Increasing Customer Engagement and Protecting Your Brand with a Crisis Communications Team
Date: Jan 8, 2020
Time: 2:00 PM ET
When six tornadoes, heavy winds and lightning caused more than 250 separate outages across the Ottawa region on Sept. 21, 2018, more than half of Hydro Ottawa’s customers were left without power. Thanks to its comprehensive Crisis Communications Plan, however, the utility was prepared and able to act quickly to send out consistent, accurate messaging to all of its stakeholders. By identifying team members responsible for internal and external communications during a business disruption, their roles and responsibilities, and the team’s connection with other Hydro Ottawa business continuity plans, the Crisis Communications Team provides the resources, guidance, authorization and decision-making support to enable the company to meet the ever-increasing expectations of its customers.
\Attend this webinar to learn how Hydro Ottawa formulated its Crisis Communications Plan and put together the Crisis Communications team and see how the team jumped into action to serve customers during the four-day outage event in 2018, resulting in high customer engagement and trust. Hydro Ottawa took home Chartwell’s 2019 Gold Award in Outage Communications among midsize utilities for its efforts.
- Accessible and actionable: Utilities are leveraging real-time analytics to improve operations and the customer experience… »
- Chartwell expands the Outage Conference and associated awards… »
- Don’t fail at scale: a lesson from airline push alerts… »