Effective communication is key

When Lewes residents and visitors rolled out of bed Aug. 20 to make a cup of coffee, brush their teeth or take a shower, the faucets were dry. Luckily, through an open and forthcoming communications campaign, residents and visitors soon learned from the Board of Public Works that a water main beneath the Lewes-Rehoboth Canal had broken, forcing BPW to shut down the entire water system. 

Over the course of the next few days, BPW officials effectively communicated what was happening, and what residents and visitors could expect. Whether it was advising people to boil water before using it to ensure its quality or expressing the desire to expedite construction of a new canal-crossing main, the BPW team did a fantastic job of keeping everyone in the loop. 

All too often, governments, organizations or utilities are silent when things go awry. Seeing a local body be proactive during an emergency situation is refreshing. Effective communication is paramount in gaining the trust of constituents, or in this case, customers. By getting out ahead of the situation, BPW officials quickly quelled any misinformation and stopped the rumor mill before it ramped up.

As evidence that BPW officials apparently gained the trust of most residents and customers, BPW President Tom Panetta reported that no members of the public showed up for a special meeting Aug. 23 to discuss the main break and the BPW’s next steps, essentially signaling that residents were satisfied with the board's response. If there’s one thing we know about Lewes, it’s that residents will show up in droves if they feel their elected officials took a misstep. 

In the nearly five years since a major effluent spill led to nearly 4 million gallons of partially treated wastewater entering the Lewes-Rehoboth Canal, BPW officials have done an exceptional job of communicating. Whether discussing the future of wastewater treatment or the precautions they’re taking to ensure the current treatment plant is operating properly and efficiently, BPW officials are often forthright with information. 

We encourage all other local governments and utilities to follow the Lewes BPW’s example the next time an emergency situation occurs. The more information, the better.