ATLANTA - Electric utilities can learn valuable lessons from one another as they aim to provide the most accurate and timely information possible to customers and other stakeholders about restoration efforts during power outages. To help utilities meet this challenge, Chartwell offers a new and exclusive membership-based service - the Outage Communications Working Group - that provides the opportunity to learn lessons from like-minded peers, collaborate as a group and guide new research into the topic.
 
The collective wisdom that group members bring to the table will help develop outage communications strategies, tactics and programs at North America's largest electric distribution utilities. Participation helps members improve their outage communications programs and customer satisfaction through collaborative consulting, sharing best practices and procedures, and building relationships.
 
Chartwell analysts work in the background to facilitate meetings and communication among the group, and conduct research that members identify as the Outage Communications Working Group's key needs. Chartwell serves as a central repository for this information and research on technologies and concepts. 
 
Members are utility professionals with direct responsibilities related to outage communication strategy at some of North America's largest electric distribution companies. This includes directors and/or managers of customer care, distribution operations, communications, information technology and market research.  
 
Topics covered by the group include: 

• Calculating and providing accurate estimated times of restoration
• Inbound call handling
• Proactive outbound communications
• Customer education before, during and after storms
• Using customer service representatives effectively
• Online outage maps and information
• Effective internal communications strategies
• Dealing with the news media
• Measuring performance during "blue sky" periods as well as major events
• Regulatory concerns
   

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