After a massive storm of northern Illinois service area of ​​the utility Commonwealth Edison on 11 July 2011, more than 900,000 customers left without electricity during a hot, humid summer. ComEd crews and reinforcements of more than a dozen other states working days later to restore service. Meanwhile, the company faced month-old social media strategy, its first major test. The eChannels Social Media team, part of the ComEd Customer Operations Division worked around the clock … Read more »

After a massive storm of northern Illinois service area of ​​the utility Commonwealth Edison on 11 July 2011, more than 900,000 customers left without electricity during a hot, humid summer. ComEd crews and reinforcements of more than a dozen other states working days later to restore service. Meanwhile, the company faced month-old social media strategy, its first major test. The eChannels Social Media team, part of the ComEd Customer Operations Division, worked around the clock to respond to customer posts on social networking sites Facebook and Twitter. Invest at a time when the company is to increase the public debate and criticism over its plan to electricity tariffs, partly in smart grid upgrades, intervention was directly confronted about social media a way to strengthen relationships with customers and the general public , consistent with a major goal: “Hold on information flow and the lights.”
«Hide

from
Chief Daniel Meier,
Daniel Petrella
Source: Kellogg School of Management
16 pages.
Release Date: 11 January 2013. Prod #: KEL734-PDF-ENG
Commonwealth Edison: The use of social media in disaster response HBR case solution

[related_post themes="flat"]