1. 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.

2. 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.

3. PECO Social Media Channels
7,695 followers
5,379 fans
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.

4. 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

5. Social Media & Emergency Response Organization

6. 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).

7. 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.

8. 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

9. Up-to-date Information

10. 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 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.

11. 24/7/365 Emergency Monitoring
Switching gears …

12. 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.

13. Thank you!
Questions?