Journal AWWA Articles
Communication Without Words: How Utilities Can Become Visible to Their Customers
Looking inward to enable effective outreach: A case for customer appreciation
Understanding and leveraging social norms: Changing behavior by tapping into our need to conform
The paradox of value: Water rates and the law of diminishing marginal utility
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