The Washington State market was the first in Comcast to reach out through social media, years ago, to customers to let them know about severe storms that affect their service. I'm sharing this after action report prepared by a colleague because I'm passionate that social media is the best way to reach out to customers during significant weather incidents such as windstorms. I've been reaching out to customers like this longer than anyone else at Comcast, because it's the right thing to do. Yes, managing social media for a Comcast market involves dealing with a lot of angry people. And it's no wonder: Internet and video are addictive substances, and people take their Internet and video very seriously. Who can blame them? This particular project involved working 32 days straight - because we have one person in Washington who does social, me. But I didn't mind because the windstorms had done horrific damage and created a story that needed telling. This relentless stream of communication was the right thing to do for our customers.

1. Spokane Outage Overview
November 25, 2015
1
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

2. Spokane Outage Overview
November 25, 2015
2
https://twitter.com/ComcastSpokane/status/667052454853373953
https://twitter.com/GCHOONBC/status/667057445735264257

3. Spokane Outage Overview
November 25, 2015
3
https://twitter.com/ComcastSpokane/status/667181996465065984
https://twitter.com/ComcastWA/status/666680234171854848
https://twitter.com/ComcastWA/status/666721837750030336

4. Spokane Outage Overview
November 25, 2015
4
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
https://twitter.com/ComcastWA/status/666736022814916608

5. Spokane Outage Overview
November 25, 2015
5
https://twitter.com/ComcastWA/status/666754565610577920
https://twitter.com/danipressphoto/status/666840756070449152
https://twitter.com/ComcastWA/status/666951263804870657

6. Spokane Outage Overview
November 25, 2015
6
https://twitter.com/ComcastWA/status/666954518836469760

7. Spokane Outage Overview
November 25, 2015
7
https://twitter.com/ComcastWA/status/666963973061890048

8. Spokane Outage Overview
November 25, 2015
8
https://twitter.com/ComcastSpokane/status/667006958881255424
https://twitter.com/ComcastWA/status/667001486656864257 *Unable to locate original comment from
@Samuraibetty

9. Spokane Outage Overview
November 25, 2015
9
https://twitter.com/ComcastWA/status/667005249606000642
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

10. Spokane Outage Overview
November 25, 2015
10
https://twitter.com/AllyShoshana/status/666988736362729473

11. Spokane Outage Overview
November 25, 2015
11
https://twitter.com/ComcastWA/status/667007890192998400
https://twitter.com/cityofkent/status/666999278930255872
https://twitter.com/ComcastWA/status/667008115037085696

12. Spokane Outage Overview
November 25, 2015
12
https://twitter.com/kmccseattle/status/667025206330822657

13. Spokane Outage Overview
November 25, 2015
13
https://twitter.com/ComcastWA/status/667027207555047424

14. Spokane Outage Overview
November 25, 2015
14
https://twitter.com/ComcastWA/status/667028661611040770

15. Spokane Outage Overview
November 25, 2015
15
https://twitter.com/ComcastWA/status/667046069340098561
https://twitter.com/just_pedal/status/667106836923854848

16. Spokane Outage Overview
November 25, 2015
16
https://twitter.com/just_pedal/status/667106836923854848
https://twitter.com/just_pedal/status/667106836923854848

17. Spokane Outage Overview
November 25, 2015
17
https://twitter.com/ComcastWA/status/667124016923197440
https://twitter.com/ComcastWA/status/667124411326140420

18. Spokane Outage Overview
November 25, 2015
18
https://twitter.com/ComcastWA/status/667132182352306176
https://twitter.com/just_pedal/status/667119703970607104

19. Spokane Outage Overview
November 25, 2015
19
https://twitter.com/ComcastWA/status/667132843932434432
https://twitter.com/ComcastSpokane/status/667187605998592000
https://twitter.com/Valor_Israel/status/667165448241180672

20. Spokane Outage Overview
November 25, 2015
20
https://twitter.com/ComcastWA/status/667188603567624192

21. Spokane Outage Overview
November 25, 2015
21
https://twitter.com/ComcastSpokane/status/667187605998592000

22. Spokane Outage Overview
November 25, 2015
22
https://twitter.com/ComcastWA/status/667357585062825985
https://twitter.com/ComcastWA/status/667376875740618752

23. Spokane Outage Overview
November 25, 2015
23
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

24. Spokane Outage Overview
November 25, 2015
24
https://twitter.com/ComcastWA/status/667387197738225664
https://twitter.com/castelter/status/667494438248165377
https://twitter.com/ComcastWA/status/667496613732941824
https://twitter.com/castelter/status/667497356154134529

25. Spokane Outage Overview
November 25, 2015
25
https://twitter.com/kevincparker/status/667376800780062720
https://twitter.com/SCSO_MarkG/status/667399318077214720

26. Spokane Outage Overview
November 25, 2015
26
https://twitter.com/GovInslee/status/667489287764508672
https://twitter.com/caprinevins/status/667378304991653888

27. Spokane Outage Overview
November 25, 2015
27
https://twitter.com/ComcastWA/status/667387454387855360
https://twitter.com/GScottSouchock/status/667403972844498944
https://twitter.com/ComcastWA/status/667404259047051264
https://twitter.com/castelter/status/667494438248165377

28. Spokane Outage Overview
November 25, 2015
28
https://twitter.com/ComcastWA/status/667496613732941824
https://twitter.com/ComcastWA/status/667430707413798912

29. Spokane Outage Overview
November 25, 2015
29

30. Spokane Outage Overview
November 25, 2015
30
https://twitter.com/ComcastSpokane/status/667746038757769216
https://twitter.com/kalaechock/status/667734296585637888

31. Spokane Outage Overview
November 25, 2015
31
https://twitter.com/ComcastSpokane/status/667747754131591168
https://twitter.com/glfrgrl62/status/667729047179255808
https://twitter.com/ComcastSpokane/status/667749658786050048

32. Spokane Outage Overview
November 25, 2015
32
https://twitter.com/KREMKaitlin/status/667552835660177412
https://twitter.com/ComcastSpokane/status/667749818001784832
https://twitter.com/sidal714/status/667775979050303489

33. Spokane Outage Overview
November 25, 2015
33
https://twitter.com/ComcastSpokane/status/667776421012500480
https://twitter.com/sidal714/status/667776590227484674
https://twitter.com/ComcastWA/status/667744831007907842

34. Spokane Outage Overview
November 25, 2015
34
https://twitter.com/ComcastSpokane/status/667746038757769216
http://wacomcast.com/2015/11/20/washington-storm-update-nov-20-
2015/?utm_content=buffer1f139&utm_medium=social&utm_source=twitter.com&utm_campaign=buffer

35. Spokane Outage Overview
November 25, 2015
35
https://twitter.com/theGOLDAR/status/667554409585463296

36. Spokane Outage Overview
November 25, 2015
36
https://twitter.com/ComcastWA/status/667751001613426689
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_cam
paign=buffer

37. Spokane Outage Overview
November 25, 2015
37
https://twitter.com/ComcastWA/status/667777339460182016

38. Spokane Outage Overview
November 25, 2015
38
https://twitter.com/ComcastSpokane/status/667792292699365376

39. Spokane Outage Overview
November 25, 2015
39
https://twitter.com/ComcastSpokane/status/667795601891966976

40. Spokane Outage Overview
November 25, 2015
40
https://twitter.com/KREM2/status/667796299434098688

41. Spokane Outage Overview
November 25, 2015
41
https://twitter.com/ComcastWA/status/667813452480577536

42. Spokane Outage Overview
November 25, 2015
42
https://twitter.com/ComcastSpokane/status/667814159342440448
https://twitter.com/iplayguitar81/status/667917146731642880
https://twitter.com/ComcastWA/status/667978213449076736

43. Spokane Outage Overview
November 25, 2015
43
https://twitter.com/ComcastWA/status/668117498173063168
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
https://twitter.com/ComcastSpokane/status/668118891478958080

44. Spokane Outage Overview
November 25, 2015
44
https://twitter.com/_FuckingBrian/status/668124578435108864

45. Spokane Outage Overview
November 25, 2015
45
https://twitter.com/ComcastSpokane/status/668124964730507264
https://twitter.com/_FuckingBrian/status/668125124701192192
https://twitter.com/ComcastSpokane/status/668141217738178561

46. Spokane Outage Overview
November 25, 2015
46
https://twitter.com/wtneary/status/667793542073446400
https://twitter.com/KREMTony/status/667884696890576897

47. Spokane Outage Overview
November 25, 2015
47
https://twitter.com/ComcastWA/status/668120174428491776
https://twitter.com/unsuperjay/status/667881140175310848

48. Spokane Outage Overview
November 25, 2015
48
https://twitter.com/ComcastWA/status/668123107580731392
https://twitter.com/unsuperjay/status/668157834186481664
https://twitter.com/hozrnbz22/status/668329204035915776

49. Spokane Outage Overview
November 25, 2015
49
https://twitter.com/ComcastSpokane/status/668137413760253952

50. Spokane Outage Overview
November 25, 2015
50
https://twitter.com/ComcastWA/status/668157480338366464

51. Spokane Outage Overview
November 25, 2015
51
https://www.youtube.com/watch?v=ijnsLl_MYBY&feature=youtu.be

52. Spokane Outage Overview
November 25, 2015
52
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

53. Spokane Outage Overview
November 25, 2015
53
https://www.youtube.com/watch?v=xQXXtVL_wgs&feature=youtu.be

54. Spokane Outage Overview
November 25, 2015
54
https://twitter.com/ComcastWA/status/668484448158003204

55. Spokane Outage Overview
November 25, 2015
55
https://twitter.com/KREMKaitlinL/status/668530991326085121

56. Spokane Outage Overview
November 25, 2015
56
https://twitter.com/TMurphy0907/status/668132479987937280
https://twitter.com/ComcastSpokane/status/668203433162215424
https://twitter.com/duckydoom/status/668283403725205505
https://twitter.com/ComcastSpokane/status/668314619316801536

57. Spokane Outage Overview
November 25, 2015
57
https://twitter.com/duckydoom/status/668317132300513280
https://twitter.com/ComcastSpokane/status/668479842191446016
https://twitter.com/duckydoom/status/668485138041339904
https://twitter.com/slangninja/status/668237890678231040
https://twitter.com/ComcastSpokane/status/668314694940164101

58. Spokane Outage Overview
November 25, 2015
58
https://twitter.com/slangninja/status/668487774345932800
https://twitter.com/ComcastSpokane/status/668484038596784128
https://twitter.com/nathanhinish/status/668499464462577664
https://twitter.com/ComcastSpokane/status/668500520382910465
https://twitter.com/nathanhinish/status/668507303562248193

59. Spokane Outage Overview
November 25, 2015
59
https://twitter.com/Hendersonjon/status/668520684478291968
https://twitter.com/ComcastSpokane/status/668527873943302144
https://twitter.com/airamgessner/status/668519606294675457
https://twitter.com/ComcastSpokane/status/668528011986264064

60. Spokane Outage Overview
November 25, 2015
60
https://twitter.com/airamgessner/status/668528593727721472
https://twitter.com/ChetMedic69/status/668518137734627328
https://twitter.com/ComcastWA/status/668527526805827584
https://twitter.com/mattrgibson/status/668482337496170496

61. Spokane Outage Overview
November 25, 2015
61
https://twitter.com/ComcastWA/status/668572879508758528
https://twitter.com/ComcastWA/status/668534415203536897

62. Spokane Outage Overview
November 25, 2015
62
https://twitter.com/KREMKaitlinL/status/668532529150820352
https://twitter.com/KREMKaitlinL/status/668497427532374017

63. Spokane Outage Overview
November 25, 2015
63
https://twitter.com/WyattEarp509/status/668538002222678016
https://twitter.com/ComcastSpokane/status/668539384606527488
https://twitter.com/ComcastSpokane/status/668540882593910784

64. Spokane Outage Overview
November 25, 2015
64
https://twitter.com/ComcastSpokane/status/668600594509070336 *Unable to locate original tweet by
@Frogwart
https://twitter.com/Frogwart/status/668930334122049537
https://twitter.com/wtneary/status/668930622723899392
https://twitter.com/Frogwart/status/668601230533357571

65. Spokane Outage Overview
November 25, 2015
65
https://twitter.com/ComcastWA/status/668609481824206849
https://twitter.com/ComcastSpokane/status/668609414501412864
http://www.khq.com/story/30581068/comcast-calls-in-extra-help-to-restore-service

66. Spokane Outage Overview
November 25, 2015
66
https://twitter.com/KHQLocalNews/status/668612497184653312

67. Spokane Outage Overview
November 25, 2015
67

68. Spokane Outage Overview
November 25, 2015
68
https://twitter.com/ComcastSpokane/status/668613725390180352
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

69. Spokane Outage Overview
November 25, 2015
69

70. Spokane Outage Overview
November 25, 2015
70
https://twitter.com/KREM2/status/668622027583070208

71. Spokane Outage Overview
November 25, 2015
71
https://twitter.com/ComcastSpokane/status/668822904818143232

72. Spokane Outage Overview
November 25, 2015
72
https://twitter.com/ComcastSpokane/status/668835207542345728
https://twitter.com/redredrattler/status/668823696266522625
https://twitter.com/ComcastSpokane/status/668835412580823040

73. Spokane Outage Overview
November 25, 2015
73

74. Spokane Outage Overview
November 25, 2015
74
https://twitter.com/ComcastSpokane/status/668841446850457600
https://twitter.com/RichardPresnell/status/668826373314613249

75. Spokane Outage Overview
November 25, 2015
75
https://twitter.com/ComcastSpokane/status/668876364238495745
https://twitter.com/RichardPresnell/status/668877188993708032
https://twitter.com/ComcastSpokane/status/668877753366609921
https://twitter.com/RichardPresnell/status/668878420902699008
https://twitter.com/ComcastSpokane/status/668878823849521152

76. Spokane Outage Overview
November 25, 2015
76
https://twitter.com/ComcastSpokane/status/668879539527897088

77. Spokane Outage Overview
November 25, 2015
77
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_ca
mpaign=buffer

78. Spokane Outage Overview
November 25, 2015
78
https://twitter.com/ComcastSpokane/status/668881205928947712

79. Spokane Outage Overview
November 25, 2015
79
https://twitter.com/ComcastSpokane/status/668896069602922497

80. Spokane Outage Overview
November 25, 2015
80
https://twitter.com/SpokaneWANews/status/668626888579903488

81. Spokane Outage Overview
November 25, 2015
81
https://twitter.com/elambferro/status/668640032354205697
https://twitter.com/ComcastWA/status/668814419376246784

82. Spokane Outage Overview
November 25, 2015
82
https://twitter.com/ComcastWA/status/668823058795249664

83. Spokane Outage Overview
November 25, 2015
83
https://twitter.com/ComcastSpokane/status/668944943671472128
https://twitter.com/notshan/status/668932154261266432

84. Spokane Outage Overview
November 25, 2015
84
https://twitter.com/ComcastSpokane/status/668944987615170560

85. Spokane Outage Overview
November 25, 2015
85
https://twitter.com/ComcastSpokane/status/669182878941605889

86. Spokane Outage Overview
November 25, 2015
86
https://www.youtube.com/watch?v=8Asmg0faLCI&feature=youtu.be

87. Spokane Outage Overview
November 25, 2015
87
http://wacomcast.com/2015/11/24/washington-storm-report-nov-24-2015/
https://twitter.com/mykcrawford/status/669026271255379968
https://twitter.com/ComcastSpokane/status/669183934542905344

88. Spokane Outage Overview
November 25, 2015
88
https://twitter.com/ComcastSpokane/status/669190477225136128

89. Spokane Outage Overview
November 25, 2015
89
https://twitter.com/ComcastSpokane/status/669198052016701441

90. Spokane Outage Overview
November 25, 2015
90
http://www.spokesman.com/stories/2015/nov/23/windstorm-briefing-around-25000-still-without-powe/

91. Spokane Outage Overview
November 25, 2015
91
https://twitter.com/ComcastSpokane/status/669241877560995842
https://twitter.com/lesliejbradshaw/status/669329859068325888

92. Spokane Outage Overview
November 25, 2015
92
https://twitter.com/ComcastSpokane/status/669330094125527040
https://twitter.com/mykcrawford/status/669363967257522177
https://twitter.com/ComcastSpokane/status/669535952621015040

93. Spokane Outage Overview
November 25, 2015
93
https://twitter.com/ComcastSpokane/status/669545125421277184

94. Spokane Outage Overview
November 25, 2015
94
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

95. Spokane Outage Overview
November 25, 2015
95

96. Spokane Outage Overview
November 25, 2015
96
https://twitter.com/ComcastWA/status/669332721806782464

97. Spokane Outage Overview
November 25, 2015
97
https://www.youtube.com/watch?v=8Asmg0faLCI&feature=youtu.be

98. Spokane Outage Overview
November 25, 2015
98
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

99. Spokane Outage Overview
November 25, 2015
99
https://twitter.com/ComcastSpokane/status/669346758179209216