AWWA G420 2009

$75.83

AWWA G420-09: Communications And Customer Relations

Published By	Publication Date	Number of Pages
AWWA	2009	24

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Category: AWWA

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Description

This standard covers the essential requirements to effectively manage communications and customer relations.

PDF Catalog

PDF Pages	PDF Title
1	ANSI/AWWA G420-09
3	Committee Personnel
5	Contents
7	Foreword I. Introduction. II. Special Issues.
8	III. Use of This Standard. IV. Major Revisions. V. Comments.
9	AWWA Standard Communications and Customer Relations SECTION 1: GENERAL Sec. 1.1 Scope Sec. 1.2 Purpose Sec. 1.3 Application
10	SECTION 2: REFERENCES SECTION 3: DEFINITIONS
11	SECTION 4: REQUIREMENTS Sec. 4.1 Overall Utility Communications and Customer Relations Plan
12	Sec. 4.2 External Communications (Nonemergency and Noncrisis)
13	Sec. 4.3 Internal Communications (Nonemergency and Noncrisis)
14	Sec. 4.4 Emergency and Crisis Communications
15	Sec. 4.5 Customer Service
16	Sec. 4.6 Customer Accounts Management
18	Sec. 4.7 Customer Strategy and Satisfaction
19	Sec. 4.8 Community Education and Involvement
20	Sec. 4.9 Utilizing Social Media for Water and Wastewater Utilities
21	Sec. 4.10 Internal Customer Service SECTION 5: VERIFICATION Sec. 5.1 Documentation Required
23	SECTION 6: DELIVERY