Ad Hoc Messaging at Georgia Power Enhances Outage Communications
When the power goes out, most customers have the same question: when are the lights coming back on? Whether the outage is planned or unplanned, a lack of information can be very frustrating for anyone waiting for power to return. This is especially true with an extended outage, which may push customers sitting in the dark to flood a utility call center with phone calls.
Georgia Power Company began deploying outage alerts ten years ago and, as customer expectations have evolved, the utility has continued to refine its approach to communications and customer satisfaction. In 2021, the company began piloting ad hoc broadcast messaging to better serve customers during prolonged outages. Ad hoc messaging has also been used for planned outages or “blue sky day” repairs.
- To continue reading this research piece, please login using your Chartwell credentials and click the “View Resource” button.
- If you do not have login credentials, click here to connect with Tim Herrick about Chartwell Membership.
You may also like
Mastering Major Event Communications: Expert Insights and Tools From Across the Nation
(Complimentary Webinar) This webinar brings together experts who can speak…
Hydro Ottawa and Manitoba Hydro Communicators Underscore The Value of Messaging
Manitoba Hydro and Hydro Ottawa communicators have worked for year…
BGE’s Influencer Campaign Shines Light on Energy Efficiency
For more than a decade, Baltimore Gas and Electric Company…