Document planning primer

Observations about Audience

Initial
- Cindy Verschoor: The report is addressed to her She will receive the report first. (She is the
person who receive the report first since she directly contact our company.) Formatted: Font color: Light Blue

Primary
- Cindy Verschoor: The report is addressed to her
- BC Hydro Executive Team: They will review the report and make the decision.

Secondary
-BC Hydro Board of directors
-Other BC hydro staff
-BC’s Human Rights Tribunal
- Citizens for Safe Technology: They filed a complaint against BC Hydro and who might have
access to the report

Decision Makers
- BC Hydro Executive Team (I’m not surely for this)

Gatekeepers:
- Cindy Verschoor: If she is not satisfied with this report, she will stop it from being read by
other people in BC Hydro.

Watchdog:
- Board of directors: They can influence the decision-making process.

Other Possible Audiences:

 BC citizens Smart Meter Manufacturer: Secondary, external and watchdog.
 Municipalities: Secondary, external and observer.

Assumed Resistance Level

Cindy Verschoor
 Before message is written: Little to none, because she expects this report.
 To the message itself: Neural to friendly
 If the report is well supported by research, her resistance will be low.
 If recommendations are not cost-effective, her resistance will be high.

BC Hydro Staff
 Neutral to Low, because they are not directly related to the report. However, if our
recommendations affect the implementation process of the SMI program, However,
tThey will have some resistance if because their current workload may b increases due to
our recommendations.e affected.

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BC Hydro Executive team
- Neutral to Low, if the report is supportive and cost-effective, it will help BC Hydro solve the
issues, so they will be receptive to the report.
-
BC Hydro Board of directors:
- Neutral to high: our recommendations might create an increase in their costs, which would not
be a preferable situation to them.

BC Citizens for Safe Technology (if they come upon the report)
- Before message is written: High resistance, resistant to changing the meters because of many
issues such as monthly billing increase, health risks.
- To the message itself: High to neutral, if they feel the report is supportive and feasible, the
negative perception might decrease.(High?)
- (Neutral) If they feel the report is generalized, they might stand in neutral to think about it.

Possible Reader’s Emotions

Cindy Verschoor
 Highly concerned, because she knows the seriousness of the situation.
 Cautious, because (since) other BC Hydro stuff willstuff will review the report, her
professional image and opinions will be affected by this report.

- BC Hydro Executive team and BC Hydro Board of Directors

 Worried, because the Citizens for Safe Technology filed a complaint against BC Hydro,
so there is a pressure to find a resolution.

- Elated, if our report can help with addressing the public’s negative perceptions around the
SMI program.

BC Hydro Staff
- Cautions, whether the report will cause changes or extra workload.

Likely Organization based on resistance:

 Using direct approach when stating the facts and developing arguments, the audiences are
carious about why citizens perceive SMI negatively and what can be done to address
these concerns.
 Using indirect approach when recommendations are presented. We want to persuade the
BC Hydro executive team to accept our recommendations.

Audience Assumptions

Cindy Verschoor
- Familiar with many aspects around smart meters and she is worried about that this issue will
cause more distress for BC Hydro. If no feasible recommendations are created and the

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 evidences provided only further the issue, then BC Hydro’s public image may be affected
and further discords will follow.
-
BC Hydro Executive Team and Board of Directors:
Might be concerned about the increase in costs, but they can be convinced with actual
benefits. They may not be involved with daily operations, so they may not familiar with
every detail of SMI. (Since they may not be involved with daily operations, they are
unfamiliar to the detail of SMI)
BC Hydro Staff
- May not be familiar with all aspects around the SMI program.

Audience Specific Needs and Concerns

Cindy Verschoor, BC Hydro Executive Team and Board of Directors.
- Specific needs: applicable, immediate and cost-effective recommendations.
Concerns: If no feasible recommendations are created and the evidences provided only
further the issue, then BC Hydro’s public image may be affected and further discords will
follow.
The report will not address some of their customers’ complaints.
BC Hydro Stuff:
Concerns: Workload increase due to our recommendations. They may be worried about whether
the recommendation will increase their workload due to possible changes on the implementation
of the SMI. (I think we can keep this sentence)
Citizens
- Specific needs: safety, cost-efficiency
- Concerns: health risks, security concerns

Audience’s knowledge deficits

Cindy Verschoor
- Might not be familiar with health related facts or issues and the enough might not have past
experiences dealing with public concerns issues.
BC Hydro Executive team and Other BC Hydro Staff
They are not familiar with every details related to the SMI program

Observations about Purpose

Neutral News
 Informative: BC citizens’ concerns about the SMI and the their causes will be discussed.
Practices addressing similar issues by other firms within the industry will be presented as
well. So Thus the direct approach will be used to clarify the issues. .
 Persuasive: A feasible rRecommendations will be created based on the collected
information and analysis. Pros and cons and other potential risks of the recommendations
will be objectively listed, and the indirect approach will be used to convince the
audiences to accept our recommendations.
 Goodwill: Recommendations are tailoring to audiences’ needs and they will affect our
reputation and the relationship with BC Hydro.

Specific objectives:

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 This report will present the potential health risks and the security issues from using the
smart meters and discuss how other provinces and countries addressed such issues. Based
on the information we provided, arguments will be developed to support our
recommendations.
- This report will provide feasible and cost-effective recommendation to address citizens’
concern caused by smart meters.
-

Observations about Complex Environmental Factors

Report Format: Simple and low context for analyzing citizens’ concerns. High context for
demonstrating evidences to address the healthy impacts and security issues.
Environmental Factors:
-Perception: citizens may have bias on the program due to the possible rumor about the SMI.
- Risk:
- Legal issues and policies: Does the mandatory installation violate the BC policies and human
rights acts if BC Hydro cannot address citizen’s concerns?.
-Timing / Deadlines: There is time-pressure because SMI Iinstallation is still on progress and but
a compliant has been filed.
-History: The similar issues have not been addressed in BC, because the smart meters are new
introduced technology.

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Journalistic Questions

Who…
 Who does the SMI program affect? Who are currently most affected by this issue?
 Who else are concerned about the mandatory installation of the new smart meters?
 Who are the stakeholders in this scenario?
 Who can get benefits from the SMI program?
 Who oversee the implementation of the SMI program?
 Who have political power to influence the decision-making process?
 Who will be the implementer of our recommendations?
 Who support the SMI program?
 Who will pay for the cost if a change needs to be made, citizens or BC Hydro?
 Who has dealt the similar issues before in the same industry?

What…
• What are the costs (financial or human) of the installation of SMI for BC Hydro?
• What citizens group is most resistant to SMI? (It seems not related.)
• What is the possible focus onof the Citizen for Safe Technology’s complaint?
• What are the risks or backlash of the SMI?
• What are the financial impacts of the SMI program to BC Hydro?
• What legal and political issues need to be considered?
• What are other provinces doing to mitigate the negative effects brought by smart meters?
• What are the government’s opinions about the SMI?
What is at stake for us?
What are the barriers which we need to overcome within the BC Hydro and the industry?
What are the prospective consequences if the issue is not properly addressed?
What are other factors that cause negative perceptions on smart meters by citizens?

When…
• When was the SMI program first introduced to the public?
• When possibly will the Citizen for Safe Technology file further complaint after they
narrow down their focus
• When will we see the consequence of our recommendation?
• When did citizens start to complain about the SMI, before or after the installation?
When will the BC Hydro publish their solutions to address public’s concerns?

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 When will the BC Human Rights Tribunal start to sue BC Hydro? (not sure whether we
should leave this question here, it’s only saying they are filing a complaint, not into a legal
lawsuit)

Where…
• Where can citizens get more information regarding the SMI program?
• Where can citizens get help with their Smart Meters?
• Where can we get BC Hydro’s and government’s policies? (Do policy relate to consumer?
I do not think so. )
• Where can we get the benchmark for successfully solving the issue?
• Where else is this issue happening?

Why…
• Why are the previous meter systems insufficient?
• Why did BC Hydro implement Smart Meters?
• Why do citizens have concerns and complaints?
• Why did government prove the mandatory implantation of the SMI?
Why did not BC Hydro consider these issues before?

How…
• How do people react to the SMI program?
How will citizens react to BC Hydro’s resolutions (based on our recommendations) after
they are delivered to the public?
• How will Smart Meters make a difference comparing to other meter technologies?
• -
• How are citizens affected by the Smart Meters?
• How can BC Hydro address the negative perceptions from the public around Smart
Meters?
• How are other provinces dealing with concerns from their citizens?
How are other provinces dealing with the SMI programs?
•
• How will our recommendation be perceived by citizens and BC Hydro?
How will the changes of SMI, if any, be implemented?
How will our environment factors (BC energy industry and government involved) affect
us?
How do we balance BC Hydro’s interest and citizens ’interest?