The baseball stadium analogy of “build it, and they will come” does not apply to digital water meters. Taggle shows us what work is needed for such a project to be effective and successful.
Installing a fleet of digital water meters won’t reduce water waste if the community isn’t engaged and the consumption data is used to lower their usage. Residents need to be actively shown how to access their data and the benefits of using the system. Many of Taggle’s council and water utility customers have successfully reduced water waste by engaging their communities.
Engaging key teams
Before diving into strategies, involving the Communications Team is essential, as it plays a crucial role in delivering these messages. Too often, digital metering projects remain within the water team, meaning the message never gets out, or it launches but quickly fades from the agenda. The Communications Team must be actively invested in the project, signed up for the customer portal, and in regular contact with the water team to maintain interest. Schedule monthly meetings between the Communications and water teams to discuss messaging opportunities and create a plan.
The Customer Service Team must also be included as the first point of contact for water billing inquiries. It can encourage customers to sign up for the Customer Portal and collect success stories when issues are resolved. Ensure they are well-trained in using the system and answering questions about customers’ water use.
Keep it local
Every council and water utility is different, as are its customers. When developing the strategy, remember that messaging for a high-tourism area will differ from that for a regional agricultural centre or metropolitan city. Communities’ understanding of water’s importance, the challenges of delivering it, and the reasons for conservation can vary significantly.
The way each water utility or local council reaches different communities also varies. Reflect on existing communication efforts and integrate water-saving messages into them. For example, a high-tourism area with many holiday homes might engage more through newsletters, whereas a regional centre may respond better to outreach at agricultural shows. Leverage local knowledge to tailor plans and brainstorm with the Communications Team to develop fresh ideas that suit the community.
Make the customer portal accessible
A customer portal is useless unless the community knows where to find it. A dedicated digital metering page on the council or water utility’s website—with information, FAQs, and a link to the portal—can direct traffic. Including a quick link or banner on the homepage, water services page, and water savings page can also boost visibility.
Use billing periods to promote sign-ups
Customers are most interested in their water consumption data when they receive a bill—especially a large one. Include sign-up details on water bills and use billing periods as an opportunity to send messages via newsletters and social media, encouraging residents to sign up, detect leaks, and avoid bill shock.
Leverage social media
Social media can be a powerful engagement tool. Include the customer portal link in as many relevant posts as possible, such as water-saving tips, water restrictions, and other water education topics. Additionally, create a set of dedicated posts that drive interest and sign-ups, including messages about:
- How to sign up
- Finding and fixing leaks
- Monitoring garden water use
- Setting leak alerts
- The benefits of digital metering
- FAQs and interesting local water facts (e.g., total town water use, dam levels)
Visuals help keep these posts engaging. Use a variety of different images—watering the garden, washing the car, loading a full dishwasher, flushing a half-flush toilet, screenshots of the portal and mobile app, and infographics about digital metering benefits.
Share good news stories
Success stories help build confidence and encourage sign-ups. Highlight major leaks that were detected and fixed, whether at residential, commercial, or council properties. Schools often experience high water losses, so working with a school to locate leaks and minimise losses can make for a compelling story. Community-wide reductions in water use following communication efforts also make great examples.
Consider sharing these stories with the media for video coverage. Interviews with homeowners, business owners (if they agree), or council staff about how improved water management has saved water in parks and gardens can generate valuable publicity. The press loves a good story, so leverage this opportunity.
Engage face-to-face
Engaging one-on-one with the community helps build trust and confidence. Attending local market days, agricultural shows, community events, or even setting up shopping centre stands can enhance community engagement. If the council or utility already has a presence at these events, train the attending staff, create pull-up banners, and distribute flyers to spread the water-saving message. If facilities allow, help people sign up for the portal on the spot.
Council facilities such as customer service centres, libraries, and sporting venues can also display pull-up banners, posters, and flyers to further promote engagement.
Involve schools
Children can be incredibly mighty messengers. School education programs are a great way to spread awareness. As part of water education efforts, teach students how to find a leak using the customer portal and encourage them to show their parents. This simple step can drive more sign-ups within the community.
Run a full-scale campaign
Consider launching a comprehensive water-saving campaign across multiple media channels if budget and resources allow.
For example, when Mackay Regional Council launched its customer portal, it went all-in with a campaign called “Watch the Flow of Your H2O!” The portal, named MyH2O, was tied directly to the messaging. The campaign led to a 12 per cent reduction in per capita residential water consumption. While that may not sound like much, a reduction of about 30 litres per person per day adds up significantly. The council even deferred the need to build a new water treatment plant due to the savings. Having clear goals and desired outcomes can help drive enthusiasm and deliver real water savings.
Delivering the right message
These are all effective communication tools, but the messaging itself ultimately determines success. Explaining how data and consumption insights help consumers make informed decisions about water use can drive behaviour change, leading to both water and cost savings.
Education about identifying and fixing leaks—preventing potential property damage—can motivate individuals to act and sign up. As communities focus more on sustainability and the environment, digital water meter data empowers individuals to connect with their water usage habits, make changes, and see the results.
The end result
Building consumer awareness is the key to unlocking the full potential of digital water meters. Without active engagement, the data remains underutilised, and water waste continues. Councils and utilities can drive real behaviour change by involving the Communications and Customer Service teams, tailoring messaging to local communities, leveraging social media and traditional media, and sharing success stories. A well-executed awareness strategy helps customers monitor their consumption and delivers tangible water savings that benefit the community and future infrastructure planning. With the right approach, digital metering can be a powerful tool in creating a more water-conscious society.
This article was first published in Inside Water Magazine