It's Not Always Just the Message That Matters. It's the Frame You Put It in.

Being careful what you say and how you say it can make a big difference in how customers respond to your utility’s messages, says the author of a new book from American Water Works Association.

The wrong frame can ruin a great picture. The best frame can’t save a bad picture. We know these things to be true, and they apply in an important way to messages you deliver to your publics.

A new book, Communicating Water’s Value Part 2: Stormwater, Wastewater & Watersheds,...

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