Skip to main content

Cloud Computing, Twitter and Texting: What's a Water Utility To Do?

Buy Article:

$17.50 plus tax (Refund Policy)

Or sign up for a free trial


The rapid and pervasive spread of Web 2.0 social networking tools (Twitter, blogs, microblogs, texting, etc.) that has resulted from the widespread use of mobile computing platforms (e.g., iPhones, Blackberries, netbooks, etc.) is changing the business and personal communications landscapes at local and global levels. Customers are resetting their expectations for responsive customer service from ground-based timeframes measured in days to electronic response times measured in minutes, if not seconds. In parallel, many of these social networking tools offer businesses new and cost-effective ways to reach their customers and stakeholders for a wide range of value-added business purposes. Water utilities must integrate these changes into their strategies for optimizing their service structures. This presentation demystifies the issues and choices facing water utilities contemplating use of these tools and provides a simple framework for making decisions about how these tools can be applied and add business value.

Keywords: Social networking; Twitter; Web 2.0; Wikis; blogging; blogs; call centers; customer contact centers; customer expectations; customer service; electronic communications; micro-blogging; texting

Document Type: Research Article


Publication date: 2010-01-01

More about this publication?
  • Proceedings of the Water Environment Federation is an archive of papers published in the proceedings of the annual Water Environment Federation® Technical Exhibition and Conference (WEFTEC® ) and specialty conferences held since the year 2000. These proceedings are not peer reviewed.

    WEF Members: Sign in (right panel) with your IngentaConnect user name and password to receive complimentary access.
  • Subscribe to this Title
  • Membership Information
  • About WEF Proceedings
  • WEFTEC Conference Information
  • Ingenta Connect is not responsible for the content or availability of external websites
  • Access Key
  • Free ContentFree content
  • Partial Free ContentPartial Free content
  • New ContentNew content
  • Open Access ContentOpen access content
  • Partial Open Access ContentPartial Open access content
  • Subscribed ContentSubscribed content
  • Partial Subscribed ContentPartial Subscribed content
  • Free Trial ContentFree trial content
Cookie Policy
Cookie Policy
Ingenta Connect website makes use of cookies so as to keep track of data that you have filled in. I am Happy with this Find out more