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    Katie Delahaye Paine (twitter: KDPaine) is the CEO and founder of KDPaine & Partners LLC and author of, Measuring Public Relationships, the data-driven communicators guide to measuring success. She also writes the first blog and the first newsletters dedicated entirely to measurement and accountability. In the last two decades, she and her firm have listened to millions of conversations, analyzed thousands of articles, and asked hundreds of question in order to help her clients better understand their relationships with their constituencies. People talk, we listen..

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« Measuring the impact of Twitter Redux -- imroving PSNH's reputation | Main | I can retire, Marcel LeBrun has said it all... »

December 17, 2008


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Kevin Micalizzi, Dimdim Web Conferencing

I have to admit, I was one of the many NH residents who didn't care for PSNH. My attitude has changed since the December ice storms here in NH. We went without power for 7 days after the storm and I appreciate PSNH's response and outreach program.

Each day I would run from my house to the local Starbucks (30 minutes away) to get online for a few hours. On one of those trips I discovered @psnh on Twitter. There wasn't much their team tweeting could do to help us, but it was encouraging to see how much they were trying to reach out and communicate. They also had updates at least twice a day at We read that religiously from our cell phones.

I know there's a push now to investigate PSNH's handling of the crisis. I'm not sure what these people are looking for, besides a political scapegoat. I saw first-hand the incredible damage from the storm. In my area we could not find a main road that didn't have at least one power line down (for several days after the storm.) It looks like PSNH recognized they couldn't handle the repairs alone alone and brought in crews from out of state (and Canada). A group of us actually cheered (honking horns and waving like maniacs) when we saw 9 utility trucks racing into NH from Quebec 2 days into the outage.

There is such a lesson to be learned from this experience. People will always feel the need to assign blame (even when it is a natural disaster,) but PSNH clearly stepped up their outreach during this outage in a way that kept me better informed and gave me the feeling that everything possible was being done to get the power restored.

I appreciate the very difficult and dangerous work the crews did as well as the long hours the support and marketing teams did to help NH residents feel there was someone listening who understood what they were going through. Many PSNH employees went without power during the worst of it -- but the company didn't shut down, instead they stepped up.


Kevin Micalizzi, Community Manager
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