The Northeast Ohio Regional Sewer District (NEORSD) has consistently defied conventions in the use of social media by a water utility. Their approach combines humor and human connection to foster relationships within the community. During the last holiday season, they took their efforts a step further by encouraging people to dial a phone number, which greeted them with a heartfelt voice message. In this episode, a conversation with NEORSD Communications Manager John Gonzalez delves into the profound impact of this message and explores some of the most memorable moments from their social media endeavors. John also discusses the guiding principles behind NEORSD's social media activities, the strategies to gain support from utility management, and valuable insights for fostering meaningful engagement with customers.waterloop is a nonprofit media outlet. Visit waterloop.org