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Reach Out and Poke Someone. Utility Communication Goes Social. Kevin Winslow Communication Specialist Idaho Power Company. Social: Where We’re At. Who’s Listening: Our Demos. Our Facebook fans. Who’s Listening: Our Demos. Twitter: Exactly who we want to be listening Regulators: ex. IPUC

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Reach Out and Poke Someone

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Reach out and poke someone

Reach Out and Poke Someone

Utility Communication Goes Social

Kevin Winslow

Communication Specialist

Idaho Power Company

Social where we re at

Social: Where We’re At

Who s listening our demos

Who’s Listening: Our Demos

  • Our Facebook fans

Who s listening our demos1

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

Who s talking by platform

Who’s Talking: By Platform

Are they hearing us depends

Are They Hearing Us? Depends

Perception customers

Perception: Customers

  • Mad Props (as the kids say):

The media before social

The Media – Before Social

The Real Story?

No car into pole.

Gravel truck took down wires.

Power restored in 45 minutes.

The media after social

The Media – After Social

They listen and we listen too

They Listen, and We Listen, Too

  • Complaints don’t fall on deaf ears


Connecting with your customers

Connecting with Your Customers

The end goal

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

Thanks for having me

Thanks for Having Me

  • Questions?

  • Comments?

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