Can Social Media make Utilities sexy again?
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The slides were my intro for the panel discussion on social media for utilities at the 2013 International SAP for Utilities event in Copenhagen
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Can Social Media make Utilities sexy again?
- 1. Tom Ra'ery, Principal Analyst RedMonk 1 Can Social make utilities sexy again?
- 2. • Principal analyst, RedMonk • GreenMonk.net • twitter.com/tomraftery • tom@redmonk.com • +34 677 695 468 • SlideShare.net/TomRaftery 2 Tom Raftery Bullet points - sorry! More Bullet points on this slide than on the rest of the entire deck! Prob won’t have time for q’s at end - will hang around but here are my contact details in case you can’t stay
- 3. 3 What I had for breakfast? Photo - http://www.flickr.com/photos/zanehollingsworth/3435030263/ People often belittle Social Media saying - it is full of ppl saying what they had for breakfast How many ppl empathise?
- 4. 4 What I had for breakfast? http://www.ft.com/intl/cms/s/0/bd5a5ce2-aa57-11e1-899d-00144feabdc0.html#axzz2OAlD9lav Good article with lots of big data references in general T-Mobile in US analysed its 33m customer data records, web logs, billing data and social media information to predict customer defections It halved customer defections in a single quarter
- 5. 5 Facebook http://news.cnet.com/8301-1023_3-57566550-93/facebook-by-the-numbers-1.06-billion-monthly-active-users/ 1.06 billion monthly active users (MAU) as of December 31, 2012 618 million daily active users (DAU) for December 2012 680 million mobile MAUs as of December 31
- 6. 6 Facebook http://www.insidefacebook.com/2013/01/30/facebooks-global-growth-in-q4-1-06b-mau-mobile-surpasses-web/ In Dec 2012 Mobile DAUs exceeded web DAUs for the first time
- 7. 7 Twitter http://hide.dyndns.info/tweetcounter/index-en.cgi Increasing tweets per day over the last year
- 8. 8 Analytics http://blogs.wsj.com/cio/2012/07/26/social-media-for-the-innovative-cio/ There's no such thing as information overload - only filter failure. Clay Shirky, Prof NYU, Fellow at the Berkman Center for Internet and Society
- 9. 9 So what? What are the use cases?
- 12. 12 Customer Service https://twitter.com/MyBGE/status/264406364514828290 Gives ppl ETR’s via Twitter Not new, was doing this last yr in response to Irene as well
- 13. 13 Customer Service https://www.facebook.com/myBGE >10,600 likes - also v interactive
- 14. 14 Customer Service http://www.flickr.com/photos/mybge/8159451822/ Over 300 photos tagged “Hurricane Sandy”
- 16. 16 Customer Service http://www.linkedin.com/company/5115?trk=null Pull their SM resources together nicely here
- 17. 17 Brand Management http://www.youtube.com/watch?v=owGykVbfgUE This ad alone has had 43m views
- 19. 19 Video http://www.youtube.com/watch?v=iXogX1WBcZA Ausgrid Has had well over 20,000 views!
- 20. 20 Greying workforce Photo credit http://www.flickr.com/photos/goflorp/3865042877/ Recruitment issues urgent because In the U.S. energy sector, more than a third of the workforce already is over 50 years old - http://hbr.org/2008/02/managing-demographic-risk/ar/1 U.S. Bureau of Labor Statistics: In the US approx 30-40% of the work force in the electric utility sector will retire in the next 10 years And aging infrastructure
- 21. 21 Boring Photo credit http://www.flickr.com/photos/vmcamposjr/3630714365/ Perception of Utility companies
- 22. 22 Recruitment Photo http://www.flickr.com/photos/legofenris/4003590489/ Brand and aging workforce issues have follow-on consequences for recruitment/retention
- 23. 23 Retention Photo http://www.flickr.com/photos/stephanridgway/4110712532/ David Legge - Fortis BC - guy walking out of interview
- 24. 24 Retention Twitter as news/info gathering medium
- 25. 25 Retention http://www.flickr.com/photos/traftery/5467650475/ For millennial’s - blocking SM is like putting a rotary dial phone on their desk with a lock on the dial
- 26. 26 Retention http://blogs.wsj.com/cio/2012/07/26/social-media-for-the-innovative-cio/ Twitter is a primary source to gather information about changes in my industry. It helps the organization stay current with the latest trends and thinking. Casey Coleman, CIO of the U.S. General Services Administration Don’t take my word for it
- 27. 27 Collaboration Photo http://www.flickr.com/photos/dabhaid/314923760/ Social media can be powerful way to share info within orgs And stop co losing info when ppl leave
- 28. 28 Collaboration IBM internal blogs Tag clouds - recommendations, similar blogs IBM has 20k internal blogs - running blog program 9 yrs
- 31. 31 Collaboration https://docs.google.com/ 2 ppl working on a spreadsheet remotely In a browser And chatting
- 33. 33 Energy Management What-if Energy apps had: •Ability to share to Facebook, Twitter, Google+, etc •Leaderboards? •Achievement badges? •Targets and scores? With increased information and ‘fun factor’ - people become more engaged -> the MTKD is prolonged
- 35. 35 Dell http://readwrite.com/2011/07/21/how-dell-really-listens-to-its Dell has 70 employees, processing 25,000 social media events in 11 languages Based on Radian6
- 36. 36 Utilities http://greenmonk.net/2012/11/01/sustainability-social-media-and-big-data/ GE’s Grid IQ Insight can mine social media for mentions of outages Gives early notifications of an outage in an area If geotagged and/or includes images/video can confirm cause of outage and speed up time to resolution
- 38. 38 Conclusion and your org can be the sexy utility on the block.
- 39. 39 As well as business advantages, social can make utilities sexy once more! Conclusion
- 40. 40 Tom Raftery - RedMonk Steven Pratt - CenterPoint Energy Martijn van Glabbeek - Alliander James McClelland - SAP Panel
- 41. Thanks! Contact information: Tom Raftery Principal Analyst, Energy & Sustainability, RedMonk Tom@redmonk.com, GreenMonk.net, Twitter.com/tomraftery +34 677 695 468 41