4. Web 2.0 Defined
Web 2.0: the Internet as a communication
tool, not just a source of information
5. On the Go
• This Just In…
Twitter has
experienced a 347%
jump since a year
ago in people
accessing their site
via mobile browser
6. Simply Put…
• Social media is a tool to help businesses
engage with customers
• New outlets do not replace existing
channels of communication
• Social media is customer service
7. About NES
• One of the 12 largest public electric utilities
in the nation
• Buy power from the Tennessee Valley
Authority
• Serve more than 357,000 customers within
a 700 square mile area
• Revenues of $1 billion each year
8. NES on Twitter
• Launched http://twitter.com/nespower in
March 2009
9. NES on Twitter
• Who is following us?
– Residents
– Businesses and non-profit organizations
– Other electric utilities across the country
– Media outlets/news reporters
– Energy consultants
– Green/environmental organizations
10. NES on Twitter
• What are we posting about?
– Power outage updates
– Conservation tips
– Promoting NES programs/activities
– Directing people to the NES website
– Linking to new “how to” videos
– General NES news
– Answering questions on the NES Twitter feed
11. NES on Facebook
• Launched “Edison’s Conservation Corner”
in March 2009
– Went live with www.facebook.com/NESpower
one month later in April
– NES currently has over 730 fans
18. Handling the Workload
• Met with department heads every morning
• Created daily summary and talking points
• Updated website and social media channels
• Answered direct tweets/posts
• Responded to media calls/interviews
• Took turns monitoring Twitter & Facebook
• Signed off every night around 9 p.m.
21. Handling the Workload
• Did Social Media Pay Off?
– Impact on call center volume
– Quality of conversations online
– First contact resolution
– Happy customers
– No rampant rumors or hysteria
22. Traditional Channels
• Other Communication Efforts
– Daily news conferences with Mayor and other
city officials
– Community meetings in hardest hit areas
– “We Are Here to Help” print and online ads
– Flyers and door hangers for flood victims
27. Measuring Results
• Return on Interaction
– Monthly Status Reports
• Who interacted?
• What was discussed/shared?
• Where were the conversations happening?
• When did the results happen?
• Why were customers engaging?
• How much of an impact did it have?
28. Measuring Results
• Posts from some of our followers:
– AuntBShut up! Not only can I pay my power bill
online in a pleasant and easy manner, @NESpower has
a twitter feed and thanked me. Cool.
– catalystrxn@auntb Well, that's pretty cool! I think
@nespower's customer svc on twitter is surprising in a
good way!
– mmasseur8@nespower it's cool to see a utility using
Twitter. Are there others like you that get it?
– energythoughtsNES is certainly ahead of the curve.
29. Laurie Parker
Nashville Electric Service
Email: lparker@nespower.com
Web site: www.nespower.com
Twitter: http://twitter.com/nespower
Facebook: www.facebook.com/NESpower
YouTube: www.youtube.com/NashvilleElectric
Contact Info