How we present ourselves to the public is very important. It’s important that we communicate consistently, and give the public the impression that we understand their concerns, we empathize with their frustrations, and we are doing our best at all times to serve them.
Voice & Tone
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What We Say
When communicating with the public — both in person and via public-facing documents — our goal is to provide:
- Information that is helpful
- Instructions that are clear
- Transparency in our dealings
- Education on what we do and how we do it
When we do these things right, it leaves no question in the customer’s mind about what they can expect from us (and we of them).
How We Say It
The tone that an organization communicates with is often as important as the words they choose to use. Our tone is:
- Clear & Precise
- Professional
- Friendly & Helpful
- Authoritative (but not overbearing)
- Community-minded
- Warm & Welcoming
Our customers need to know that we are members of the community we serve; when we ask that they restrict water usage because of drought, we feel the pinch of that sacrifice, as well.
In Practice
When communicating with the public:
Bad Example
"Kennewick Irrigation District will be closed on Fridays most likely until April when the water comes on again and we're busy again."
Good Example
"Kennewick Irrigation District's offices will be closed on Fridays until April 15th, when we expect our water season to begin. We look forward to helping you as we enter the Spring and Summer months."
Note the differences: Clarity in what entity, exactly, will be closed (offices) • Specificity in the date (April 15th) • Professional verbiage regarding “water season” • Warm and friendly tone to close (“We look forward to helping…”)