[LINK] Using Social Media to keep customers informed in a disaster

[Tom Worthington]

Isabelle Johnson, Corporate Communications Manager, Strategic Projects
at Ergon Energy will talk on "Social Media - Ergon Energy's experience
during Cyclone Yasi" on 21 June 2011 in Brisbane:

     RIM Professionals Australasia
     Queensland Branch Breakfast

     When: 7.15am to 9am, 21 June 2011 ... Brisbane
     Social Media - Ergon Energy's experience during Cyclone Yasi

     Isabelle Johnson, Corporate Communications Manager, Strategic
Projects, Ergon Energy

     Equally as important as getting the power back on was keeping our
customers and stakeholders up to date on our progress.

     The social media sites, Twitter and Facebook, were introduced for
the first time as a disaster response community communications channel.

     This presentation includes an overview of lessons learnt

     Email wendy.daw at rimpa.com.au for a flyer

     Wendy Daw
     Sales & Sponsorship
     Branch Event & Liaison Officer
     RIM Professionals Australasia
     Ph: +61 419 719 820

This appears to be an update of the talk "Ergon Energy's social media
experience during Cyclone Yasi" given at Queensland State Archives
Forum, 29 March 2011. Some excerpts from the slides:

     Keeping the public informed during Yasi

     • 212,000 calls to contact centre
     • news media – wide coverage
     • ‘Live read’ safety advertising
     • 71,000 website hits
     • 10,000 Facebook followers

     What led us to use social media

     We had in place:

     • storm centre website
     • social media strategy
     • successful trial
     • communication process

     We wanted to:
     • listen and engage
     • give our customers
     another way to reach us

     Social Media – our experience

     • Facebook and Twitter hidden but ready
     • Observed QPS flood response
     • Added value to existing processes
     • Command centre – social media room
     • Single source of truth
     • ‘Lead posters’

     Social Media – the risks

     • Capturing & reporting safety
     issues
     • Access to complete, timely info
     • Influence, not control

     Social Media – the benefits

     • Kept customers updated in real time
     • Provided a forum to talk & share info
     • Built better & stronger relationships
     ...

     From: "Ergon Energy's social media experience during Cyclone Yasi",
Isabelle Johnson, Ergon Energy, for Queensland State Archives Forum, 29
March 2011:
<http://www.archives.qld.gov.au/downloads/forum-isabelle-johnson-social-media-ergon-energy.pdf>.

Other presentations from the Records and Information Management Forum,
Brisbane, 29 March 2011, Queensland State Archives:

    1. QUT agency experiences Tania Meggitt, Queensland University of
Technology
    2. Records implications for social media, Troy Pullen, Queensland
State Archives
    3. Social media - Ergon Energy's experience during Cyclone Yasi,
Isabelle Johnson, Ergon Energy
    4. Disaster Occupational Health and Safety, Peter Twigg, Workplace
Health and Safety Queensland
    5. Prepare, prevent and respond: conservation and preservation,
Annette McNicol, Queensland State
    6. A guide to working through a disaster, Sharon Muldoon, Department
of Communities

See links at:
<http://www.archives.qld.gov.au/downloads/forum_features_records_information_management_forum_290311.pdf>.


-- 
Tom Worthington FACS CP HLM, TomW Communications Pty Ltd. t: 0419496150
PO Box 13, Belconnen ACT 2617, Australia  http://www.tomw.net.au
Adjunct Senior Lecturer, School of Computer Science, The
Australian National University http://cs.anu.edu.au/courses/COMP7310/
Visiting Scientist, CSIRO ICT Centre: http://bit.ly/csiro_ict_canberra