Similarly to the provision of alternative water supplies, South East Water now has years of experience in communicating during supply interruptions. It is incomprehensible that SEW still lacks a crisis communications strategy or a well-developed communications team given the company’s propensity for water outages. This put communication teams in a difficult position. Basic communications errors, like giving incorrect and inconsistent information about bottled water stations, using the wrong p...

Similarly to the provision of alternative water supplies, South East Water now has years of experience in communicating during supply interruptions. It is incomprehensible that SEW still lacks a crisis communications strategy or a well-developed communications team given the company’s propensity for water outages. This put communication teams in a difficult position. Basic communications errors, like giving incorrect and inconsistent information about bottled water stations, using the wrong postcodes, poorly chosen language and a lack of empathy with customers, should not need external consultants to resolve. Vague answers to our questions to Type: conclusion | Number: 8 | Response status: response_pending