@article {Mills:2004:1938-6478:131,
	author = "Mills, Tom",
	title = "DELIVERING YOUR MESSAGE WITH THE POWER OF VISUAL MEDIA",
	journal = "Proceedings of the Water Environment Federation",
	volume = "2004",
	number = "15",
	year = "2004",
	abstract = "The water and wastewater industries have long been classified as the “silent utilities.” They have worked largely behind the scenes providing infrastructure vital to the life and livelihood of communities. That position is changing. In today's age of the consumer, it is necessary for utilities to become more visible. Consumer confidence requirements, informed public consent and the growing focus on customer service are among the many reasons that utilities and municipalities are spending the time and making the effort to create and maintain their public image. Additionally, people in the community are genuinely interested in what their tax dollars are being spent on. Helping them understand the direct benefits to them goes a long way toward building the positive relationships necessary to move forward. The challenge lies in bridging the gap between the technical nature of the message and the broad audiences who must be reached.",
	pages = "131-133",
	url = "http://www.ingentaconnect.com/content/wef/wefproc/2004/00002004/00000015/art00015",
	doi = "doi:10.2175/193864704784147908"
}