The effective water professional : leadership, communication, management, finance, and governance.

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Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor Corporativo: Water Environment Federation
Formato: Electrónico eBook
Idioma:Inglés
Publicado: Alexandria, VA : Water Environment Federation, 2015.
Temas:
Water utilities > United States > Management.
Water-supply > United States > Management.
Water treatment plants > United States > Management.
Sewage disposal plants > United States > Management.
Services d'eau > États-Unis > Gestion.
Eau > Approvisionnement > États-Unis > Gestion.
Eau > Stations de traitement > États-Unis > Gestion.
Eaux usées > Stations de traitement > États-Unis > Gestion.
Sewage disposal plants > Management.
Water-supply > Management.
Water treatment plants > Management.
Water utilities > Management.
United States.
Acceso en línea:Texto completo
Tabla de Contenidos:
  • Intro
  • Title Page
  • Copyright
  • Contents
  • List of Figures
  • List of Tables
  • Preface
  • Authors
  • Acknowledgments
  • Chapter 1 Introduction Richard Kuchenrither, Ph. D., P.E., BCEE
  • 1.0 CHAPTER KEY POINTS
  • 1.1 Chapter 2-Leadership
  • 1.2 Chapter 3-Communication
  • 1.3 Chapter 4-Management
  • 1.4 Chapter 5-Utility Finance
  • 1.5 Chapter 6-Governance
  • 2.0 REFERENCES
  • Chapter 2 Leadership Elisa M. Speranza and Kenneth W. Mirvis, Ed. D.
  • 1.0 INTRODUCTION
  • 2.0 SEEK FIRST TO UNDERSTAND
  • 2.1 Will Duncan
  • 2.2 Mary Ann Dickinson
  • 2.3 The Atlanta Team
  • 3.0 UNDERSTAND YOUR AUTHORIZING ENVIRONMENT
  • 3.1 Mary Ann Dickinson
  • 3.2 The Atlanta Team
  • 4.0 CHOOSE YOUR BATTLES, AND YOUR ALLIES, WISELY
  • 4.1 Julius Ciaccia
  • 4.2 Mary Ann Dickinson
  • 5.0 LEVERAGE THE HELIOTROPIC EFFECT
  • 5.1 Irma Jones
  • 5.2 Mary Ann Dickinson
  • 5.3 The Atlanta Team
  • 6.0 BE AUTHENTIC
  • 6.1 The Atlanta Team
  • 6.2 Mary Ann Dickinson
  • 7.0 SUMMARY
  • 8.0 REFERENCES
  • 9.0 SUGGESTED READINGS
  • 10.0 DISCUSSION QUESTIONS
  • Chapter 3 Communication Brian Good, Christopher Hawkins, Linda Macpherson, Matt Mahoney, Jenifer Simpson, and Eleanor Torres
  • 1.0 INTRODUCTION
  • 2.0 WHAT DO WE KNOW ABOUT WATER?
  • 2.1 Functions and Purpose of Water and Wastewater Utilities
  • 2.2 Communicating the Basics about Water and the Water Cycle
  • 2.3 Water Terminology
  • 3.0 WHY WE COMMUNICATE
  • 3.1 Gaining Support for Education and Communication
  • 3.2 When Do We Communicate?
  • 3.3 Typical Utility Operations
  • 3.3.1 Construction and Maintenance Projects
  • 3.3.2 Community Meetings
  • 3.3.3 Board or Council Meetings
  • 3.3.4 Customer Service
  • 3.3.5 Customer Bills and Other Regular Communications
  • 3.3.6 Regular Engagement at Community-Based Meetings
  • 3.3.7 Community Events
  • 3.3.8 Internal Communications
  • 3.4 Crises/Emergencies
  • 3.5 Large Projects/Initiatives
  • 3.6 Education and Engagement Programs
  • 4.0 HOW WE COMMUNICATE: TECHNIQUES FOR ENGAGEMENT WITH Stakeholders
  • 4.1 Branding
  • 4.1.1 Definition of a Brand
  • 4.1.2 Trends in Utility Branding
  • 4.1.3 Effects of Utility Positive Branding
  • 4.1.4 Brand Development
  • 4.2 Communication Plans
  • 4.2.1 Introduction
  • 4.2.2 Communication Plan Case Study: New York City Bypass Tunnel
  • 4.3 Communication Channels
  • 4.3.1 Print Media
  • 4.3.2 Radio/Television
  • 4.3.3 Internet/Web Sites
  • 4.3.4 Social Media
  • 4.3.5 Guerilla Tactics
  • 4.3.6 Education Approaches
  • 4.3.6.1 Why Is Education Needed?
  • 4.3.6.2 How Do We Educate the Community?
  • 4.3.7 Presentations/One-on-One Discussions
  • 4.3.8 Focus Groups
  • 4.3.9 Blue Ribbon Panels
  • 4.3.10 Customer Surveys
  • 4.3.11 Tours and Tastings
  • 4.4 Communication Skills
  • 4.4.1 Communicating Technical Issues to Nontechnical Audiences
  • 4.4.2 Communication Skills in the Workplace
  • 4.4.2.1 Listening Skills
  • 4.4.2.2 Verbal Communication
  • 4.4.2.3 Written Communication
  • 4.4.2.4 Presentation Skills

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