http://gigaom.com/2013/01/29/using-a-tweet-to-get-the-power-back-on-faster/ Sat, 25 May 2013 11:50:09 +0000 hourly 1 http://wordpress.com/ http://gigaom.com/2013/01/29/using-a-tweet-to-get-the-power-back-on-faster/#comment-1305070 Tue, 29 Jan 2013 16:55:28 +0000 http://gigaom.com/?p=605288#comment-1305070 For we communicators who work outages, Facebook & Twitter have been a valuable addition to the toolbox. Twitter is normally used for one-way communications, while Facebook is more of an interactive process. Rather than being extra work, these avenues have been added to our traditional communications process (broadcast media, newspaper/web reporting, utility website, call center, etc.) with the intent of driving traffic to the utility’s website for more detailed information. We have found that the reach for our Facebook postings during outages can, in some cases, actually exceed the number of customers affected. Also, the use of mobile devices to access outage information is very high. Negative comments (as a percentage of the feedback) have been relatively low, but I think this is more of a result of an historical expectation of high quality customer service and timely responses to get electricity restored.

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