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.
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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