FairPoint Communications | Confidential FairPoint Social Media Monitoring and Engagement Playbook Created by: Dani Burns

FairPoint Communications | Confidential Agenda ●Overview ●Social media properties ●Issue categories ●How to respond ●What to respond to ●What not to respond to ●Examples of 140 character response ●Escalations

FairPoint Communications | Confidential Overview Strategies ●Alert support staff of issues as they occur, with sufficient detail to quickly identify how to respond ●Understand the amount and nature of conversation surrounding ‘FairPoint’ online ●Boost customer loyalty and retention through personalized interaction. ●Activate word of mouth marketing by cultivating relationships with brand loyalists. FairPoint Objectives: Proactively provide support for customer issues, answer questions and direct resolution to support centers. Benefits ●Humanize the brand ●Personalize the customer support experience on the web ●Reach customers before they change providers ●Lower cost per communication

FairPoint Communications | Confidential Social Media Properties ●Facebook: ●FairPoint ●LoveYourBundle ●Twitter ●

FairPoint Communications | Confidential Key Contacts ●Meghan Woodlief - ● direct| cell ●Sr. Director Integrated Marketing Communications ●Sabina Haskell – ● office| cell| fax ●Director of Regional Public Relations ●Kelly Leblanc – ● office | cell ●Consumer Sales Manager (Residential) ●Carol DiPietro – ● office | mobile ●Manager, Customer Service (Business)

FairPoint Communications | Confidential Process ●Monitor social media mentions ●Respond to customer questions or issues. Route all negative conversations to a ‘back’ channel ( , direct message) ●Request customer name and phone number on account, and issue details. ●For residential customers: forward customer + additional online conversation details (customer comments, network size, etc.) to Kelly Le Blanc, cc: Sabina Haskell. ●For business customers: forward customer + additional online conversation details (customer comments, network size, etc.) to Carol DiPietro, cc: Sabina Haskell. ●Request to be cc:ed on continued correspondence. ●Respond to customer once issue has been resolved to let them know that you’re aware the issue has been closed and please reach out if they need additional help.

FairPoint Communications | Confidential Issue Categories 29-June-11 Confidential — for internal use only 7 ●Prospect Conversations (Product or service mentions or information requests) ●Customer Complaints ●Internet Outage ●Phone Outage ●Billing Error ●Online Bill Pay Issues ●Internet Speeds ●Customer Service ●Broadband Availability Query ●Customer Compliment ●Miscellaneous

FairPoint Communications | Confidential How to Respond: ●Review post and ensure that you are the right person to be handling it. (if not, re-assign to appropriate person) ●If responding publicly, follow the guidelines laid out in later sections of this playbook. ●Make sure to follow up on any posts assigned to yourself that have not closed ●Maintain an authentic, positive tone. Always try to be helpful and demonstrate empathy for the customer first.

FairPoint Communications | Confidential What to Respond to: ●Mentions of FairPoint as part of presentations or events ●Compliments of FairPoint products, services, or people ●Recommendations or referrals to FairPoint products and/or services ●Customer Service/Support issues or inquires ●Sales leads of product inquires ●Feature requests

FairPoint Communications | Confidential What Not to Respond to: ●Generic mentions among a sea of competitors, without commentary that’s positive or negative ●Sarcastic, snarky or potentially inflammatory comments ●Retweets of blog posts or news announcements, unless in low enough volume to respond individually ●Tweets from webinars or other online events ●Discussions/conversations between individuals that mention FairPoint in passing in which our involvement could be perceived as intrusive ● Posts in a language that you don’t have the appropriate ●understanding or resources to respond to ● Posts/forum threads that require membership to respond to, ●unless it’s a customer service issue, negative post or ●misinformation you need to correc

FairPoint Communications | Confidential What Not to Say: ●Unwarranted public apologies ●Any details about future product enhancements ●Any announcement regarding technical difficulties or service interruptions ●Profanity or inappropriate subject matter ●Reference to partners, customers, etc. that are not publicly known

FairPoint Communications | Confidential Example Twitter Response ●Thanks for the mention! ●Glad we could help. ●Please feel free to pass along any feedback you have. ●I’d like to help put you in touch with my team. Could you DM your contact details?

FairPoint Communications | Confidential Example Facebook Response ●Hi, thanks for reaching out. I am sorry to hear that you’re frustrated and I’d like to help. Please me your name on account, phone number and issue details to so that I can have my team reach out. Thanks! ●Thanks for the feedback. I’ll follow up on this question and get back to you as soon as possible with more info!

FairPoint Communications | Confidential Escalation ●Issues that appear sensitive in nature regarding FairPoint financials, PUC complaints or any engagement with a known community leaders or government representatives should be escalated to the attention of Sabina Haskell. ●Sabina will then engage DeeDee Landry and the Escalations Team as she sees appropriate. If you’re uncertain, always feel free to ask whether or not a particular issue might be escalation-worthy.

FairPoint Communications | Confidential Thank you!