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Social Media Monitoring for Water Quality Surveillance and Response Systems
Author(s) -
Mix Nelson,
George Aaron,
Haas Adam
Publication year - 2020
Publication title -
journal ‐ american water works association
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.466
H-Index - 74
eISSN - 1551-8833
pISSN - 0003-150X
DOI - 10.1002/awwa.1555
Subject(s) - social media , customer engagement , key (lock) , business , water quality , customer service , service quality , quality (philosophy) , public relations , process management , computer science , service (business) , marketing , computer security , political science , world wide web , ecology , philosophy , epistemology , biology
Key Takeaways A literature review and interviews with utilities were conducted to understand the use of social media monitoring for the early detection of water quality problems. Utility case studies show that social media can be used for customer engagement, crisis communications, and monitoring and surveillance for water quality. Future opportunities include integrating social media with customer service and surveillance and response systems.