本文讨论了编制和分发消费者信心报告（CCR）所面临的挑战。报告指出，关注水质健康和安全（不仅仅是味道和气味）的客户与认为客户主要关注供水成本的供水商之间存在态度上的脱节。这种态度上的脱节会给公用事业公司带来沟通问题。1999年CCR的一个明确目标是展示一个认真、有能力、乐于接受、愿意承认错误、愿意回答问题和提供额外信息、愿意与客户会面的公用事业公司。 另一个目标是帮助客户了解风险。给出了污染物允许量有多小的示例清单，以及公用事业公司为确保CCR成功而可以采取的步骤，以及公用事业公司可以遵循的基本信任建立技术。

This paper discusses the challenge of preparing and distributing the Consumer Confidence Reports (CCR). It points out the disconnect in attitudes between customers who are concernced about water quality in terms of health and safety (not just taste and odor), and water providers who feel customers are primarily concerned about the cost of water delivery. This disconnect in attitudes will cause communication problems for utilities. One clear objective of the 1999 CCR is to present a utility that is serious, competent, forthcoming, willing to admit mistakes if any were made, willing to answer questions and provide additional information, and willing to meet with customers. Another objective is helping customers understand risk. A list of examples of how small the allowable amounts of contaminants are, is given along with steps a utility can take to ensure the success of the CCR, and basic trust-building techniques a utility can follow.