on the front lines: helping comcast customers understand what happens with severe storms and their...

Spokane Outage OverviewNovember 25, 2015

November 17, 2015

Spokane experienced a record breaking windstorm that caused significant power outages across the area beginning on November 17. The team implemented a proactive communications strategy to notify employees and customers about the impact of the storm on their Comcast services.

During the height of the storm, the external communications team posted updates to the Comcast in Washington blog three times/day, in addition to responding to more upset customers by direct messaging them and taking care of them off-line.

Once the storm quieted down, the WA team continued to post regular updates to the blog, some of which included informative articles to help customers better understand the interconnectivity of Comcast’s services and power.

The blog posts included informative videos, extensive Q&A and pictures. Note the KREM TV news clip that highlights Xfinity crews working to restore services.

The team has provided daily updates to local media since the outages occurred.

It’s important to note that these conversations with the community occurred across multiple platforms. The efforts weren’t in vain, as the majority of customer response and local press was positive, many grateful for the local team’s efforts in restoring service. A best practice in demonstrating Comcast XFINITY getting in front and controlling the message – using frontline employees to share updates (YouTube) and a lot of customer service interaction. A few times @ComcastCares would join the conversation but by then, local account already managed customer issue.

Here is a social timeline of the outage, including customer reaction, media coverage and proactive messages from Comcast Washington and Comcast Spokane: https://storify.com/laarnid1/washington-outage

To date (November 25), media coverage has been neutral to positive, including:

http://www.krem.com/story/news/local/spokane-county/2015/11/22/comcast-works-to-restore- cable-and-internet-in-spokane/76238118/

http://www.khq.com/story/30581068/comcast-calls-in-extra-help-to-restore-service

http://www.krem.com/videos/tech/2015/11/20/comcast-works-to-restore-cable-and-internet/ 76097092/

Below is a social timeline of the outage, including customer reaction, media coverage and proactive messages from Comcast Washington and Comcast Spokane: https://storify.com/laarnid1/washington-outage

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https://storify.com/laarnid1/washington-outage


http://www.krem.com/videos/tech/2015/11/20/comcast-works-to-restore-cable-and-internet/76097092/

http://www.krem.com/videos/tech/2015/11/20/comcast-works-to-restore-cable-and-internet/76097092/


http://www.krem.com/story/news/local/spokane-county/2015/11/22/comcast-works-to-restore-cable-and-internet-in-spokane/76238118/

http://www.krem.com/story/news/local/spokane-county/2015/11/22/comcast-works-to-restore-cable-and-internet-in-spokane/76238118/




https://twitter.com/ComcastSpokane/status/667052454853373953

https://twitter.com/GCHOONBC/status/667057445735264257

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https://twitter.com/ComcastWA/status/666680234171854848


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http://wacomcast.com/2015/11/17/washington-windstorm-update-nov-17-2015/?utm_content=buffer05f8a&utm_medium=social&utm_source=twitter.com&utm_campaign=buffer


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https://twitter.com/danipressphoto/status/666840756070449152


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https://twitter.com/ComcastWA/status/667001486656864257 *Unable to locate original comment from @Samuraibetty

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http://wacomcast.com/2015/11/18/washington-storm-update-nov-18-2015/?utm_content=buffer72b4c&utm_medium=social&utm_source=twitter.com&utm_campaign=buffer

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https://twitter.com/AllyShoshana/status/666988736362729473

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https://twitter.com/cityofkent/status/666999278930255872


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https://twitter.com/kmccseattle/status/667025206330822657

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https://twitter.com/just_pedal/status/667106836923854848

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https://twitter.com/Valor_Israel/status/667165448241180672

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http://wacomcast.com/2015/11/19/washington-storm-update-nov-19-2015/?utm_content=buffer49f01&utm_medium=social&utm_source=twitter.com&utm_campaign=buffer

https://twitter.com/castelter/status/667386824617168896

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https://twitter.com/kevincparker/status/667376800780062720

https://twitter.com/SCSO_MarkG/status/667399318077214720

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https://twitter.com/GovInslee/status/667489287764508672

https://twitter.com/caprinevins/status/667378304991653888

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https://twitter.com/GScottSouchock/status/667403972844498944



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https://twitter.com/kalaechock/status/667734296585637888

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https://twitter.com/glfrgrl62/status/667729047179255808


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https://twitter.com/KREMKaitlin/status/667552835660177412


https://twitter.com/sidal714/status/667775979050303489

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https://twitter.com/theGOLDAR/status/667554409585463296

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http://www.krem.com/story/news/local/spokane-county/2015/11/20/comcast-working-to-restore-cable-and-internet/76100936/?utm_content=bufferfc023&utm_medium=social&utm_source=twitter.com&utm_campaign=buffer

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https://twitter.com/KREM2/status/667796299434098688

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https://twitter.com/iplayguitar81/status/667917146731642880


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http://wacomcast.com/2015/11/21/washington-storm-update-nov-21-2015/?utm_content=bufferdd5cf&utm_medium=social&utm_source=twitter.com&utm_campaign=buffer


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https://twitter.com/_FuckingBrian/status/668124578435108864

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https://twitter.com/wtneary/status/667793542073446400

https://twitter.com/KREMTony/status/667884696890576897

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https://twitter.com/unsuperjay/status/667881140175310848

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https://twitter.com/hozrnbz22/status/668329204035915776

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http://teamwest/div/depts/pr/Talking%20Points%20on%20Various%20Issues/Washington%20Outage%20(November%202015)/30%20Rock%2010.16.15.docx





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https://www.youtube.com/watch?v=ijnsLl_MYBY&feature=youtu.be

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https://www.youtube.com/watch?v=xQXXtVL_wgs&feature=youtu.be

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https://twitter.com/KREMKaitlinL/status/668530991326085121

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https://twitter.com/TMurphy0907/status/668132479987937280


https://twitter.com/duckydoom/status/668283403725205505


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https://twitter.com/slangninja/status/668237890678231040


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https://twitter.com/nathanhinish/status/668499464462577664



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https://twitter.com/Hendersonjon/status/668520684478291968


https://twitter.com/airamgessner/status/668519606294675457


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https://twitter.com/ChetMedic69/status/668518137734627328


https://twitter.com/mattrgibson/status/668482337496170496

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https://twitter.com/mattrgibson/status/668482337496170496










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https://twitter.com/WyattEarp509/status/668538002222678016



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https://twitter.com/ComcastSpokane/status/668600594509070336 *Unable to locate original tweet by @Frogwart

https://twitter.com/Frogwart/status/668930334122049537



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https://twitter.com/KHQLocalNews/status/668612497184653312

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http://wacomcast.com/2015/11/22/washington-storm-update-nov-22-2015/?utm_content=bufferd59a7&utm_medium=social&utm_source=twitter.com&utm_campaign=buffer

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https://twitter.com/redredrattler/status/668823696266522625


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https://twitter.com/RichardPresnell/status/668826373314613249

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http://www.krem.com/story/news/local/spokane-county/2015/11/22/comcast-works-to-restore-cable-and-internet-in-spokane/76238118/?utm_content=bufferb9f15&utm_medium=social&utm_source=twitter.com&utm_campaign=buffer

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https://twitter.com/SpokaneWANews/status/668626888579903488

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https://twitter.com/elambferro/status/668640032354205697


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https://twitter.com/notshan/status/668932154261266432

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https://www.youtube.com/watch?v=8Asmg0faLCI&feature=youtu.be

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http://wacomcast.com/2015/11/24/washington-storm-report-nov-24-2015/

https://twitter.com/mykcrawford/status/669026271255379968


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http://www.spokesman.com/stories/2015/nov/23/windstorm-briefing-around-25000-still-without-powe/

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https://twitter.com/lesliejbradshaw/status/669329859068325888

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http://wacomcast.com/2015/11/25/washington-storm-recovery-report-nov-25-2015/?utm_content=buffer45e78&utm_medium=social&utm_source=twitter.com&utm_campaign=buffer

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http://wacomcast.com/2015/11/24/washington-storm-report-nov-24-2015/?utm_content=bufferb1dc9&utm_medium=social&utm_source=twitter.com&utm_campaign=buffer

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