Upload
buikhanh
View
216
Download
3
Embed Size (px)
Citation preview
Department of Environmental Quality
Public RelationsPresenter: Sonya McLamb
Education & Training Specialist
July 12, 2017
What is Public Relations?
Investment in Communication and Reputation
Crisis Management
Department of Environmental Quality NTK
The relationship between an organization and
the public.
3
Department of Environmental Quality
Goals of Public Relations
• Build Trust/Dependability
• Good Reputation/Image
• Influence Opinion
• Build Strong Partnerships
• Create Awareness/Educate
• Information Control
• Promote
4
Department of Environmental Quality
Why is Public Relations Important?
There used to be a day when…
6
Department of Environmental Quality NTK
Satisfied customers will:
• pay bills• provide political support for
rate increases• support bond issues• be more tolerant of problems
Why Should We Care About PR?
Coworkers ManagementCompany owners
– anyone inside your organization
9
Department of Environmental Quality
– anyone outside your organization
10
Department of Environmental Quality
• City Councils
• Politicians
• Governing Agencies
• Environmental Groups
• Suppliers and Vendors
• Civic Organizations
Water/Sewer Users
12
Department of Environmental Quality NTK
Customer Service• Answer questions/handle complaints
• Well-versed in telephone etiquette, active listening,
procedures & speaking
Public Information• Share information with community
• Speaking engagements & school projects.
• Create & distribute literature/brochures
Media Relations• Handle most communication with newspapers,
magazines, radio & TV
• Relay information like bond issues, rate increases,
special projects, etc.
• Press conferences
• Politically sensitive issues
• Emergency situations
13
Department of Environmental Quality NTK
Advertisements
News Releases
Photographs
Bulletins & Newsletters
Activities Reports
Information Booklets,
Pamphlets & Brochures
Operating Reports & Records
16
Department of Environmental Quality NTK
o Know what you are allowed to say
o Know who in your company is designated to speak on all other
matters.
o Know your company’s goals & objectives
o Know you are likely being watched as you work
o Use Good Judgement and Common Sense
o Smile & Be Polite to CUSTOMERS!
PR Responsibilities All Employee’s Should Practice
19
1. Service
Make serving others your #1 Priority.
2. Attitude
Choose Your Attitude.
3. Consistency
Set high standards, and stick to them.
4. Teamwork
Look for ways to make each other look good.
Department of Environmental Quality
The Four Key Customer Service Principles
21
Department of Environmental Quality
View customer
contact as an
opportunity to improve
communications and
build goodwill.
24
Department of Environmental Quality
Help Build a Positive Reputation
For Your Utility or Company
Based on
and
Expectation + Credibility = Reputation
25
Department of Environmental Quality NTK
• Ask Questions
Recognize it’s Okay to say “I Don’t Know”
• Keep up with new developments
• Take advantage of training opportunities
Increase Your KnowledgeIncrease Your Knowledge
26
Department of Environmental Quality
Embody Good Public Service
Attitude Appearance
Conduct Knowledge
Honesty
Behave Professionally
28
Department of Environmental Quality
This includes
being both
skilled on the
job and having
the right
attitude.
30
Department of Environmental Quality
Always do high-quality work.
Be known as a positive contributor.
Focus on Safety!
(even when you think no one is looking)
Be a Professional
32
Department of Environmental Quality NTK
• Keep worksite as clean as possible
• Don’t litter on customer’s yards.
• Don’t lounge on yards while taking breaks or eating lunch.
• Don’t use yards as ashtrays.
• Keep damage to lawns, sidewalks, gardens or streets to a minimum.
• Keep vehicles clean & parked out of the way.
• Don’t block driveways or alleys
• Do not nap in vehicles
At the Worksite(Maintenance & Repair Crews)
33
Department of Environmental Quality NTK
• Notify the customer first
• Coincide with low water use hours
• When shut-off is immediate, give customers a few minutes to finish
showers or get a pitcher of water drawn.
In general, respect the customer and the property!
Temporary Disruptions of Service
34
Department of Environmental Quality NTK
Don’t act too busy to answer
Provide a reasonable
response
Make referrals if necessary to
supervisors or appropriate
department
If A Customer Asks…What Are You Doing??
35
Department of Environmental Quality
Never assume a customer’s complaint is unwarranted.
Don’t choose to see all customer complaints as negatives –
Complaints can be a valuable asset.
“Your most unhappy customers are your greatest source of learning.”
~ Bill Gates
Handling Complaints
36
Department of Environmental Quality NTK
Public image enhanced by good
driving habits.
Speeding or tailgating causes
customer complaints.
Careless driving makes citizens angry
and gives utility a bad image.
Take Defensive Driving classes
Be mindful of where you park your
utility vehicle!
Best Practices Behind the Wheel
37
Department of Environmental Quality NTK
o It is very important to maintain the public’s confidence in the quality of drinking water
and the service provided.
o Public relations in a utility are intended to maintain/enhance that public confidence
and increase customer satisfaction.
o Water distribution personnel have the greatest exposure to the public and need to
be adequately trained and prepared to deal with customers on a daily basis.
Public Relations(Wrap-Up)
38
Department of Environmental Quality
Visit our Websitehttp://deq.nc.gov/about/divisions/water-resources/operator-certification/drinking-water-
operator-certification
Access your personal operator portal following easy -to-understand instructions Pay certification renewals online Find training opportunities Access official Rules and Regulations Download exam applications and forms
Visit your Operator Portalhttps://pws.ncwater.org/opportal
View and edit your contact information Check exam status Monitor your continuing education contact hours