Social Media - A Hero from the Flood
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Transcript of Social Media - A Hero from the Flood
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SOCIAL MEDIAA Hero From the Flood and a
Call Center’s Best Friend
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May 1-3, 2010
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Our Noah’s Ark
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Web 2.0 Defined
Web 2.0: the Internet as a communicationtool, not just a source of information
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On the Go
• This Just In…Twitter has experienced a 347% jump since a year ago in people accessing their site via mobile browser
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Simply Put…
• Social media is a tool to help businesses engage with customers
• New outlets do not replace existing channels of communication
• Social media is customer service
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About NES
• One of the 12 largest public electric utilities in the nation
• Buy power from the Tennessee Valley Authority
• Serve more than 357,000 customers within a 700 square mile area
• Revenues of $1 billion each year
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NES on Twitter
• Launched http://twitter.com/nespower in March 2009
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NES on Twitter
• Who is following us?– Residents– Businesses and non-profit organizations– Other electric utilities across the country– Media outlets/news reporters– Energy consultants– Green/environmental organizations
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NES on Twitter
• What are we posting about?– Power outage updates– Conservation tips– Promoting NES programs/activities– Directing people to the NES website– Linking to new “how to” videos– General NES news– Answering questions on the NES Twitter feed
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NES on Facebook
• Launched “Edison’s Conservation Corner”in March 2009 – Went live with www.facebook.com/NESpower
one month later in April– NES currently has over 730 fans
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NES on Facebook
• Who are our fans?
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NES on Facebook
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NES on YouTube
• Launched YouTube channel in June 2009 www.youtube.com/user/NashvilleElectric
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The Rains Came Down
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The Flood Came Up
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NES Flood Damage
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Handling the Workload
• Met with department heads every morning• Created daily summary and talking points• Updated website and social media channels• Answered direct tweets/posts• Responded to media calls/interviews• Took turns monitoring Twitter & Facebook• Signed off every night around 9 p.m.
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Handling the Workload
• Lots of Chatter
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Handling the Workload
• Support in Unlikely Places
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Handling the Workload
• Did Social Media Pay Off?– Impact on call center volume– Quality of conversations online– First contact resolution– Happy customers– No rampant rumors or hysteria
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Traditional Channels
• Other Communication Efforts– Daily news conferences with Mayor and other
city officials– Community meetings in hardest hit areas– “We Are Here to Help” print and online ads– Flyers and door hangers for flood victims
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NES on Twitter
• High Bill Complaints
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NES on Twitter
• NES Call Center Problems
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NES Online
• Energy Efficiency
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NES on Facebook
• Customer Interactions
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Measuring Results
• Return on Interaction– Monthly Status Reports
• Who interacted?• What was discussed/shared?• Where were the conversations happening?• When did the results happen?• Why were customers engaging?• How much of an impact did it have?
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Measuring Results
• Posts from some of our followers:– AuntBShut up! Not only can I pay my power bill
online in a pleasant and easy manner, @NESpower has a twitter feed and thanked me. Cool.
– catalystrxn@auntb Well, that's pretty cool! I think @nespower's customer svc on twitter is surprising in a good way!
– mmasseur8@nespower it's cool to see a utility using Twitter. Are there others like you that get it?
– energythoughtsNES is certainly ahead of the curve.
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Laurie ParkerNashville Electric ServiceEmail: [email protected] site: www.nespower.comTwitter: http://twitter.com/nespowerFacebook: www.facebook.com/NESpowerYouTube: www.youtube.com/NashvilleElectric
Contact Info