Crocker, T. D. / Sources of good relations with the public
Sources of good relations with the public, pp. 1-8 ff. PDF (1.2 MB)
SOURCES OF GOOD RELATIONS WITH THE PUBLIC (Note: Mr. Crocker's address delivered at the Annual Convention was very well received by the Executives and heads of departments present. The Executive Committee felt that the message should be passed on to every employee and official 'in a position of re- sponsibility, in charge of subordinates, in any department of our operating organizations.) Those of us in the public utility business hear much these days of the term "Public Relations". To most of us this phrase sig- nifies eternal vigilance to earn the confidence of the public whom we serve. Good relations with the public is now recognized as one of the most essential parts of public utility operation. I shall discuss some phases of the handling of the problem which may present some new angles. To analyze better the sources from which good-or bad-relations with the public originate, let us reduce the complex whole, namely the indefinite term "Public", to a simple equation, and consider one element of the public, an individual, and let us assume that he is a prospective consumer and follow his experiences and reactions in his contact with a utility. Our business is fundamentally monopols- tic. Monopoly means one source of supply. The user of the commodity which we sell- gas, street railway transportation, or elec- tricity-must come to us for service. Now, the ordinary American citizen dislikes to be compelled to do anything, so our prospective 1.
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