Secrets, Rumors, and the Cost-Effectiveness of Truth
Switching to Lowercase Messaging: A Capital Idea
Risky Business: Factoring in Public Perceptions
Communication Without Words: How Utilities Can Become Visible to Their Customers
Do No Harm: Perverse Consequences of Misjuding Public Response
Poor or rich: The value of water is directly related to what it costs
Looking inward to enable effective outreach: A case for customer appreciation
Perception and the value of water: It’s all relative
Understanding and leveraging social norms: Changing behavior by tapping into our need to conform
The dangerous liaison between a discount culture and cost control
Transform the lowly rebate into the upfront cash of a coupon bonanza!
Leveraging the power of rebates: The difference is in the breakage
Diluting the inevitable: A case for decoupling water rates
The paradox of value: Water rates and the law of diminishing marginal utility
Invisible peril: Managing rate issues through public involvement
The irrationality of Rational Numbers
Helping customers connect tiered rates with actual water use
It’s a numbers game: The psychology behind rate pricing and the argument for rounding
Framing Transparency: Crafting the utility bill to promote the real value of water
