Taking Control of the Water Quality Message August 17, 2011 Jennifer Persike Director of Strategic Coordination and Public Affairs ACWA’s 2011 Regulatory Summit
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Taking Control of the Water Quality Message
August 17, 2011
Jennifer PersikeDirector of Strategic Coordination
and Public Affairs
ACWA’s 2011 Regulatory Summit
Headlines
Case Study – How Not to Handle a Crisis
Tony HaywardCEO, British Petroleum
✔ Take Notes
✔ Major Mistakes
Clip One:• Bad body language• Passed the buck• Highly technical response, jargon• No empathy for victims• No assurances• Retracting eailier commentsClip Two:• Not believable• No empathy/compassion for victims• No accountability• Self absorbed• Terrible tone
Case Study – How To Do It Right
Patricia Tennyson, Katz & Associates
Kevin Milligan, City of Riverside
Ann Dubay, Sonoma County Water Agency
✔Best Practices
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