Preparing an Advisory

Use the information gathered in identifying the situation to develop the message. Particularly when dealing with chemical contaminants, consult with experts to understand the potential health impact and impact routes (e.g., ingestion, contact, aerosolization) so messages are customized to the contaminant; they may differ from more traditional microbial messages used in boil water advisories. Use tools, such as the Message Mapping Template [DOCX - 1 page] and the Sample Message Map [DOCX - 1 page] and the Single Overriding Communication Objective (SOCO) Worksheet. [DOCX - 2 pages]

Unless a state requires specific templates, revise the order and content of these templates based on the local circumstances. Remember to include the 10 required elements from the Public Notification Rule.

Understand the translation needs of your community. Use community partners or professional translation services to translate the message. Avoid using online dictionaries or other computer software. 

Community partners are responsible for producing the message in formats that people they serve can read and understand, such as Braille, large font, or text messages. Today’s communication channels are diverse. You will likely need to consider multiple channels in addition to traditional media.

Abbreviated Messages

Some channels of communication only allow for brief messages because of time or space constraints, but can be disseminated widely and are heavily used by particular age groups that may be difficult to reach through other channels. Brief messages are appropriate for:

• On-screen scroll (e.g., local televised news, cable television, public service television channels, Emergency Broadcast System announcements)
• Text message systems (SMS)
• Social media (e.g., Facebook, Twitter, Reddit)
• Reverse 911 phone message systems
• Opt-in message systems (e.g., CodeRED alerts)
• Highway variable message signs and portable message boards

See the Automated Messages [DOCX - 3 pages] tool.

Message Development

The information on which to base the advisory can be captured in the Information for Communication Planning [DOCX - 1 page] tool. The Required Elements of a Public Notice outlines the questions and information the drinking water advisory must address in its materials. Key Questions for the Public Information Officer [DOCX - 1 page] may help in preparation for working with the media.

Once the message has been developed and produced in appropriate formats, follow your communication SOP to have management approve the advisory.

The person to serve as a spokesperson during a drinking water advisory can come from water system management or from an outside partner agency, such as a public health department. The spokesperson should be someone in authority who is honest, credible, competent, accessible, and sensitive to public concerns.

Follow the communication protocols discussed in Section 1 and use essential information to prepare spokespersons for interacting with the public and media. See Basic Elements of a Spokesperson Statement [DOCX - 1 page] .

If there is not a designated spokesperson, assess staff options and identify an individual to fill this role. See Spokesperson Assessment Tool. [DOCX - 1 page]

Exchanging information and developing materials, such as news releases, among partners and water systems must be a coordinated effort. Liaisons should be designated staff who are the communications link for issuing an advisory and also for updating and lifting the advisory. Each organization or water system involved in an advisory should identify a liaison.

Work with your partners to assign specific communication roles and responsibilities. Develop a list that identifies who (which partner) will be contacting whom (a specific audience) and when that contact will occur. The water utility does not have to take on all the communication roles. Each partner has its own key contact lists that can help spread the workload and be most efficient and successful in message distribution.