City of Delray Beach

Case Study
Utilities Department


Establish a communications system to inform customers about water-related issues and updates from the utilities department.


  • Identify how real-time alerts will be shared during emergencies
  • Create accessible messaging
  • Highlight what is being done to strengthen the City’s drinking water system


  • Used web FAQs and targeted social media campaigns to educate customers on precautionary boil water notices, irrigation schedules, the new water treatment plant project, and other initiatives
  • Created a boil water notice public communications strategy, based on the number of properties affected, to alert the public when notices are issued
  • Established a local TV media contact database to publicize the alerts on local news channels
  • Developed an email marketing system to alert customers who opt-in
  • Secured a monthly state of the City article on behalf of the mayor in the most widely read local magazine to keep customers informed of utility projects

The Results

As a result of our work, the utilities department has a comprehensive communications plan and public outreach strategy established. These efforts are tracked and measured on a monthly basis.

annual reach

Media Placements

Calculated Publicity Value