"Jointly sponsored by Awwa Research Foundation and U.S. Environmental Protection Agency." Appendices A-G included on CD-ROM. Includes bibliographical references (p. 77-78).

1. Introduction -- 2. Drivers, barriers, and critical success factors -- 3. Getting started-designing a knowledge retention strategy -- 4. Developing the business case -- 5. Implementing a knowledge retention strategy-tools that you can use -- 6. Concluding remarks -- References -- Definitions -- Abbreviations -- Appendix A. Survey instrument and results -- Appendix B. Out-of-industry secondary research APQC -- Appendix C. Utility example documents : document repository (Colorado Springs Utilities, Greater Cincinnati Water Works) -- Appendix D. Utility example documents : mentoring (Colorado Springs Utilities, Seattle Public Utilities) -- Appendix E. Utility example documents : retirees (Metropolitan Sewer District of Greater Cincinnati) -- Appendix F. Utility example documents : organizational learning & training (Metropolitan Water District of Southern California) -- Appendix G. Utility example documents (Fairfax Water and Charlotte-Mecklenburg Utilities).