By Carol Britton Meyer

The Weir River Water System has pledged to improve customer communication in the aftermath of complaints about widespread water discoloration that began June 19 and continued for several days.

This plan was developed in response to a large number of complaints about how Veolia, the operator of the Weir River Water System, which serves Hingham, Hull, and part of Cohasset, handled notifying customers of the initial discoloration issue and subsequent updates.

Veolia presented an improved communications plan to the Hingham Select Board – acting as water commissioners – at a meeting Tuesday.

Communications improvements since June 19 include updating contacts, media outreach – including regional television and online media networks and The Hull Times – collaboration with the WRWS Citizen Advisory Board and community organizations, and posts on social media. Hull Select Board member Brian McCarthy serves as the town’s representative on the advisory board.

To further improve communication, Veolia is developing a marketing plan to highlight the water company’s efforts – from news, advertising, and bill inserts to print and online marketing and postcard mailings.

In addition, Veolia has met with the Citizens Advisory Board to develop connections with community organizations that require direct outreach, including seniors, the disabled, medical facilities, schools, and daycare centers.

The WRWS emergency response plan has also been updated, including municipal contacts.

Veolia continues to encourage customers to sign up for WRWS alerts and launched a Facebook page as a way to communicate regular and emergency notices systemwide.

“We’ll use every tool we have to spread the word,” said Christopher Halleron, manager of communications and community relations for Veolia. “It will take the combined effort of all of us.”

This is a “work in progress, and we’ll see what the feedback is,” said Veolia Regional Vice President John Oatley.

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