Potent Social Media strategies for Utility companies
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Transcript of Potent Social Media strategies for Utility companies
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A collaboration of:
Potent Social Media Strategies for Brand and Customer Loyalty
Tom RafteryRedMonk
Tuesday 20 September 11
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Tom Raftery
• Lead analyst, energy and sustainability practice, RedMonk
• GreenMonk.net
• twitter.com/tomraftery
• +34 677 695 468
• SlideShare.net/TomRaftery
2
Tuesday 20 September 11
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Who are you?
3
Photo http://www.flickr.com/photos/warmestregards/2789694551/
Tuesday 20 September 11Work for a utility?
Co. that uses Social Media internally/externally?
FaceBook? YouTube? Twitter?
Block them?
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Power of Social Media?
4
Photo http://www.google.com/hostednews/afp/article/ALeqM5iWq3vSDxhfRBUycN8lnup8PjiLGw?docId=CNG.4738bb3bfe08893b892ccf69563ecc85.3d1&index=0
Tuesday 20 September 11President of Egypt from 1981-2011
Ousted in an uprising which would not have been possible without social media
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Social Media
5
Video http://www.youtube.com/watch?v=fpMZbT1tx2o
Tuesday 20 September 11
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Challenges
6
Tuesday 20 September 11
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Aging Workforce
7
Photo http://www.flickr.com/photos/gagilas/3501432476/
Tuesday 20 September 11 In the U.S. energy sector, more than a third of the workforce already is over 50 years old - http://hbr.org/2008/02/managing-demographic-risk/ar/1
U.S. Bureau of Labor Statistics: In the US approx 30-40% of the work force in the electric utility sector will retire in the next 10 years
And aging infrastructure
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Image
8
Photo http://www.flickr.com/photos/photofarmer/3303387519/
Tuesday 20 September 11At best, boring
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Image
9
Photo http://www.flickr.com/photos/undertow851/5964155985/
Tuesday 20 September 11Sometimes, not trustworthy
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Increasing Demands
10
Images http://www.paulchefurka.ca/EnergyGap.html
Tuesday 20 September 11Increasing demand for dwindling energy sources
EIA: world energy use to increase 53% by 2035; China and India account for half of growth
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Increasing Demands
11
Photo http://www.flickr.com/photos/jeremybrooks/2473047860/
Tuesday 20 September 11Also other demands - - Customer service - Reduced environmental impact - Energy consumption information
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Social Media
12
Tuesday 20 September 11
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Aging Workforce - Recruitment
13
http://www.linkedin.com/groups?home=&gid=67258&trk=anet_ug_hm
Tuesday 20 September 11Generate a presence where the experts are -
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Aging Workforce - Retention
14
Photo http://www.flickr.com/photos/stephanridgway/4110712532/
Tuesday 20 September 11David Legge of FortisBC - guy walking out of interview - prob apocryphal but...
Rotary dial phone - padlock on the dial
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Image
15
http://www.youtube.com/watch?v=owGykVbfgUE
Tuesday 20 September 11Old spice sales up 100% in month that followed
Still up 50% a year later (with help from coupons) http://adage.com/article/viral-video-charts/spice-killing-youtube-sales/229080/
This ad alone has had 35m views (how many for playlist?)
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Image
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http://www.youtube.com/watch?v=owGykVbfgUE
Tuesday 20 September 11Sales up 100% in month
Up 50% a year later (with help from coupons) http://adage.com/article/viral-video-charts/spice-killing-youtube-sales/229080/
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Internal Communications
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Tuesday 20 September 11
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Aging Workforce - Knowledge
18
Photo http://www.flickr.com/photos/dabhaid/314923760/
Tuesday 20 September 11 In the U.S. energy sector, more than a third of the workforce already is over 50 years old - http://hbr.org/2008/02/managing-demographic-risk/ar/1
In the US only approximately 30-40% of the work force in the electric utility sector will retire in the next 10 years - U.S. Bureau of Labor Statistics.
Social Media for Knowledge managementCompany blogs / Wikis / Co. video
Raise hands if your co has an internal knowledge mgmnt program
Keep hands up if co has knowledge sharing KPI’s?
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Internal communications
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http://www.Dilbert.com
Tuesday 20 September 11Done right - SM is good for employee morale (retention)And knowledge management
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Internal communications
20
Internal IBM blog
Tuesday 20 September 11Knowledge sharing - you as blogger become acknowledged expert
Rated by peers
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Internal communications
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Internal IBM blog
Tuesday 20 September 11IBM has 18k internal blogs - running blog program 8 yrs
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Internal communications
22
http://en.wikipedia.org/wiki/SAP_AG
Tuesday 20 September 11Wikipedia - Election of Benedict story
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Internal communications
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http://pbworks.com/
Tuesday 20 September 11It@cork meeting minutes
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Internal communications
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http://www.socialtext.com/
Tuesday 20 September 11Hosted
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Internal communications
25
http://www.mindtouch.com/
Tuesday 20 September 11
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Internal communications
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http://www.youtube.com/watch?v=cRdxXPV9GNQ
Tuesday 20 September 11Video blogs - rich mediumSome find it easier to talk than to write
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Internal communications
27
https://www.chatter.com/
Tuesday 20 September 11SalesForce’s Chatter now deployed by over 100,000 co.’s worldwide
Free private social network for your co.
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Internal communications
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http://www.huddle.com/
Tuesday 20 September 11Internal AND External
Project management
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Internal communications
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http://www.sapstreamwork.com
Tuesday 20 September 11Internal AND External
Project management
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Internal communications
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http://rypple.com/
Tuesday 20 September 11Performance management
Watch a couple of the Rypple videos!
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Internal communications
31
https://docs.google.com/
Tuesday 20 September 112 ppl working on a spreadsheet remotelyIn a browserAnd chatting
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Customer Service
32
Tuesday 20 September 11
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Customer Service
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http://bit.ly/KLM-Ash
Tuesday 20 September 11KLM and the Ashcloud120 people in shifts for 7 days on FB & TwitterNow has 23 strong social media dept
“customer service agents in the social media dept are 75% more productive than those in call centres”
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Customer Service
34
http://www.bge.com/Pages/default.aspx
Tuesday 20 September 1125 videos on Irene - 9 on preparation, 16 on power restoration
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Customer Service
35
http://www.youtube.com/user/BaltimoreGasElectric#g/c/F403154CEA64F176
Tuesday 20 September 1125 videos on Irene - 9 on preparation, 16 on power restoration
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Customer Service
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http://twitter.com/#!/mybge
Tuesday 20 September 11% customers restoredReplying to queries“DM your address and we ...”4040 followers
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Customer Service
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http://www.facebook.com/myBGE?sk=wall
Tuesday 20 September 11Restoration updatesReplying to customers5841 likes
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Customer Service
38
http://www.facebook.com/myBGE?sk=wall
Tuesday 20 September 11158 Photos tagged Irene
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Customer Service
39
http://www.youtube.com/user/BaltimoreGasElectric#g/p
Tuesday 20 September 11Playlists for Safety, Smart energy, conservation, news coverage, community programs
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Customer Service
40
http://www.youtube.com/user/DomCorpComm
Tuesday 20 September 11Check out number of views!
Provide info & ppl will stop calling call center & go to SM sites
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Customer Service
41
http://www.youtube.com/user/DomCorpComm
Tuesday 20 September 11Check out number of followers & tweets
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Customer Service
42
http://www.youtube.com/watch?v=d0D9kEuqfb0
Tuesday 20 September 11picked up & run by local mediaEnsure every truckroll has a smartphone...
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Customer Service - Crowdsourcing
43
http://www.ideastorm.com/
Tuesday 20 September 11Social customer service - crowdsourcing ideas/feedback
The Dell Community has:• Contributed 16,076 ideas• Promoted 746,441 times• Posted 93,195 comments
Dell has:• Implemented 467 ideas
Starbucks also
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Customer Service
44
http://getsatisfaction.com/
Tuesday 20 September 11Social customer service - crowdsourcing ideas/feedback
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Analytics
45
Tuesday 20 September 11
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Analytics
46
http://www.youtube.com/watch?v=InrOvEE2v38
Tuesday 20 September 11
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Analytics
47
http://www.radian6.com/
Tuesday 20 September 11Recently bought by SalesForce for $340m
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Analytics
48
http://www-03.ibm.com/press/us/en/pressrelease/34087.wss
Tuesday 20 September 11IBM now in social media analytics as well
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Analytics
49
http://www.omniture.com/en/products/social/social_analytics
Tuesday 20 September 11Adobe acquired Omniture for roughly $1.8 billion
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Analytics
50
http://www.omniture.com/en/products/social/social_analytics
Tuesday 20 September 11SAS Social Media analytics app
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Energy Management
51
Tuesday 20 September 11
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Energy Management
52
http://www.oracle.com/us/industries/utilities/turning-information-power-195649.pdf
Tuesday 20 September 1195% are interested in receiving detailed information on their energy use
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Energy Management
53
http://www.meregio.de/en/index.php?page=index
Tuesday 20 September 11Minimum Emission Region - MeRegio - Baden-Württemberg
Research project involving SAP Research & 5 partners
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MTKD
54
http://www.flickr.com/photos/collinanderson/2696845391/
Tuesday 20 September 11Mean Time to Kitchen Drawer
aka MTJD
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Energy Management
55
SAP Smart Meter Analytics
Tuesday 20 September 11SAP Smart Meter Analytics
Centrica demo at Sapphire - largest SAP customer ! - 18m residential customers! - 1m businessGoing from 75 million meter reads per annum to 120 billion meter reads a year
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Energy Management
56
SAP Smart Meter Analytics
Tuesday 20 September 11SAP Smart Meter Analytics
Centrica demo at Sapphire - largest SAP customer ! - 18m residential customers! - 1m businessGoing from 75 million meter reads per annum to 120 billion meter reads a year
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Energy Management
57
http://foursquare.com
Tuesday 20 September 11
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Energy Management
58
http://foursquare.com
Tuesday 20 September 11iPhone app Awards - MayorPointsLeaderboard
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Energy Management
59
http://foursquare.com
Tuesday 20 September 11Achievement badges
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Energy Management - What-if?
60
http://www.meregio.de/en/index.php?page=index
Tuesday 20 September 11
With increased information and ‘fun factor’ - people become more engaged -> the MTKD is prolonged
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Energy Management - What-if?
61
http://www.meregio.de/en/index.php?page=index
What-if Energy apps had:
•Ability to share to Facebook, Twitter, Google+, etc
•Leaderboards?
•Achievement badges?
•Targets and scores?
Tuesday 20 September 11
With increased information and ‘fun factor’ - people become more engaged -> the MTKD is prolonged
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Challenges?
62
Tuesday 20 September 11
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Challenges
63
Tuesday 20 September 11Capture knowledge before people retireAttract high quality new hiresHow many times have you heard ppl say - “You work for XYZ utility - wow, that’s soooooo cool”?KPI’s for quantity & quality of knowledge shared
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Thanks!
64
Tuesday 20 September 11
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Mind Map
65
Tuesday 20 September 11