Increasing Customer Engagement and Protecting Your Brand with a Crisis Communications Team

When six tornadoes, heavy winds and lightning caused more than 250 separate outages across the Ottawa region on Sept. 21, 2018, more than half of Hydro Ottawa’s customers were left without power. Thanks to its comprehensive Crisis Communications Plan, however, the utility was prepared and able to act quickly to send out consistent, accurate messaging to all of its stakeholders. By identifying team members responsible for internal and external communications during a business disruption, their roles and responsibilities, and the team’s connection with other Hydro Ottawa business continuity plans, the Crisis Communications Team provides the resources, guidance, authorization and decision-making support to enable the company to meet the ever-increasing expectations of its customers.

Attend this webinar to learn how Hydro Ottawa formulated its Crisis Communications Plan & Team and see how the team jumped into action to serve customers during the four-day outage event in 2018, resulting in high customer engagement and trust. Hydro Ottawa took home Chartwell’s 2019 Gold Award in Outage Communications among midsize utilities for its efforts.


  • Daniel Séguin – Manager, Media & Public Affairs, Hydro Ottawa Limited

As Manager, Media & Public Affairs, Dan embraces both web and social technologies, to lead the development and implementation of all strategies and programs to engage and inform Hydro Ottawa’s key stakeholder audiences, including the media, key influencers, shareholder and all external stakeholders. Throughout his career, he has managed, prepared and implemented strategic communications initiatives; provided advice to senior executive teams and government officials; managed large-scale campaigns, led numerous brand positioning strategies related to consumer touchpoints and brand awareness. Perceptive and forward-thinking, Dan has been called upon to quickly analyze communications issues and provide advice, identify issues, and possible outcomes.

*To view this webinar, please login using your Chartwell credentials and click the "View Resource" button. If you do not have login credentials, click here to connect with Tim Herrick about Chartwell Membership.