Episode 1900: Crisis Without a Comms Collapse

2026-01-07

Stephen Carter and Shannon Phillips dive into Calgary's latest water main break and what it reveals about crisis communications, political leadership, and governing in an attention economy. They break down why "Mayor Jeromy's" response is actually working, and how tone and authenticity matter more than polish. What does good crisis communication look like when everyone is tuned out? How do you keep people conserving water without panic, spin, or scapegoating? And should Carter be allowed to name-and-shame entire neighbourhoods while creeping on his new neighbours' dog-walking habits? Zain Velji isn't here and that means it's Annalise Klingbeil picking the questions and keeping everybody in line!

Remember that you can write Corey Hogan (no postage required!) at:

Corey Hogan
House of Commons
Ottawa, ON
K1A 0A6

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Transcript

Annalise 0:02
Welcome to the strategist episode 1900 with you for the first time in the history of the strategist me Annalise Klingbeil your host and we've got Stephen Carter and Shannon Phillips 1900. This is a good evening.
Annalise 0:20
Things have happened. This
Annalise 0:22
This is big on many levels Stephen Carter. starter well
Carter 0:25
normally we try and uh you know put the boys in but uh it turns out we're useless so one
Annalise 0:31
one second and you're already talking about gender look at you what
Carter 0:37
just be it's politics that's what we talked about can't
Annalise 0:40
can't we just be shannon phillips and annalise clingfield no
Carter 0:45
no no this is a monumental moment for the strategists a time we didn't think would whatever happened with the bro culture that has been the strategist up to this point. So the boy
Annalise 0:57
outnumbered. There are two of us here, Shannon.
Shannon 1:01
Can I shout out some listeners? Because we're going off script of the strategist.
Annalise 1:05
strategist. You can do whatever you want. For episode 1900. Zane's not here. Do
Annalise 1:09
it. No, we don't. Name them. Talk about how great they are. I
Shannon 1:12
I want to name some listeners. And that's Vicky and Max who just bought the Stones Throw Cafe in the Crow's Nest Pass in Blairmore. They're listeners. I couldn't believe it.
Shannon 1:21
I was driving through the Crow's Nest Pass the other day, and
Shannon 1:23
and they came up and said, you know, they listen in spite of Carter.
Shannon 1:30
They're still avid listeners, you know, even though he's still here. You've
Annalise 1:34
You've got fans across
Shannon 1:35
across the province, Stephen Carter.
Shannon 1:37
Carter. But if you're stopping in, you need a cup of coffee, stop in the Stone's Throw Cafe. Well,
Shannon 1:42
Well, I was helping Corey buy
Carter 1:44
buy some ski boots today because he's going to start doing outdoor things now that his kids are back. a whole new person yeah and
Carter 1:51
and in walks an avid listener of
Carter 1:54
of the podcast so now
Carter 1:56
now we know there's at least three they're
Carter 1:58
everywhere that's pretty significant yeah you're
Annalise 2:01
you're yeah and they're all outdoorsy they like the mountains exactly
Annalise 2:04
all of them but cory hogan he's actually going to take up skiing carter he
Carter 2:08
he is taking up skiing his his eldest is uh is taking lessons and cory has has decided that this is an opportunity to renew his athleticism.
Carter 2:18
So I'm pretty excited about it. Okay.
Annalise 2:21
Okay. Good luck. You're going to teach him? He can do it. I'm going to do
Carter 2:23
do some teaching. I have faith in him. Yeah. I'm going to take him and do some teaching, teach him how to ski proper.
Carter 2:29
Good. We got him some boots that were way out of his league. So they're really good. It's a sign of
Shannon 2:35
to grow into his gear. A sign of things to come. You shouldn't get gear that's too far ahead of you. You shouldn't take Stephen Carter
Carter 2:42
Carter to buy gear with you.
Annalise 2:43
you. It's the best.
Carter 2:46
best. What, you want to go and buy gear with Corey Hogan?
Annalise 2:49
Hogan? No, no, but I hope
Annalise 2:52
he has no broken bones when the season is all said
Annalise 2:56
said and done with.
Carter 2:58
Yeah. What could possibly go wrong? Exactly.
Carter 3:01
I'll be there to take care of him. It's like the podcast. I'm always there to take care of whoever's on the podcast with me. That's
Carter 3:06
That's what we're all about here. Well,
Shannon 3:08
Well, if the predictions about Corey's safety are anything like Carter's predictions on this podcast, I am, in fact, afraid for
Carter 3:16
and his future. You're buying into the lore.
Carter 3:20
My predictions are just fine, thank you very much. I do a very good job with my predictions. Go back, listen to the tape, write them down,
Carter 3:28
write it down on your calendar, okay? Stephen Carter said today, Jeb Bush is the guy. Generally speaking, if you were betting them, you'd do just fine.
Shannon 3:38
steven carter i just did today i listened to your uh uh holiday spectacular from last year oh and i i gasped aloud at the wrongness carter i
Carter 3:50
i had a physical reaction to
Shannon 3:55
anyway we'll leave it
Carter 3:56
now was that part of today is not the holiday
Carter 3:58
was that part of the bit or was that just that
Carter 4:01
that was just you
Annalise 4:02
you being wrong which is the No, I think it happens a lot, which we're going to, guys, things are happening in Calgary.
Annalise 4:11
We're going to talk about water mains today, which might sound boring, but stay tuned because there's different angles. There's like some comms, there's some crisis, there's some strategy, there's lots to pick at here. Shannon,
Carter 4:25
Shannon, I want to just jump in here and say why we're talking about the water main break. Yeah, of course. It's because Annalise lives like five blocks from the water main break. This is not why. And she's been inconvenienced and had to drive like 40 minutes to go to COP tonight. No, that is not why. So that's why we're talking about the water main.
Annalise 4:42
That's why we're talking about it. Shannon, the reason we're talking about this is it's affecting 1.6 million people in Calgary. And also, I've been super tuned out over the holidays, but not to water. Did you know that the
Carter 4:53
the United States invaded Venezuela?
Carter 4:55
Venezuela? Yes. Okay. Do
Annalise 4:57
Do you want to talk about that first?
Carter 4:58
No, no. We might as well wait for Greenland. Then we can do them together. Yeah. Well,
Annalise 5:02
Well, Carter did suggest we talk about Rebecca Schultz resigning. And then, well, he told me that he said, exactly. He forgot that, Shannon. He
Annalise 5:10
from the episode in which
Shannon 5:12
which you did that. back
Shannon 5:13
back to the water main break yeah i really need us all to focus on the water main break and the real villain here is of course uh the federal government uh and it's important that everyone um take their complaints about the water main break your your commute to cop analyze the whole thing the boil water that has now been lifted all of the problems and i need you to write to to cory.hogan at parl.gc.ca and phone number 403-410
Shannon 5:40
-410-2121. That is the constituency office. That is where you take your complaints. That is the buck stops. It does. That's fantastic. With the EMP for Calgary Confederation. I also have
Shannon 5:52
Ottawa office and a mailing address for later
Annalise 5:54
later on in the episode, if you like.
Annalise 5:56
later. Yeah, no, Corey. Okay.
Annalise 5:58
Okay. Okay, just for those people outside of Calgary who are listening, the
Annalise 6:04
the Bears Paws South feeder man is kind of the official name. It broke for the second time in a year and a half, December
Annalise 6:11
December 30th, 2025. I would argue, Carter, like a more dramatic visual break this time than last time people had to be rescued from cars. Last time it was like five blocks from my house, And I went with my child who loves infrastructure
Annalise 6:28
infrastructure and we watched it. You can't do that this time. It's like on the highway.
Annalise 6:32
People needed to be rescued. It was bad. December 30th.
Annalise 6:37
And second time, as I said, in a year and a half. And it's a critical pipe. It's like 60% of Calgary's water comes from this pipe. And there's interesting contrast here because last time when it happened, we had a different mayor. We had a different council. So we've also learned things from last time. And we have a mayor who less
Annalise 6:56
less than three months, less than 100 days on the job. Let's start with that. And I'll start with you, Stephen Carter. How do you think Mayor Farkas is handling this?
Annalise 7:08
What are we, six days a week, a week, a week in? How is he doing?
Carter 7:13
I think he's doing just fine. I think the problem is that people don't pay attention, right? And they don't pay attention at the best of times, and they certainly don't pay attention when it comes to the
Carter 7:25
the middle of the winter and the water main breaking just before New Year's Eve. There's just so many different things that are dragging at their attention. so i've been surprised at actually how well he has done in
Carter 7:41
in getting the messages around conservation and trying to reduce water usage out at a period of time when i just don't think that people are paying attention we're not around the water cooler yet i mean that that happened yesterday and today yeah
Carter 7:54
yeah when we got back to work um ironically uh those days have both been in the red and the day that we were in the green was like the saturday um after the after the watering break but nonetheless i think that we have a uh a mayor who's trying to communicate i'm i'm fascinated by some of the choices he's made identifying himself as mayor jeremy um in the videos uh using apparently what can only be described as shaky cam um to record himself or to have have his staffer record him i'm not sure how he's choosing to do it but it it it looks real it looks real very very real almost too real um and mayor jeremy is of course uh something of a self-gloss that you're kind of wondering you know should he be that informal um you know jeremy
Carter 8:48
we haven't we didn't until we had nahed nenshi we
Carter 8:51
we had had first syllable one syllable names names uh for mayor for like Dave Ralph
Carter 9:01
know and then now we're all of a sudden up to to Jeremy I mean we're doing three three full syllables um I think he's done well I think I think overall he's done well I'd be interested to see what other people think though Shannon
Annalise 9:13
Shannon what and I'll poke at some of the things you said Carter but Shannon let's get you in here what's from from your position from afar how how do you think he's doing so far well
Shannon 9:24
well I think You have to be strong in the first response to a crisis in the phase one. And I would argue that phase one actually moved really fast for the city of Calgary on this, because you've seen this movie before. So in the immediate response, though, in phase one, you have to be strong. And whatever strength looks like, it has to be authentic to you. And that's why this is working for him. because
Shannon 9:48
because he is he's communicating authentically but he is also uh communicating often enough uh
Shannon 9:56
uh often enough to maintain uh the the strength and the control over the situation now

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