Cincinnati water utility uses targeted community messaging to build trust

The organization’s outreach strategy relies heavily on community messengers.
In theory, getting homeowners to accept a free lead service line replacement should be easy. The new pipes can reduce the risk of lead in drinking water and increase property values.
But after launching its voluntary program in 2016, Greater Cincinnati Water Works had a hard time getting people to sign up.
Program managers Kevin Kappers and Bridget Patton found that several communication issues were holding them b