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

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Abstract:

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

DOI: https://doi.org/10.2175/193864710798286588

Publication date: 2010-01-01

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  • 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 These proceedings are not peer reviewed.

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