Risk communication of hazardous processes associated with drinking water quality - a mental models approach to customer perception, part 1 - a methodology
Risk communication of hazardous processes associated with drinking water quality - a mental models approach to customer perception, part 1 - a methodology
This paper describes a new method of measuring drinking water quality perceptions. Expert knowledge was captured and developed into a model which characterises the potentially hazardous processes inherent in the supply of drinking water. The methodology is based on the psychological framework of “mental modelling” and compares differences in knowledge between water industry experts and lay people. Qualitative studies revealed striking differences between the two groups. These findings are being used to evaluate and improve communications between water companies and their customers about the risks associated with drinking water.
communication, experts, lay, mental models, perception, regulations
183-188
Owen, A.J.
6767b6fa-80ca-4118-8454-d2f3a8bfe540
Colbourne, J.S.
d20cf2e0-9f88-4f65-96e8-66c1792ff501
Clayton, C.R.I.
8397d691-b35b-4d3f-a6d8-40678f233869
Fife-Schaw, C.
de02c920-434b-43c0-8a67-6319fc3897db
1999
Owen, A.J.
6767b6fa-80ca-4118-8454-d2f3a8bfe540
Colbourne, J.S.
d20cf2e0-9f88-4f65-96e8-66c1792ff501
Clayton, C.R.I.
8397d691-b35b-4d3f-a6d8-40678f233869
Fife-Schaw, C.
de02c920-434b-43c0-8a67-6319fc3897db
Owen, A.J., Colbourne, J.S., Clayton, C.R.I. and Fife-Schaw, C.
(1999)
Risk communication of hazardous processes associated with drinking water quality - a mental models approach to customer perception, part 1 - a methodology.
Water Science & Technology, 39 (10), .
(doi:10.1016/S0273-1223(99)00273-5).
Abstract
This paper describes a new method of measuring drinking water quality perceptions. Expert knowledge was captured and developed into a model which characterises the potentially hazardous processes inherent in the supply of drinking water. The methodology is based on the psychological framework of “mental modelling” and compares differences in knowledge between water industry experts and lay people. Qualitative studies revealed striking differences between the two groups. These findings are being used to evaluate and improve communications between water companies and their customers about the risks associated with drinking water.
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Published date: 1999
Keywords:
communication, experts, lay, mental models, perception, regulations
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Local EPrints ID: 74853
URI: http://eprints.soton.ac.uk/id/eprint/74853
ISSN: 0273-1223
PURE UUID: c5d452c8-68cd-40a5-a5c4-862a9fad519e
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Date deposited: 11 Mar 2010
Last modified: 14 Mar 2024 02:43
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Contributors
Author:
A.J. Owen
Author:
J.S. Colbourne
Author:
C. Fife-Schaw
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