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Anyone? Anyone?

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 .”. OUT PUT vs. OUT COMES.

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Anyone? Anyone?

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  1. Anyone? Anyone?

  2. FREAKONOMICS

  3. “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.”

  4. “Awealth of information creates a poverty of attention.”

  5. OUTPUTvs. OUTCOMES

  6. “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.”

  7. 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

  8. Two Know, Feel, Do Case Studies • Crisis Communications – Kaiser Permanente Oakland Medical Center employee missing • Proactive Communications –PG&E Post-San Bruno accident gas turnaround plan

  9. Know • Hospital administrators were concerned • Information was being shared as it became available • Feel • Employees matter • Do • Help find Regina • Continue to serve patients What We Wanted Employees to Regina Lovings

  10. What We Want Internal and External Audiences 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 Picarro car-mounted leak detection device and Nick Stavropoulos, EVP of Gas Operations

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