taking control of the water quality message august 17, 2011 jennifer persike director of strategic...
TRANSCRIPT
![Page 1: Taking Control of the Water Quality Message August 17, 2011 Jennifer Persike Director of Strategic Coordination and Public Affairs ACWA’s 2011 Regulatory](https://reader035.vdocuments.mx/reader035/viewer/2022062803/56649f265503460f94c3d08b/html5/thumbnails/1.jpg)
Taking Control of the Water Quality Message
August 17, 2011
Jennifer PersikeDirector of Strategic Coordination
and Public Affairs
ACWA’s 2011 Regulatory Summit
![Page 2: Taking Control of the Water Quality Message August 17, 2011 Jennifer Persike Director of Strategic Coordination and Public Affairs ACWA’s 2011 Regulatory](https://reader035.vdocuments.mx/reader035/viewer/2022062803/56649f265503460f94c3d08b/html5/thumbnails/2.jpg)
Headlines
![Page 3: Taking Control of the Water Quality Message August 17, 2011 Jennifer Persike Director of Strategic Coordination and Public Affairs ACWA’s 2011 Regulatory](https://reader035.vdocuments.mx/reader035/viewer/2022062803/56649f265503460f94c3d08b/html5/thumbnails/3.jpg)
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
![Page 4: Taking Control of the Water Quality Message August 17, 2011 Jennifer Persike Director of Strategic Coordination and Public Affairs ACWA’s 2011 Regulatory](https://reader035.vdocuments.mx/reader035/viewer/2022062803/56649f265503460f94c3d08b/html5/thumbnails/4.jpg)
Case Study – How To Do It Right
Patricia Tennyson, Katz & Associates
Kevin Milligan, City of Riverside
Ann Dubay, Sonoma County Water Agency
✔Best Practices