COMMUNICATING THROUGH A NATURAL RESOURCES CRISIS
ADVISING THE CEO OF A WATER COMPANY
Our client managed water production, treatment and distribution for the capital city and 56 other main cities in an African country. The Company is QSE-certified on all areas of its business and ranks as a “mature” company on the ISO 26000 scale.
One September morning, a pipe in its water treatment plant incurred a rupture. The tear caused a severe loss of pressure resulting in water shortages across the capital. The client’s immediate response was to repair the leak by placing a cast around the pipe, to avoid further damage. Unfortunately, the cast did not hold and collapsed again 7 days later, mainly due to heavy rains.
Working with both the PE investor and the CEO of the water company, Gong developed a crisis communications strategy. The company needed to communicate clearly that it was the old infrastructure that had been underinvested by the government that had failed. The PE investor needed to keep the government on-side. With this nuanced brief, we developed media materials and talking points and encouraged clear regular media engagement to get the message out pro-actively. Following the eye of the crisis storm Gong developed recommendations for a longer-term communications strategy and plan.