We work in a sector that provides valuable resources and services, and we know there’s a lot of science and technical skills involved behind the scenes. But let’s face it, we’re not all scientists and engineers! So, when it comes to talking about the science of drinking water and meeting regulatory requirements, it’s important to explain it in ways that our customers understand. Drinking water utilities are required to publish annual water quality reports, also known as the Consumer Confidence Report or CCR. While there is required language from the Environmental Protection Agency (EPA), there are opportunities to get creative. This presentation will highlight how Louisville Water uses conversational writing, specific imagery and graphics, QR codes, and research studies to share information with and relate to our customers. Every year, we try to think outside the box and find a new element we can incorporate in process. This session will also illustrate how we’ve used videos and digital tools to share the report. The goal of this presentation is for attendees to learn new ideas on what to include in the CCR, how to make the report more conversational and easier to understand, and creative ways to share it with their customers. With new federal requirements looming on CCR distribution, this is a great opportunity to collaborate.