Are You Ready for the Next One?

Preparing Your Water System for the Next Emergency Do you know all of your system’s assets? Do you know their condition? Do you know the areas of greatest risk to your system? Do you or your staff know who to call?

Preparing Your Water System for the Next Emergency Complete and/or Update Risk (Vulnerability) Assessments Complete and/or Update Emergency Response Plans

Preparing Your Water System for the Next Emergency Communicate and Train your staff on implementation Establish relationships with your emergency response partners

Risk Communications Risk = Hazard + Outrage Mental Noise High anxiety/outrage limits understanding Preparation is key to trust and reducing outrage Message Mapping Identify stakeholders & questions Analyze questions for underlying concerns Develop Key Messages and support for messages Test & practice Messages Determine how to deliver message through correct channels Press Social Media Face to Face

Risk Communications Risk = Hazard + Outrage Message Mapping Identify stakeholders & questions Residents, emergency officials, TCEQ, Media, ? Analyze questions for underlying concerns What do they need to know? Is the water safe? When? Why should we trust you? What is your history of routine communications trustworthiness and transparency?

Risk Communications Risk = Hazard + Outrage Develop Key Messages and support for messages Short, concise 27 words in print 9 seconds on TV Show Compassion, Conviction and Optimism Message should be to 6th to 8th grade level Stress reduces comprehension Repeat information Summarize what you are going to say Tell more with supporting information Summarize what you told them Avoid absolutes

Risk Communications Risk = Hazard + Outrage Test & practice Messages Select spokespersons Anticipate questions Prepare answers Practice, Practice, Practice! Perception is Reality Cite credible third parties Build trust in advance of crisis People judge the messenger before the message Trust based on past actions, communications, transparency Empathy, sincerity and LISTENING!

Risk Communications Risk = Hazard + Outrage “When people are stressed and upset, they want to know that you care before they care about what you know.”

Determine how to deliver message through correct channels Press Risk Communications Risk = Hazard + Outrage Determine how to deliver message through correct channels Press Face to Face Social Media

Risk Communications Risk = Hazard + Outrage Stick to core messages Prepare rigorously for highest priority risks Systematically review/analyze stakeholder perceptions Deliver consistent messaging Words fully aligned with actions, matching human empathy with decisive action Factor in the importance of culture and language Act with honesty and integrity, and speak with one voice – based on facts not speculation