Temporal public perceptions and experiences during water service disruptions: the case of Jackson, Mississippi

Abstract

Failures in urban water systems are becoming a common occurrence in the US due to disasters, aging infrastructure, and financial constraints, among other concerns. For example, Jackson, Mississippi has experienced reoccurring water outages, burdening community members as they must seek alternative water sources. Prior research has primarily focused on technical, institutional, and public health aspects of water crises, with limited attention to community perspectives. Understanding such social aspects can shed light on, for example, community priorities, levels of trust, mental health concerns, and communication gaps. Here, we document the temporal experiences and perceptions of community members during the Jackson Water Crises. To do so, we qualitatively analyzed news media data and employed topic modeling techniques on social media data from two years, capturing two specific crises. Our results reveal the cascading impacts of water outages on end-users, including financial, social, and technical issues. For example, over time, results indicate that trust in the government and water providers in Jackson eroded, which may hinder public support. Our results show that social media can be a useful tool for utilities to understand public perceptions in real-time. Recommendations proposed here can inform future responses to water crises in Jackson and other communities, ensuring end-users perspectives are incorporated.