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