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Can Social make utilities
                           sexy again?


                 Tom	
  Ra'ery,	
  Principal	
  Analyst	
  RedMonk


                                        1


Big ask, I know
Chris Chen
I think they can be
Tom Raftery
                                                                        • Principal analyst, RedMonk
                                                                        • GreenMonk.net
                                                                        • twitter.com/tomraftery
                                                                        • tom@redmonk.com
                                                                        • +34 677 695 468
                                                                        • SlideShare.net/TomRaftery


                                                               2


Bullet points - sorry!
More Bullet points on this slide than on the rest of the entire deck!
Prob won’t have time for q’s at end - will hang around but here are my contact details in case you can’t stay
SlideShare




                                                 http://www.slideshare.net/TomRaftery/
                                                                   3


This is SlideShare - where you can view or d/l this deck
Show of hands




                                                     Photo http://www.flickr.com/photos/warmestregards/2789694551/
                                                                                   4

How many of you:
Read blogs?
Watch online video?
Have a FaceBook a/c?
Have a LinkedIn a/c?
Have a Twitter a/c?

Consider FaceBook/YouTube/Twitter a waste of time?
Social Media




                                      5

Some of the social media sites
Social Media




                                                 Photo http://www.flickr.com/photos/7933170@N03/1098813767/

                                                                           6

Social media fundamentally changed the web - now a two-way medium
What I had for breakfast?




                                               Photo - http://www.flickr.com/photos/zanehollingsworth/3435030263/
                                                                                7

People often belittle Social Media saying - it is full of ppl saying what they had for breakfast
How many ppl empathise?
What I had for breakfast?




                                                          Video http://www.youtube.com/watch?v=fpMZbT1tx2o

                                                                                8

This video is 1.5 yrs old - the numbers in it are well out of date - most significantly higher now
Utilities, Social Media, &
                                 APJ



                                                             9


Had a look around this region & found some great examples of SM use by utilities
quick selection...
APJ Utilities Social Media




                                                              https://twitter.com/powerwatercorp

                                                                             10

Australian utility - provides electricity, water and sewerage services to the Northern Territory of Australia
Faced issues with perception - were butt of many jokes - even in parliament
Rolled out social media, now 180 turnaround in reputation
APJ Utilities Social Media




                                      http://www.powerwater.com.au

                                                  11

Pull tweets onto home page
Also have Flickr & Youtube accounts
APJ Utilities Social Media




                          https://www.facebook.com/PUBsg

                                       12

Water utility
3412 likes
Zero interaction though
APJ Utilities Social Media




                                                                   https://twitter.com/OfficialTEPCO
                                                                               13

> 262k followers 1 of 3 accounts
No interaction - all broadcast
But tells ppl of availability of electricity so big followership
APJ Utilities Social Media




                                                              https://twitter.com/iamkepco
                                                                          14

Kepco - Korean utility
Twitter & Facebook pages
seems to have interaction but hard to tell given my lack of Korean (and GTranslate is no help!)
APJ Utilities Social Media




                                              https://twitter.com/iamkepco/status/266090034871013376
                                                                       15

They do converse though, unlike many others
APJ Utilities Social Media




                                                       https://twitter.com/PowershopPromos

                                                                      16


One of their two Twitter accounts
1305 followers - electrical promotions for customers
APJ Utilities Social Media




                                                      https://twitter.com/ausgrid

                                                                 17

2550 followers - but better yet is their video... !
APJ Utilities Social Media




        Video http://www.youtube.com/watch?v=iXogX1WBcZA

                              18
APJ Utilities Social Media




                               Video http://www.youtube.com/watch?v=iXogX1WBcZA

                                                     19

Has had nearly 20,000 views!
Challenges utilities are
       facing...



           20
Brand and image




                                                      Photo http://www.flickr.com/photos/smoy/3963201475/
                                                                             21

Brand and reputation issues - utilities not trusted
Brand and image




                                                                     Photo http://www.flickr.com/photos/photofarmer/3303387519/


                                                                                                22

Utilities perceived as boring - doesn’t help recruitment/retention
Recruitment




                                                   Photo http://www.flickr.com/photos/legofenris/4003590489/


                                                                             23

Brand and aging workforce issues have follow-on consequences for recruitment/retention
Exacerbated by




                                                                     Photo http://www.flickr.com/photos/gagilas/3501432476/


                                                                                              24

Recruitment issues all the more urgent because
In the U.S. energy sector, more than a third of the workforce already is over 50 years old - http://hbr.org/2008/02/managing-demographic-risk/ar/1


U.S. Bureau of Labor Statistics: In the US approx 30-40% of the work force in the electric utility sector will retire in the next 10 years


And aging infrastructure
Increasing demands




                                                             Images http://www.paulchefurka.ca/EnergyGap.html


                                                                                   25

Increasing demand for energy at a time of dwindling supply
Increasing demands




                                                 Photo http://www.flickr.com/photos/jeremybrooks/2473047860/

                                                                            26

Also other demands -
- Customer service
- Reduced environmental impact
- More granular energy consumption information
So how can social media
         help?



           27
Brand Management




                        Photo http://en.wikipedia.org/wiki/File:Deepwater_Horizon_offshore_drilling_unit_on_fire_2010.jpg

                                                                                  28

Deepwater Horizon exploded April 20, 2010 - 11 men killed, 17 injured.
Over next 3 months - spilled about 4.9 million barrel & still leaking today 2.5 yrs later
Brand Management




               https://twitter.com/BPGlobalPR/status/15504031663

                                          29

2191 RTs!
Brand Management




     https://twitter.com/bpglobalpr

                    30
Brand Management




                                                     https://twitter.com/BP_America

                                                                   31

Current BP account - still not learned lesson - all broadcast
OTOH



 32
Brand Management




               http://www.youtube.com/watch?v=owGykVbfgUE

                                      33

Old Spice
Brand Management




                                  http://www.youtube.com/watch?v=owGykVbfgUE

                                                         34

This ad alone has had 43m views
Brand Management




                                            http://www.youtube.com/watch?v=owGykVbfgUE

                                                                   35

185 videos in 24 hours
Responded in realtime to questions posed to #OldSpice
Old spice sales up 100% in month that followed
Still up 50% a year later (with help from coupons) http://adage.com/article/viral-video-charts/spice-killing-youtube-sales/
229080/
Customer Service




       36
Customer Service




      https://twitter.com/esbarr_

                  37
Customer Service




   https://twitter.com/esbarr_/status/261075213196865536

                             38
Customer Service




   https://twitter.com/rupertmurdoch/status/261118254657966080

                                 39
Customer Service




                                         https://twitter.com/rupertmurdoch

                                                        40

Seems to be genuinely Murdoch tweeting
Customer Service




   https://twitter.com/esbarr_/status/261126984225153024

                                 41
Customer Service




                                      https://twitter.com/rupertmurdoch/status/261178665386270720

                                                                   42

Obviously this doesn’t scale but...
Customer Service




      http://www.bge.com/

             43
Customer Service




      https://twitter.com/mybge

                44
Customer Service




                                             https://twitter.com/MyBGE/status/264406364514828290

                                                                     45

Gives ppl ETR’s via Twitter
Not new, was doing this last yr in response to Irene as well
Customer Service




                                     https://www.facebook.com/myBGE

                                                   46

>10,600 likes - also v interactive
Customer Service




                                           http://www.flickr.com/photos/mybge/8159451822/

                                                                47

Over 300 photos tagged “Hurricane Sandy”
Customer Service




    http://www.youtube.com/BALTIMOREGASELECTRIC

                        48
Customer Service




                                               http://www.linkedin.com/company/5115?trk=null

                                                                    49

Pull their SM resources together nicely here
Customer Service




                   http://www.zdnet.com/twitter-vs-icelandic-ash-cloud-how-one-airline-transformed-its-use-of-social-media-3040154420/

                                                                                      50

Call centres swamped
120 people in shifts for 7 days on FB & Twitter
Now has 23 strong social media dept
“customer service agents in the social media dept are 75% more productive than those in call centres”
Customer Service


For the 27 airlines in the Star Alliance, nearly one-third of
customer feedback now comes from social media.
                                                                         Jaan Albrecht, CEO of Star Alliance Services




        http://www.zdnet.com/twitter-vs-icelandic-ash-cloud-how-one-airline-transformed-its-use-of-social-media-3040154420/

                                                                           51
Customer Service




   https://twitter.com/Iberia_en/status/262979795405647872


                              52
Customer Service




                                                 http://scn.sap.com/welcome

                                                             53

Early 2000’s SAP had 170,000 customers - support needs, esp for new products were becoming unmanageable
Customer Service

To make it work... would be 90% us and 10% them at
first. But we knew if we did that, it would eventually be
10% us and 90% them.
                     Mark Finnern, Chief Community Evangelist, SAP SCN




                              54
Customer Service




                                                   http://scn.sap.com/welcome

                                                               55

More than 100,000 joined in first 2 yrs
Now over 2.5m users
SAP: SCN improves customer retention, creates efficiency and drives top line growth and revenue
Inside the firewall




        56
Retention




                                       Photo http://www.flickr.com/photos/stephanridgway/4110712532/

                                                                      57

David Legge - Fortis BC - guy walking out of interview
Retention




                                            58

Twitter as news/info gathering medium
Retention




                                                 http://www.flickr.com/photos/traftery/5467650475/


                                                                         59

For millennial’s - blocking SM is like putting a rotary dial phone on their desk with a lock on the dial
Retention

   Twitter is a primary source to gather information about
   changes in my industry. It helps the organization stay
   current with the latest trends and thinking.
                            Casey Coleman, CIO of the U.S. General Services Administration




                                  http://blogs.wsj.com/cio/2012/07/26/social-media-for-the-innovative-cio/

                                                                      60

Don’t take my word for it
Collaboration




      61
Collaboration




                                          Photo http://www.flickr.com/photos/dabhaid/314923760/

                                                                     62

Social media can be powerful way to share info within orgs
And stop co losing info when ppl leave
Collaboration




                                                          63

IBM internal blogs
Tag clouds - recommendations, similar blogs
IBM has 20k internal blogs - running blog program 9 yrs
Collaboration




                                                  64

IBM internal blogs - going strong for years now
 - internal social network
 - knowledge sharing
 - self-promotion tool
Collaboration




    https://www.chatter.com

                65
Collaboration




                                     http://www.huddle.com

                                                66

Cloud-based SharePoint alternative
Collaboration




                         http://www.successfactors.com/business-execution-software/jam/jamoverview/

                                                            67

SAP’s new Jam offering
Collaboration




                         http://www.successfactors.com/business-execution-software/jam/jamoverview/

                                                            68

Onboarding
ability to join groups
Collaboration




http://www.successfactors.com/business-execution-software/jam/jamoverview/

                                   69
Collaboration




http://www.successfactors.com/business-execution-software/jam/jamoverview/

                                   70
Collaboration




                                          https://docs.google.com/

                                                     71

2 ppl working on a spreadsheet remotely
In a browser
And chatting
Big Data
                                          & Analytics




                                                               72

No enterprise talk is complete without discussing big data & analytics!
Big data!




                                          http://www.iabuk.net/news/iab-engage-2012-morning-session-review

                                                                           73

Twitter - half a billion tweets per day
Big Data!




                                    http://gigaom.com/data/facebook-is-collecting-your-data-500-terabytes-a-day/

                                                                               74

2.5 billion content items per day!
More interesting stats on the page - was getting too bulletpointy,
Analytics

There's no such thing as information overload - only filter
failure.
                                                        Clay Shirky, Prof NYU,
                         Fellow at the Berkman Center for Internet and Society




                  http://blogs.wsj.com/cio/2012/07/26/social-media-for-the-innovative-cio/

                                                      75
Analytics




                                           http://www.youtube.com/watch?v=InrOvEE2v38

                                                                76

Gatorade’s Social Media command centre - Mission Control
Analytics




                                  http://readwrite.com/2011/07/21/how-dell-really-listens-to-its

                                                                77

70 employees monitoring and dealing with social media

11 languages

25,000 social media events for the company each day
Analytics




              http://www.informationweek.com/government/information-management/inside-red-cross-social-media-command-ce/232602698

                                                                                 78

Dell contributed funding and tech for this
Analytics




                        http://www.guardian.co.uk/global-development/2012/jan/12/haiti-twitter-tracked-cholera-outbreak

                                                                                79

Twitter is faster than, and as accurate as, the official records at detecting the start and early progress of the epidemic

American Journal of Tropical Medicine
Analytics




                                  http://phys.org/news/2012-10-social-media-auto-vehicle-defects.html

                                                                    80

researchers at Virginia Tech developed system that provides auto manufacturers an efficient way to discover and
classify vehicle defects

can be used to discover vehicle defects from social media posts across multiple car brands
Analytics




                           81

GE - Grid IQ Insight
Analytics




                                                               82

GE - Grid IQ Insight

If someone posts a pic - then utility knows exactly what equipment to send in truck roll
Analytics




                                                               83

GE - Grid IQ Insight

If someone posts a pic - then utility knows exactly what equipment to send in truck roll
Energy Management




        84
Energy Management




   http://www.oracle.com/us/industries/utilities/turning-information-power-195649.pdf


                                         85
Energy Management




                                                        http://www.meregio.de/en/index.php?page=index


                                                                            86
Minimum Emission Region - MeRegio - Baden-Württemberg


Research project involving SAP Research & 5 partners
Energy Management




                                            http://www.flickr.com/photos/collinanderson/2696845391/


                                                                     87
MTKD metric - mean time to kitchen drawer
Energy Management




                                                                          SAP Smart Meter Analytics


                                                                                    88
SAP Smart Meter Analytics

Centrica demo at Sapphire - largest SAP customer
!     - 18m residential customers
!     - 1m business
Going from 75 million meter reads per annum to 120 billion meter reads a year
Energy Management




                                    SAP Smart Meter Analytics


                                              89
Posts to your Facebook wall
Energy Management




                                         http://foursquare.com

                                                 90
Gamification - behaviour change
Energy Management




        91
Energy Management
                 What-if Energy apps had:
                 •Ability to share to Facebook, Twitter, Google+, etc
                 •Leaderboards?
                 •Achievement badges?
                 •Targets and scores?



                                                                                        92
With increased information and ‘fun factor’ - people become more engaged -> the MTKD is prolonged
Conclusion




    93
Conclusion




                                Social
                                             94
Overlay social on issues like these...
Conclusion




                                                         95
and your org can be the sexy utility on the block.
Conclusion


As well as business advantages, social can make
            utilities sexy once more!




                        96
Thanks!
              Contact information:

                    Tom Raftery
Principal Analyst, Energy & Sustainability, RedMonk

              Tom@redmonk.com,
                GreenMonk.net,
             Twitter.com/tomraftery
                +34 677 695 468

                        97

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Can social make utilities sexy again?

  • 1. Can Social make utilities sexy again? Tom  Ra'ery,  Principal  Analyst  RedMonk 1 Big ask, I know Chris Chen I think they can be
  • 2. Tom Raftery • Principal analyst, RedMonk • GreenMonk.net • twitter.com/tomraftery • tom@redmonk.com • +34 677 695 468 • SlideShare.net/TomRaftery 2 Bullet points - sorry! More Bullet points on this slide than on the rest of the entire deck! Prob won’t have time for q’s at end - will hang around but here are my contact details in case you can’t stay
  • 3. SlideShare http://www.slideshare.net/TomRaftery/ 3 This is SlideShare - where you can view or d/l this deck
  • 4. Show of hands Photo http://www.flickr.com/photos/warmestregards/2789694551/ 4 How many of you: Read blogs? Watch online video? Have a FaceBook a/c? Have a LinkedIn a/c? Have a Twitter a/c? Consider FaceBook/YouTube/Twitter a waste of time?
  • 5. Social Media 5 Some of the social media sites
  • 6. Social Media Photo http://www.flickr.com/photos/7933170@N03/1098813767/ 6 Social media fundamentally changed the web - now a two-way medium
  • 7. What I had for breakfast? Photo - http://www.flickr.com/photos/zanehollingsworth/3435030263/ 7 People often belittle Social Media saying - it is full of ppl saying what they had for breakfast How many ppl empathise?
  • 8. What I had for breakfast? Video http://www.youtube.com/watch?v=fpMZbT1tx2o 8 This video is 1.5 yrs old - the numbers in it are well out of date - most significantly higher now
  • 9. Utilities, Social Media, & APJ 9 Had a look around this region & found some great examples of SM use by utilities quick selection...
  • 10. APJ Utilities Social Media https://twitter.com/powerwatercorp 10 Australian utility - provides electricity, water and sewerage services to the Northern Territory of Australia Faced issues with perception - were butt of many jokes - even in parliament Rolled out social media, now 180 turnaround in reputation
  • 11. APJ Utilities Social Media http://www.powerwater.com.au 11 Pull tweets onto home page Also have Flickr & Youtube accounts
  • 12. APJ Utilities Social Media https://www.facebook.com/PUBsg 12 Water utility 3412 likes Zero interaction though
  • 13. APJ Utilities Social Media https://twitter.com/OfficialTEPCO 13 > 262k followers 1 of 3 accounts No interaction - all broadcast But tells ppl of availability of electricity so big followership
  • 14. APJ Utilities Social Media https://twitter.com/iamkepco 14 Kepco - Korean utility Twitter & Facebook pages seems to have interaction but hard to tell given my lack of Korean (and GTranslate is no help!)
  • 15. APJ Utilities Social Media https://twitter.com/iamkepco/status/266090034871013376 15 They do converse though, unlike many others
  • 16. APJ Utilities Social Media https://twitter.com/PowershopPromos 16 One of their two Twitter accounts 1305 followers - electrical promotions for customers
  • 17. APJ Utilities Social Media https://twitter.com/ausgrid 17 2550 followers - but better yet is their video... !
  • 18. APJ Utilities Social Media Video http://www.youtube.com/watch?v=iXogX1WBcZA 18
  • 19. APJ Utilities Social Media Video http://www.youtube.com/watch?v=iXogX1WBcZA 19 Has had nearly 20,000 views!
  • 20. Challenges utilities are facing... 20
  • 21. Brand and image Photo http://www.flickr.com/photos/smoy/3963201475/ 21 Brand and reputation issues - utilities not trusted
  • 22. Brand and image Photo http://www.flickr.com/photos/photofarmer/3303387519/ 22 Utilities perceived as boring - doesn’t help recruitment/retention
  • 23. Recruitment Photo http://www.flickr.com/photos/legofenris/4003590489/ 23 Brand and aging workforce issues have follow-on consequences for recruitment/retention
  • 24. Exacerbated by Photo http://www.flickr.com/photos/gagilas/3501432476/ 24 Recruitment issues all the more urgent because In the U.S. energy sector, more than a third of the workforce already is over 50 years old - http://hbr.org/2008/02/managing-demographic-risk/ar/1 U.S. Bureau of Labor Statistics: In the US approx 30-40% of the work force in the electric utility sector will retire in the next 10 years And aging infrastructure
  • 25. Increasing demands Images http://www.paulchefurka.ca/EnergyGap.html 25 Increasing demand for energy at a time of dwindling supply
  • 26. Increasing demands Photo http://www.flickr.com/photos/jeremybrooks/2473047860/ 26 Also other demands - - Customer service - Reduced environmental impact - More granular energy consumption information
  • 27. So how can social media help? 27
  • 28. Brand Management Photo http://en.wikipedia.org/wiki/File:Deepwater_Horizon_offshore_drilling_unit_on_fire_2010.jpg 28 Deepwater Horizon exploded April 20, 2010 - 11 men killed, 17 injured. Over next 3 months - spilled about 4.9 million barrel & still leaking today 2.5 yrs later
  • 29. Brand Management https://twitter.com/BPGlobalPR/status/15504031663 29 2191 RTs!
  • 30. Brand Management https://twitter.com/bpglobalpr 30
  • 31. Brand Management https://twitter.com/BP_America 31 Current BP account - still not learned lesson - all broadcast
  • 33. Brand Management http://www.youtube.com/watch?v=owGykVbfgUE 33 Old Spice
  • 34. Brand Management http://www.youtube.com/watch?v=owGykVbfgUE 34 This ad alone has had 43m views
  • 35. Brand Management http://www.youtube.com/watch?v=owGykVbfgUE 35 185 videos in 24 hours Responded in realtime to questions posed to #OldSpice Old spice sales up 100% in month that followed Still up 50% a year later (with help from coupons) http://adage.com/article/viral-video-charts/spice-killing-youtube-sales/ 229080/
  • 37. Customer Service https://twitter.com/esbarr_ 37
  • 38. Customer Service https://twitter.com/esbarr_/status/261075213196865536 38
  • 39. Customer Service https://twitter.com/rupertmurdoch/status/261118254657966080 39
  • 40. Customer Service https://twitter.com/rupertmurdoch 40 Seems to be genuinely Murdoch tweeting
  • 41. Customer Service https://twitter.com/esbarr_/status/261126984225153024 41
  • 42. Customer Service https://twitter.com/rupertmurdoch/status/261178665386270720 42 Obviously this doesn’t scale but...
  • 43. Customer Service http://www.bge.com/ 43
  • 44. Customer Service https://twitter.com/mybge 44
  • 45. Customer Service https://twitter.com/MyBGE/status/264406364514828290 45 Gives ppl ETR’s via Twitter Not new, was doing this last yr in response to Irene as well
  • 46. Customer Service https://www.facebook.com/myBGE 46 >10,600 likes - also v interactive
  • 47. Customer Service http://www.flickr.com/photos/mybge/8159451822/ 47 Over 300 photos tagged “Hurricane Sandy”
  • 48. Customer Service http://www.youtube.com/BALTIMOREGASELECTRIC 48
  • 49. Customer Service http://www.linkedin.com/company/5115?trk=null 49 Pull their SM resources together nicely here
  • 50. Customer Service http://www.zdnet.com/twitter-vs-icelandic-ash-cloud-how-one-airline-transformed-its-use-of-social-media-3040154420/ 50 Call centres swamped 120 people in shifts for 7 days on FB & Twitter Now has 23 strong social media dept “customer service agents in the social media dept are 75% more productive than those in call centres”
  • 51. Customer Service For the 27 airlines in the Star Alliance, nearly one-third of customer feedback now comes from social media. Jaan Albrecht, CEO of Star Alliance Services http://www.zdnet.com/twitter-vs-icelandic-ash-cloud-how-one-airline-transformed-its-use-of-social-media-3040154420/ 51
  • 52. Customer Service https://twitter.com/Iberia_en/status/262979795405647872 52
  • 53. Customer Service http://scn.sap.com/welcome 53 Early 2000’s SAP had 170,000 customers - support needs, esp for new products were becoming unmanageable
  • 54. Customer Service To make it work... would be 90% us and 10% them at first. But we knew if we did that, it would eventually be 10% us and 90% them. Mark Finnern, Chief Community Evangelist, SAP SCN 54
  • 55. Customer Service http://scn.sap.com/welcome 55 More than 100,000 joined in first 2 yrs Now over 2.5m users SAP: SCN improves customer retention, creates efficiency and drives top line growth and revenue
  • 57. Retention Photo http://www.flickr.com/photos/stephanridgway/4110712532/ 57 David Legge - Fortis BC - guy walking out of interview
  • 58. Retention 58 Twitter as news/info gathering medium
  • 59. Retention http://www.flickr.com/photos/traftery/5467650475/ 59 For millennial’s - blocking SM is like putting a rotary dial phone on their desk with a lock on the dial
  • 60. Retention Twitter is a primary source to gather information about changes in my industry. It helps the organization stay current with the latest trends and thinking. Casey Coleman, CIO of the U.S. General Services Administration http://blogs.wsj.com/cio/2012/07/26/social-media-for-the-innovative-cio/ 60 Don’t take my word for it
  • 62. Collaboration Photo http://www.flickr.com/photos/dabhaid/314923760/ 62 Social media can be powerful way to share info within orgs And stop co losing info when ppl leave
  • 63. Collaboration 63 IBM internal blogs Tag clouds - recommendations, similar blogs IBM has 20k internal blogs - running blog program 9 yrs
  • 64. Collaboration 64 IBM internal blogs - going strong for years now - internal social network - knowledge sharing - self-promotion tool
  • 65. Collaboration https://www.chatter.com 65
  • 66. Collaboration http://www.huddle.com 66 Cloud-based SharePoint alternative
  • 67. Collaboration http://www.successfactors.com/business-execution-software/jam/jamoverview/ 67 SAP’s new Jam offering
  • 68. Collaboration http://www.successfactors.com/business-execution-software/jam/jamoverview/ 68 Onboarding ability to join groups
  • 71. Collaboration https://docs.google.com/ 71 2 ppl working on a spreadsheet remotely In a browser And chatting
  • 72. Big Data & Analytics 72 No enterprise talk is complete without discussing big data & analytics!
  • 73. Big data! http://www.iabuk.net/news/iab-engage-2012-morning-session-review 73 Twitter - half a billion tweets per day
  • 74. Big Data! http://gigaom.com/data/facebook-is-collecting-your-data-500-terabytes-a-day/ 74 2.5 billion content items per day! More interesting stats on the page - was getting too bulletpointy,
  • 75. Analytics There's no such thing as information overload - only filter failure. Clay Shirky, Prof NYU, Fellow at the Berkman Center for Internet and Society http://blogs.wsj.com/cio/2012/07/26/social-media-for-the-innovative-cio/ 75
  • 76. Analytics http://www.youtube.com/watch?v=InrOvEE2v38 76 Gatorade’s Social Media command centre - Mission Control
  • 77. Analytics http://readwrite.com/2011/07/21/how-dell-really-listens-to-its 77 70 employees monitoring and dealing with social media 11 languages 25,000 social media events for the company each day
  • 78. Analytics http://www.informationweek.com/government/information-management/inside-red-cross-social-media-command-ce/232602698 78 Dell contributed funding and tech for this
  • 79. Analytics http://www.guardian.co.uk/global-development/2012/jan/12/haiti-twitter-tracked-cholera-outbreak 79 Twitter is faster than, and as accurate as, the official records at detecting the start and early progress of the epidemic American Journal of Tropical Medicine
  • 80. Analytics http://phys.org/news/2012-10-social-media-auto-vehicle-defects.html 80 researchers at Virginia Tech developed system that provides auto manufacturers an efficient way to discover and classify vehicle defects can be used to discover vehicle defects from social media posts across multiple car brands
  • 81. Analytics 81 GE - Grid IQ Insight
  • 82. Analytics 82 GE - Grid IQ Insight If someone posts a pic - then utility knows exactly what equipment to send in truck roll
  • 83. Analytics 83 GE - Grid IQ Insight If someone posts a pic - then utility knows exactly what equipment to send in truck roll
  • 85. Energy Management http://www.oracle.com/us/industries/utilities/turning-information-power-195649.pdf 85
  • 86. Energy Management http://www.meregio.de/en/index.php?page=index 86 Minimum Emission Region - MeRegio - Baden-Württemberg Research project involving SAP Research & 5 partners
  • 87. Energy Management http://www.flickr.com/photos/collinanderson/2696845391/ 87 MTKD metric - mean time to kitchen drawer
  • 88. Energy Management SAP Smart Meter Analytics 88 SAP Smart Meter Analytics Centrica demo at Sapphire - largest SAP customer ! - 18m residential customers ! - 1m business Going from 75 million meter reads per annum to 120 billion meter reads a year
  • 89. Energy Management SAP Smart Meter Analytics 89 Posts to your Facebook wall
  • 90. Energy Management http://foursquare.com 90 Gamification - behaviour change
  • 92. Energy Management What-if Energy apps had: •Ability to share to Facebook, Twitter, Google+, etc •Leaderboards? •Achievement badges? •Targets and scores? 92 With increased information and ‘fun factor’ - people become more engaged -> the MTKD is prolonged
  • 94. Conclusion Social 94 Overlay social on issues like these...
  • 95. Conclusion 95 and your org can be the sexy utility on the block.
  • 96. Conclusion As well as business advantages, social can make utilities sexy once more! 96
  • 97. Thanks! Contact information: Tom Raftery Principal Analyst, Energy & Sustainability, RedMonk Tom@redmonk.com, GreenMonk.net, Twitter.com/tomraftery +34 677 695 468 97