Push Notifications are real-time messages sent from EyeOnWater to a user’s device. Push notifications appear on the screen even if the application isn’t open or active. This lets you inform customers about important updates, alerts, or actions they can take.
When sending push notifications to your customers regarding critical updates such as boil water notices, planned maintenance outages, and excessive water use/loss alerts, it’s essential to follow best practices to ensure that the communication is effective, timely, and user-friendly.
Here are some useful tips:
Segment and Target Your Audience
- Target specific areas – Use Monitor page filters and geolocations to send notifications only to affected areas or customer segments (e.g., neighborhoods, ZIP/postal codes). Avoid alerting customers who are not impacted.
- Prioritize Time-Sensitive Alerts
Boil water notices and emergency alerts should be sent immediately when a health or safety risk is identified. These notifications should be treated with urgency and sent through all available channels (push notifications, SMS, email, etc.). - Planned maintenance notices should be sent well in advance to allow customers time to prepare.
Use Clear, Concise, and Actionable Language
- Be clear about the issue – Use straightforward language to describe the situation. Avoid technical jargon.
- Provide actionable steps – Tell customers what they need to do (e.g., “Boil water for 3 minutes before drinking” or “Avoid water use between 2 PM and 5 PM”).
- Keep it concise – Push notifications should be short and direct. Provide essential details and include a link to more information.
Include Key Information
Every notification should contain:
- What – A description of the event (e.g., boil water notice, planned outage, high usage alert).
- When – The time the event starts and the expected duration.
- Where – The areas affected by the event.
- Why – A brief explanation of the reason for the alert.
- How – Instructions on what customers should do (boil water, conserve water, expect disruptions, etc.).
Provide a Call to Action
- Encourage customers to take specific actions or get more details. For example, “Click here for updates” or “Visit {our website URL} for more information.”
- If relevant, direct customers to support or emergency contact lines.
Send Reminders and Updates
- For planned maintenance, send reminders 24-48 hours in advance and again just before the maintenance begins.
- For ongoing situations like boil water notices, send updates as the situation evolves, and notify customers as soon as the issue is resolved.
Use Multiple Communication Channels
While push notifications are effective, they may not reach all customers. Consider combining push notifications with:
- Text messages for critical alerts.
- Emails for detailed explanations and updates.
- Website and social media posts for wider reach.
- Voice calls or automated messages for urgent issues, especially for elderly or less tech-savvy customers.
Offer Multilingual Support
- In areas with diverse populations, provide push notifications in multiple languages to ensure that everyone receives and understands the alerts. While EyeOnWater supports multiple languages, you must provide translated push notifications.
Test and Optimize Notification Systems
- Periodically run system tests to ensure that push notifications are reaching all customers as expected.
- Review past notifications to evaluate the engagement and response rates, making improvements based on customer feedback and analytics.
Provide Follow-Up Notifications
- After resolving an issue (e.g., lifting a boil water notice), send a follow-up notification to inform customers that it’s safe to return to normal water usage.
- Thank customers for their cooperation and offer guidance for future incidents.
Ensure Accessibility
- Ensure push notifications are accessible for people with disabilities. For instance, notifications should be compatible with screen readers for visually impaired users.
- Ensure that all text and links in the notification are properly formatted for easy reading on all devices.
Transparency and Reassurance
- Keep customers informed throughout any event, explaining the steps being taken by the utility to resolve the issue and why certain actions (e.g., a boil water notice) are necessary.
- Provide reassurance by including expected resolution times or explaining ongoing actions to maintain public safety.
By following these best practices, you can ensure that critical information reaches your customers promptly and effectively.
