Following completion of Chapter 13, students should be able to:

1. Describe the difference between public relations, media relations, and political relations.
2. Implement a Public Education Program (PEP).
3. Develop a media guide for their utility.
4. Practice being interviewed by having a colleague take the role of reporter.
5. Write a list of actions they can take to improve communications with key political figures in the community.
6. Deal effectively with customer inquiries and complaints.

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