confidence in the tap
water you produce, congratulations! The
tour was a success.
As water treatment operators, we work in a service industry. Our primary duty is to provide
safe drinking water to the community. But we also have an opportunity to educate, inspire,
and entertain by providing treatment plant tours to the public.
A Water Treatment Plant Tour and the Magic Kingdom:
What Do They Have in Common? BY Kerry Rowland
S
2010 © American Water Works Association