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November 15, 2011
Good PR's in the Details
 
The East's freak "Halloween snowstorm" brought plenty of frustration for utility crews and customers alike. But in the case of Jersey Central Power & Light, at least, the vexation may have been increased by inattentive maintenance of its web and telephone connections. Here's a remarkably dispassionate rendering of one customer's experience. 

It begins with "On the day of an emergency, don't have a notice on your website that you are doing pre-planned maintenance on your site. Frustrating." Yes, that would be. The post by Patricia Soll includes, in all, six examples, ranging from "frustrating" to "extremely frustrating." Utilities shouldn't place all the PR burden on their repair crews; there are office folks who have PR roles, too. They need to be mindful of them.

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Doug Bedell has a background in journalism and PR and is the owner of Resource Relations LLC in Central PA, focusing on organizational and crisis communication. He’s the community manager of SimplyFair.net, a social network on fairness. On the Web, Doug’s at www.ResourceRelations.com. On Twitter, he’s @DougBeetle.
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