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.”

10. OUTPUTvs. OUTCOMES

11. “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.”

12. 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

13. 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

14. 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

15. 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