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Reach Out and Poke Someone

Reach Out and Poke Someone

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Reach Out and Poke Someone

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Presentation Transcript

  1. Reach Out and Poke Someone Utility Communication Goes Social Kevin Winslow Communication Specialist Idaho Power Company

  2. Social: Where We’re At

  3. Who’s Listening: Our Demos • Our Facebook fans

  4. Who’s Listening: Our Demos • Twitter: Exactly who we want to be listening • Regulators: ex. IPUC • Policy makers: ex. Gov. C.L. “Butch” Otter • News media: newspaper, TV, radio service-area wide • Our customers: still not enough, takes large outages

  5. Who’s Talking: By Platform

  6. Are They Hearing Us? Depends

  7. Perception: Customers • Mad Props (as the kids say):

  8. The Media – Before Social The Real Story? No car into pole. Gravel truck took down wires. Power restored in 45 minutes.

  9. The Media – After Social

  10. They Listen, and We Listen, Too • Complaints don’t fall on deaf ears 946 Followers

  11. Connecting with Your Customers

  12. The End Goal • Our story, our way: • not the customers’ slant • not the media’s slant • our story • Answer questions, address complaints, reward praise • Report accurate, timely outage info • Make a genuine connection with our customers • Keep the drumbeat going: • keep their attention, keep them engaged • have our channels ready for when we really need them

  13. Thanks for Having Me • Questions? • Comments?