Rate increases are never easy to communicate Sarah Rossi Customer Relations & Services Manager...

Communicating RatesRate increases are never easy to communicate

Sarah RossiCustomer Relations & Services Manager

Clatskanie PUDsrossi@clatskaniepud.com or 503-308-4592

Nobody wants to hearabout rate increases The most difficult part of our jobs as

communicators: getting the point across effectively even when it is a difficult subject.

It does not matter if your utility has the highest residential rates in the state or the lowest.

People only care about how the increase cost will affect them personally.

Most customers/members will tune out your messages about why the rate increase is needed, they just focus on how much of an increase it will be on their bill.

Be consistent and directGraphs and pictures help, too!

2014 2015 2016 $-

$2,000,000.00 $4,000,000.00 $6,000,000.00 $8,000,000.00

$10,000,000.00 $12,000,000.00 $14,000,000.00

Non-Power Operating Expense Budget

Repetition and Multi MediaIn today’s world we have to produce multiple

messages: print (Ruralite/Newsletters), newspaper press releases, website notices, Facebook posts, tweets on Twitter, etc….

Even with the lowest ratesin Oregon, we have irate customerswhen we mention a rate increase.

The current rate increase is my 10th one to communicate. (8 in 11 years at West Oregon Electric Cooperative, and 2 at Clatskanie PUD)