Tapping into Success: Strategies for Effective Lead Service Line Replacement Communications

Read and download a brief of this report at ElevateNP.org/Publications/Report-Brief-Tapping-Into-Success. 

As far back as the 1940s, the water sector recognized the need for better communications. In the modern era, drinking water utilities are finding that they need to interact with residents not only in moments of crisis, but need to proactively engage with their community and foster partnerships that help fulfill their formational purpose: to protect public health through the provision of clean, safe drinking water.

The focus of this report is lead service line replacement (LSLR) program communication, education, and outreach. For this project, Elevate spoke with staff, elected officials, and consultants for municipalities nationwide where LSLR programs are underway to learn about what has worked well and what hasn’t. We also talked to residents and other stakeholders about their experiences on the receiving end of those communications.

Wherever your municipality is in the process, this report is designed to share lessons learned and key considerations for successful LSLR program communications – to help us all remove lead service lines (LSLs) as safely and efficiently as possible while keeping communities engaged.

This report builds on previous work related to water safety in northeastern Illinois. Learn more about this work at ElevateNP.org/Water-Safety.