Brand storytelling on social media
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On
Social media
Improving your customers’ outage experience
NOTE: This event has already taken place. See below for recording, event description, and link to download the presentation slides.
Social media roundup: Q2 trends from the top-performing utility posts
Utilities should be tracking social media metrics to understand:
Emily Sedlacek
Emily Sedlacek began working as an editor at E Source in the summer of 2022. Prior to joining the editorial team at E Source, she worked at North Carolina State University as a research administrator. In this role, she contributed to grant writing efforts and managed grants for several campus offices, including the Institute for Transportation Research and Education, the Data Science Academy, and the Office of Institutional Equity and Diversity.Emily also taught rhetoric and composition and worked in the writing center at Appalachian State University.
Ameren’s outage experience
To develop and implement an improved outage strategy, Ameren Corp. partnered with E Source Consulting and Advisory Services. Since the project launched in 2016, efforts have improved the customer outage experience and streamlined operations, leading to:
How are utilities engaging customers on social media?
According to the 2018 E Source Social Media Survey, Twitter is still the social media channel utilities use most often to connect with their customers. Facebook, LinkedIn, and YouTube aren’t far behind in popularity. We also asked utilities about successful techniques they’ve developed for boosting engagement on social media. Many utilities use videos and images of two topics—puppies and linemen—to increase organic, nonpaid engagement.
Are utilities giving employees brand-affiliated social media handles?
Q:How many utilities have employees using brand-affiliated handles for social media outreach?
A:The results from the 2016 E Source Social Media Survey show that 48% of the 31 utilities that participated have brand-affiliated handles outside of their main channels, whether they’re public affairs officers, members of the social media team, executives, or others (figure 1).
How should we communicate about our transition to renewables?
Q:How do we tell our customers we’re planning to shift some of our generation mix to renewables but currently need to balance the resources on the grid? How have other utilities educated their customers on the reality of energy and how the transition to renewables takes time?
A:When talking to customers about the balance of resources on the grid, utilities incorporate messaging around the following points:
2020 trends in social media
Channels, goals, and resources: Highlights from the 2021 Social Media Survey
In the E Source 2021 Social Media Survey, we asked utilities about their social media strategies, budgets, staffing, and execution. Use the insights from this survey to compare your organization’s social media tactics to those of your peers, and gather ideas for improving or supporting your social media efforts.
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