Alex Schott of Entergy, an integrated energy company, knows the importance of serving customers where they are — and how social media can address that need.
During inclement weather that can — and does — lead to power outages, the company’s customers are on Twitter and other social channels where they expect the company to provide up-to-the-moment information.
Crisis communications is only one element of Entergy’s expanding social media activities intended to provide information, improve support capabilities and, in time, sell energy services.
Schott speaks of credibility being key, as honest, two-way communications are expected and being phony is not tolerated on social channels. He also describes the need for “bright lines” between various channels to avoid chaos or dilution of purpose, acknowledging, for example, that people use Facebook differently than Twitter.
Is your company ready for the weather conversation?
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Convo at the PowWow is presented by Social Media Today, offering the Web’s best thinkers on business and public policy. Social Media Today is a rapidly-growing community of blogs, webinars, e-books, moderated Tweet chats and other digital content. The community currently includes more than 1,800 bloggers and 100,000 registered members, attracting about 700,000 monthly visits.
Vitrue, an original Facebook Preferred Developer Consultant, is the leading social marketing platform facilitating relationships between brands and their fans across multiple social networks via its software-as-a-service solutions. Social marketers and agencies world-wide use Vitrue’s Social Relationship Management (SRM) platform and its Publisher, Tabs, Shop and Analytics products.
Brandwatch is one of the world’s leading social media monitoring and analysis tools, with offices in the UK, US, Germany and Brazil. Global brands and agencies use our tool to cut through the noise on the social web and find the conversation that matters, empowering decisions that improve their business.
Production assistance by Craig Klein of Modern Voice. Music by Glenn Phillips.
