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This is part of a presentation I gave to the Comcast employees West Division Social Media Club about an outage we had in the Lake Stevens area in August 2013. The event occurred in a small enough area to show a clear picture of the future of business-to-consumer public relations and social media. The day of the telecom company just Tweeting "Sorry about the service interruption" is past; we need now to engage customers very personally. As the voice of @ComcastWA, I had a variety of personal discussions with people.
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The Lake Stevens WA Case Study
Walter Neary, Communications Director, Comcast in Washington State
Aug. 7, 2013
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“Life is 10 percent what happens to you and 90 percent how you react to it”
~ Charles Swindoll
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Case history: May 2013 issuein Lake Stevens, WA
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Respond to this:
Do not respond to this:
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