1. Reach Out and Poke Someone Kevin Winslow Communication Specialist Idaho Power Company Utility Communication Goes Social

2. Social: Where We’re At

3. Who’s Listening: Our Demos Our Facebook fans

4. 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

5. Who’s Talking: By Platform

6. Are They Hearing Us? Depends

7. Perception: Customers Mad Props (as the kids say):

8. The Media – Before Social The Real Story? No car into pole. Gravel truck took down wires. Power restored in 45 minutes.

9. The Media – After Social

10. They Listen, and We Listen, Too Complaints don’t fall on deaf ears 946 Followers

11. Connecting with Your Customers

12. 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

13. Thanks for Having Me Questions? Comments?