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Risk Management: What to Say When Things Go Wrong


How do you emerge, with reputation intact, after a water contamination or safety crisis? What techniques do you use to tell your public about a violation…and, more importantly, how do you regain their trust in your water utility? The messaging you put forth is important, yes, but the trick is to prepare your response without pressure from the public or press.

Join industry expert and AWWA author, Melanie Goetz for the second session of our Water Communications Master Class Series to explore how to create a crisis communication plan (before a crisis occurs) that addresses crisis messaging, leverages the media, mitigates damage, and regains your public’s trust during AND after the crisis.

Through real-world examples, we’ll examine common red flags, such as rumors and other warning signs that can lead to a water quality crisis. And, once in a crisis, we’ll investigate how to create a sense of leadership and leverage your active communication plan to avoid a media crisis and control public outrage. Additionally, we’ll walk through how to regain customer faith in your water utility after the crisis, once the media has gone home. Lastly, we’ll analyze best practices and common pitfalls when demonstrating to your public how they should interact with your utility during and after the crisis.

Learning Objectives 
Attendees can expect the discussion and education of the following learning objectives.

  • Evaluate and implement techniques to create a crisis communication plan.
  • Identify how to effectively leverage the media during a crisis.
  • Examine how rumors are created and the keys to preventing them.
  • Review how and when to apologize and the essentials of damage control.
  • Analyze best practices to regain public trust after a water quality violation.

Train Your Team
Get the whole team trained! We offer additional savings if you register as a group. For group pricing information, contact us at

* Presentations are scheduled for approximately one hour and 30 minutes with a 15-20 minute question and answer session to follow. Presentation may exceed scheduled time. 
* Each state and certification agency has different requirements; it is your responsibility to know what they are. Note that 1 PDH = 0.1 CEU.
* Purchase of this course allows you access to the presentation(s) for 6 months from the order date.

On-Demand Webcast
Session: 1 H 30 M
Lectures: 1
Credits: 1 PDH / 0.1 CEU

Water Efficiency Webcasts > Water ($79.00)


Special Group Pricing Available


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