The Energy Central Power Perspectives Podcast was joined recently by Jeff Hahn, crisis communications expert and author of the book "Breaking Bad News: 12 Essential Crisis Communication Tools." In light of the myriad of emergencies the utilities sector has had to deal with recently, from cyber attacks to unplanned outages and more, Jeff's insights into how to best manage the messaging and the interactions with customers in the immediate aftermath could not be more timely.
In this digital age where Tweets are constantly flying and a negative story-- regardless of how true it is or not-- can seemingly move at the speed of light, utilities can't simply wait for these occurrences and decide how to respond to them at that point. Instead, they need to always be prepared and have a crisis communications plan. In this episode, Jeff shared his review of how some recent crises in the world of utilities were handled and offer advice to executives at utilities about how they should be preparing today for the unexpected emergency of tomorrow:
Utilities are engineering-driven cultures, so when they communicate they often expect of themselves that they have an issue and that they have it fixed. That's what they want to say. Otherwise they believe they look incompetent. But what they fail to realize is that trust with stakeholders is more easily built when stakeholders are involved in creating a new future. It could be through a corrective action, but it's in the co-creation, inviting others to the table to solve a bigger issue, especially if change is part of it, that can really, really help build trust.
This entry into the podcast, like all of the series episodes, can be found on all major podcast outlets, including iTunes and Spotify, or it can be listened to directly on the Energy Central platform. Give it a listen and share your reaction in the comments.
Episode #70: 'Beating The Clock For Crisis Communication In Utilities' With Jeff Hahn [an Energy Central Power Perspectives™ Podcast]
About Energy Central Podcast Series:
The ‘Energy Central Power Perspectives™ Podcast’ features conversations with thought leaders in the utility sector. At least twice monthly, we connect with an Energy Central Power Industry Network community member to discuss compelling topics that impact professionals who work in the power industry. Some podcasts may be a continuation of thought-provoking posts or discussions started in the community or with an industry leader that is interested in sharing their expertise and doing a deeper dive into hot topics or issues relevant to the industry.
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The Energy Central Power Perspectives™ Podcast is hosted by Jason Price, Community Ambassador of Energy Central. Jason is a Business Development Executive at West Monroe, working in the East Coast Energy and Utilities Group. Jason is joined in the podcast booth by the producer of the podcast, Matt Chester, who is also the Community Manager of Energy Central and energy analyst/independent consultant in energy policy, markets, and technology.
If you want to be a guest on a future episode of the Energy Central Power Perspectives™ Podcast, let us know! We'll be pulling guests from our community members who submit engaging content that gets our community talking, and perhaps that next guest will be you! Likewise, if you see an article submitted by a fellow Energy Central community member that you'd like to hear about in more detail, feel free to send us a note to nominate them. To contact us, email firstname.lastname@example.org. Podcast interviews are free for Expert Members and professionals who work for a utility. We have package offers available for solution providers and vendors.