Now that the Atlantic Hurricane Season is underway, Georgia Power Co. is prepared to hunker down in a new Social Media Center if disaster strikes.
The company recently unveiled the new outreach center, located near the Georgia Power Storm Center at company headquarters in Atlanta.
“This new center brings all of our social media resources under one roof, with the latest technology, improving our ability to quickly collaborate, solve problems and respond to our customers day and night,” Louise Scott, Georgia Power’s vice president of customer service, said in a release.
The center could get an early test as Tropical Storm Colin dumps heavy rain across parts of Florida before moving into Georgia. The storm could bring 3 to 5 inches of rain — or more — as it heads toward South Carolina by Tuesday before moving out to sea. Flooding and power outages could hit some areas.
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Georgia Power has been tweeting for seven years and has operated a Facebook page for four years, according to company spokesman John Kraft.
Our customers are all across the state and this is a way we can talk to people from all over.
John Kraft, Georgia Power spokesman
Georgia Power already interacts with customers more than 6,000 times per month on social media regarding billing and service concerns.
When power lines and phone lines are down, customers can report trouble and inquire about outages on their smart phones, tablets and laptops.
Several workers staff social media accounts between 7 a.m. and 7 p.m. Monday through Friday, but they are prepared to go around the clock when warranted.
Similar to an Emergency Operations Center, work spaces in the new social media hub are available to triple the normal staff during peak outages.
“The Social Media Center allows for close cooperation with the Storm Center and helps us coordinate,” Kraft said.
The center tries to respond to customer inquiries within 10 minutes.
Technology in the Social Media Center provides simultaneous display of social media feeds, live streaming to field representatives, wireless audio conferencing and instant sharing from desktops and tablets to multiple displays.
“Our customers are all across the state, and this is a way we can talk to people from all over,” Kraft said.
Georgia Power also will share advice on energy efficiency, safety tips, rebates and incentives through their social media accounts @GeorgiaPower on Twitter and the Georgia Power Facebook page.