I was the Chief Communications Officer for Cape Fear Public Utility Authority and served as the Unified PIO during the entire break repair. The presentation will walk attendees through the incident and how the communications effort evolved as events changed. It will discuss the need to cover significant ground while ensuring that easy-to-make missteps do not occur. The discussion will show how the communications operation successfully covered overall messaging goals while meeting the different needs of the various utilities involved.
The presentation will also cover the communications tools used to clearly and concisely inform the public. Social media played a particularly important role in helping the Unified PIO quickly respond to questions, concerns, and customer anger popping up throughout all of the service areas. If left unanswered, the public pushback can undermine the entire repair process.