Energy Association of Pennsylvania 2016 Consumer Services Conference

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Presentation transcript:

Energy Association of Pennsylvania 2016 Consumer Services Conference Social Media and Emergency Response Energy Association of Pennsylvania 2016 Consumer Services Conference October 19, 2016 Good morning. It’s a pleasure to be here today to talk to you about social media and emergency response. Before I begin, I want to give you a quick overview of PECO and our social media program.

PECO Based in Philadelphia, PECO is an electric and natural gas utility subsidiary of Exelon Corporation. PECO is the largest electric and natural gas utility in Pennsylvania, serving approximately 1.6 million electric customers and more than 511,000 natural gas customers in southeastern Pennsylvania.

PECO Social Media Channels www.twitter.com/pecoconnect 7,695 followers www.facebook.com/pecoconnect 5,379 fans www.youtube.com/pecoconnect www.flickr.com/pecoconnect PECO officially launched its social media in 2013 with Twitter and Facebook. In 2014, YouTube and Flickr channels were launched as places to share multimedia promoting the company’s energy efficiency, safety and community initiatives. The only channels we use to engage directly with customers at this time are Twitter and Facebook.

PECO Social Media Content Emergency Response Blue Sky Customer Engagement Storms Outages Restoration Safety Community Safety tips Energy efficiency Industry trends Billing Service Outages Rates/Pricing Assistance Programs

Social Media & Emergency Response Organization

Social Media & Emergency Response Organization System Incident Commander Communications Officer Public Information Officer Social Media Emergency Response Manager Communications Support Customer Service Emergency Response Manager Governmental Emergency Response Manager Large Customer Services Emergency Response Manager All Operations Emergency Response Teams The System Incident Commander leads the entire ERO. Outlined here is the the part of the ERO that focuses on external stakeholders, including media, elected officials, 911 centers, critical customers, etc. Social media lives in the Communications arm of the ERO. We have an on-call rotation of eight social media emergency response managers. They report directly to the Public Information Officer. During an ERO activation, one social media ERM works per 12-hour shift (unless a second is needed due to volume).

Social Media Emergency Response Playbook Provided to all Social Media Emergency Response Managers Includes: Duty checklist Messaging matrix Hootsuite user guide Social Media Playbook We developed a social media playbook for all social media emergency response managers. The playbook provides process, procedures and sample messaging for various emergency events (winter storms, hurricanes, etc.). The messaging matrix offers guidelines for proactive messaging and customer response. It also includes a user manual for Hootsuite, which is the browser-based social media monitoring platform we use for emergency response.

Monitor, Engage, Escalate Provide Facebook and Twitter updates every 30 to 60 minutes Estimated restoration times (when available) Safety and community resources Images of storm damage, etc. Prioritize and escalate: Customer-reported safety issues Inquiries from media, elected officials and critical customers Monitor and report trending topics related to emergency response operation

Up-to-date Information

Facebook Advertising – PECO Alerts Winter Storm Jonas (2016) Two pre-storm Facebook ads (January 21-22) Results 48,000 customers reached 1,700+ customers registered for PECO Alerts PECO Alerts is the external name for our Customer Preference Center. PECO Alerts launched in November 2015. This is a tool available on PECO’s desktop and mobile websites. By setting their preferences here, customers can choose how they want to hear from PECO – text email or phone. Alerts are available for outages, billing, payment, energy usage, and general news and information. To date, more than 204,000 unique customers are registered for PECO Alerts. More than 111,000 are registered specifically for outage alerts.

24/7/365 Emergency Monitoring Switching gears …

24/7/365 Emergency Monitoring Launched August 2015 Evenings, weekends and holidays Monitoring for: Downed wires Damaged equipment Gas odors & gas leaks Staffing Call Center supervisors Supervisors in our call center monitor for emergent safety issues, including downed wires, damaged equipment, and gas odors and gas leaks. They monitor from 5 p.m. to 8 a.m. Monday through Friday, and 24/7 on weekends and holidays. These supervisors can process a ticket directly with our Operations Control Center to have the issue address ASAP.

Thank you! Questions?