This policy establishes general guidelines for use by the Honolulu Board of Water Supply (BWS) of social media sites as a means of communicating information and messages to interested parties through their preferred media.

The intended purpose behind creating and developing content for social media sites is to disseminate pertinent information about BWS programs and events. The goal of these sites is to expand the reach of our information campaign to further support the BWS's objectives. Followers, fans and subscribers to these sites can expect to see posts discussing some or all of the following:

  • Announcements about upcoming BWS and/or City and County of Honolulu community events, workshops or programs.
  • Valuable water service news and updates for BWS customers.
  • General water conservation tips and information.
  • Occasional live coverage of BWS activities.
  • Alerts pertaining to water emergencies.

General Policy

The BWS's social media accounts are managed and operated by the BWS Communications Office, on behalf of the Department. Though these social media sites are accessible at all times, monitoring and updating of these accounts will generally occur during normal business hours, which are Monday through Friday, approximately 7:45 a.m. to 4:30 p.m. The BWS staff will attempt to respond to comments and messages in a timely fashion. Additionally, the BWS's website at will remain the primary and predominant hub of information on the Internet.

This Social Media Policy may be revised at any time.

Water Emergencies

In the event of a water emergency or need for immediate assistance, please call the BWS at (808) 748-5000 and an operator will assist you. Click the following link for contact information for specific concerns: Please note that normal hours of operation are Monday - Friday, 7:45 a.m. to 4:30 p.m.

The BWS will use the HNL.Info communication service to distribute emergency updates and traffic advisories pertaining to water-related emergencies such as water main breaks and water conservation notices. HNL.Info is a free service provided by the City and County of Honolulu for city's agencies to share timely messages with the community via email, SMS and/or push notification. To receive timely notifications and updates on major water related emergencies from the BWS, please sign up for a free account at or download the free app from the App Store or Google Play. Updates will also be posted on the BWS Facebook and Twitter accounts. The BWS will respond to comments or replies on social media postings during normal hours of operation only.

Comment and User Policy

As a government agency, the BWS must abide by certain standards of conduct to serve its constituents in a civil and unbiased manner.

Any comments containing inappropriate forms of content shall not be permitted on BWS social media sites and are subject to removal, when possible. Inappropriate content may include, but are not limited to:

  • Obscene, violent, profane or pornographic content and/or language;
  • Content that fosters forms of discrimination;
  • Personal attacks, defamatory language, or threats to any person or organization;
  • Hostile, inflammatory or insulting interactions directed toward any person or organization;
  • Advertising of any particular business, product for sale, or personal interest;
  • Spam messaging or unethical marketing activities;
  • Conduct in violation of any federal, state or local law;
  • Encouragement of illegal activity;
  • Content that violates copyright or legal ownership interests;
  • Information that may compromise the safety of the public or any individual; or
  • Completely off-topic or irrelevant comments.

Any comment posted by members of the public on BWS social media sites are the opinion of the poster only. Publication of a comment does not imply endorsement by the BWS nor do such comments necessarily reflect the opinions or policies of the BWS.

Following Back

The BWS appreciates and recognizes those in the community who choose to follow the BWS online. The BWS as an entity will follow and follow-back:

  • Municipalities of the State of Hawaii, including individual departments and divisions of local municipal government;
  • Related government agencies and non-profits;
  • Water and environmental conservation-minded profiles;
  • Local and national public utility organizations;
  • Local and national media outlets; and
  • Individuals who follow the BWS.

The BWS does not initiate in the following of for-profit businesses to avoid the appearance of favoritism to a particular business. Those who do not find themselves being followed by the BWS, and are in ordinance with this policy, should not feel discriminated against in any way.

The BWS welcomes thoughtful, helpful, and engaging conversation within its social media outlets. Conversation and comments that are disruptive to the goals of the BWS and fellow followers will be removed. The BWS may remove comments or conversation, and block followers at any time.

For more information about BWS social media sites, please contact the BWS Communications Office at (808) 748-5041 or

Revised: 6/1/18