Anyone?. FREAKONOMICS “It is not from the benevolence of the butcher, the brewer, or the baker...

Anyone? Anyone?

FREAKONOMICS

“It is not from the benevolence of the

butcher, the brewer, or the baker that we

expect our dinner, but from their

regard to their own self-interest.”

“A wealth of information creates a poverty of attention.”

OUTPUT vs. OUTCOMES

“Utility cannot be divorced from emotion. . .A theory of choice that completely ignores feelings leads to prescriptions that do not maximize the utility of outcomes as they are actually experienced.”

Kahneman, Simplified

• Employees pretty much do what they feel like doing• So as a communicator your greatest

source of power is the ability to influence the way they feel

Two Know, Feel, Do Case Studies

1. Crisis Communications – Kaiser Permanente Oakland Medical Center employee missing

2. Proactive Communications –PG&E Post-San Bruno accident gas turnaround plan

• Know– Hospital administrators

were concerned– Information was being

shared as it became available

• Feel– Employees matter

• Do– Help find Regina– Continue to serve

patients

Regina Lovings

What We Wanted Employees to

• Know– Safety is PG&E’s highest

priority– Significant progress has

been made– PG&E is a utility leader in

some areas such as odor response time

• Feel– That they can trust PG&E

• Do– Like PG&E and want to

do business with us

What We Want Internal and External

Audiences to

Picarro car-mounted leak detection device and Nick Stavropoulos, EVP of Gas Operations