CASE STUDY

BOXELDER SANITATION DISTRICT

Boxelder Sanitation District provides wastewater treatment services to protect public health and the environment, employing the latest treatment processes for their customers and neighboring communities. In 2019, the Boxelder leadership team and Board of Directors reached out to WildRock to support developing a crisis communication plan for an immediate issue as well as a comprehensive crisis communication plan that could be applied to a variety of potential situations. Following the development of the plan, WildRock supported Boxelder with customer communications and media outreach to execute on the crisis plan. From there, Boxelder has partnered with WildRock to expand its communication and increase awareness amongst customers with the launch of regular customer communications.

Our Approach

WildRock initially partnered with Boxelder to develop a crisis communication plan to ensure Boxelder was well-prepared in the event of a crisis. The plan included a response checklist, messaging protocol, key messaging, a crisis response chart and for the specific situation at hand, pre-drafted customer communication. Following the finalization of the plan, WildRock got to work actioning on the plan with customer communication and media outreach to local Colorado media resulting in a feature in the Coloradoan.

Following the success of the crisis response, WildRock now works with Boxelder to develop quarterly customer communications delivered through a variety of channels to reach customers where they’re at. Each year, the WildRock team develops a strategic planning with the Boxelder team to identify goals, revaluate communication channels and tactics and map out key messaging for the year. From there WildRock executes on the strategy developing content and materials that keeps customers engaged and educated on wastewater treatment and the role Boxelder serves in the community. As a result of efforts, Boxelder has seen increased traffic to their website and blog as well as a decrease in customer phone calls, and emails with complaints and questions.