Are we answering the right questions? Improving CCR Communication

摘要

Community water systems (CWSs) are now in their sixth year of issuing Consumer Confidence Reports (CCRs). Research to date indicates that the public may ignore, fail to understand, or misinterpret this information. According to studies on risk perception and communication, CCRs may not be responding to customers' concerns because many utilities issued their CCRs without first asking their customers what they wanted to know. The risk perception literature suggests CCRs may not be effective in communicating risk about the drinking water supply because of such factors as public awareness of water contamination incidents, the public's general distrust of government and experts, the subjective nature of risk perception, and a widespread inability among consumers to understand scientific information.