So I am training a group of public officials about utilities. Many have limited experience; others much more so. The interesting question that came up is how these officials should communicate with their customers. Interesting question and one that often receives little thoughts. So I thought their thoughts might be enlightening, keeping in mind that I have abbreviated some of them, and this was a discussion. Here are the thoughts they provided, in no particular order:
“Not the newspaper, most residents do not receive the newspaper anymore”
“Who are our customers and how do they communicate? Until you can answer that, you will not reach them. Ask them.”
“If 37% percent of your customers are direct deposit – should we send them direct mailings?” Response: “Yes! They will not think it is a bill and they might read it.”
“Most people discard bill stuffers without reading them . That wastes a lot of time and money.”
“We have a Facebook page, but we don’t just talk utilities. We talk about things that might interst them like strawberry shortcake recipes and current community events.”
“We use twitter and Facebook”
“We have a website, but we found the website was useless if we did not keep it current constantly. It takes effort and someone with that responsibility to accomplish that.”
“We use Facebook to get people interested, then use it to direct them to our website.”
“Every utility should have a public relations person that deals with media, and can brand your utility to the public.”
“Understand your demographics and then figure out how they communicate – phone, twitter, Facebook, on line, etc. Maybe all of these, interconnected. You can find local people who will do this for your professionally. The results are worth the investment.”
“Radio is useless, just like the paper. Avoid the television because they really only want to report the bad stuff.”
“Blogs tied to websites and Facebook are helpful.”
“Many venues are needed – make the message the same.”
“Ask the young people in your community – they will know how the reach the residents.”
“Don’t focus just on utility issues, add content on topics they might be interested in.”
“Public relations is as important as providing good service. It is part of your job.”
“worth every dollar spent.”
Interesting isn’t it. I wonder if the mainstream media will take note? And I wonder how many utilities do not have these things and will consider it as a part of the coming budget cycle?
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