Check-if-apply approach for consumers and utilities to communicate about drinking water aesthetics quality

Using Check‐If‐Apply Lists to Improve Communication About Aesthetic Water Issues

“…The three pillars of municipal water are safety, affordability, and reliability (Burlingame et al 2019). Maintaining these pillars builds consumer confidence in drinking water and the utilities that deliver water services.…”

“…Appearance, Taste, and Odor While utilities desire accurate sensory information from their consumers (Burlingame et al 2019), and consumers want to provide useful feedback on aesthetic water quality, the descriptors given by consumers may not be sufficient to provide insight into the nature and potential cause of an aesthetic issue (Dietrich & Burlingame 2020, Burlingame et al 2017, Burlingame 2015, Burlingame & Doty 2015, Dietrich 2006.…”

“…The sensory science profession has developed effective methods to gather consistent feedback from consumers, Table 1 including descriptive methods (Carneiro et al 2021). To initiate communication, one approach is to provide consumers with lists of possible descriptors for a product.…”

“…A study of 75 untrained consumers evaluating a drinking water check-if-apply list (Carneiro et al 2021) showed that by using the list, consumers correctly described the following:…”

“…The resulting T&O check‐if‐apply list (see sidebar), developed by PWD staff and a consultant, includes descriptors that are consistent with how Philadelphians refer to such off‐flavors in their tap water. More details about the process to identify chemicals of interest and their associated T&O descriptors are available in Dietrich & Burlingame (2020) and Carneiro et al (2021).…”