Enhancing the communication potential of smart metering for energy and water

Abstract The success of water and energy smart metering is highly contingent on a successful communication strategy. We report on the findings from a qualitative study involving discourse analysis of customer messaging and focus groups with utility professionals. Discourse analysis suggests that the primary framings applied are "control", "convenience and "savings". Focus groups revealed paradoxes contained in these framings as the participants associate metering with the loss of control over private data, inconvenience during the installation process, and lack of financial gains if customers’ lifestyles cannot support “smart” decisions. Future communications should be tailored to the values and needs of consumers.