How social media helps keep our customers informed

Think about the last time there was severe weather, a power outage, or an emergency. Where did you go for updates? Chances are, you checked social media.

Over the past decade, social media has transformed the way we communicate and receive information. What started as a fun way to stay connected with family and friends has become one of the fastest ways to get news and information. That’s why social media plays an essential role in how we communicate with our customers at Hawaiian Electric.

At Hawaiian Electric, we primarily use social media to share outage updates, company news, traffic advisories, and other important information. It allows us to communicate quickly and reach our customers directly when they need it most. During emergencies, social media becomes even more valuable because it’s often the first-place people turn to for updates. I saw this firsthand during the Kona low storms in March. Throughout the storm, many customers turned to our social media accounts for the latest information, and our team was able to respond in real time to help keep our communities informed as the situation evolved.

Social media also gives another way for our customers to reach us when they need assistance. During emergencies or major outages, our trouble lines can become extremely busy as many customers seek information and report issues. Through private messaging on platforms like Instagram and Facebook, customers can reach us directly, allowing our team to provide assistance, share resources, and make sure concerns are forwarded to the proper internal teams.

Beyond sharing emergency updates and addressing customer concerns, social media is also a valuable tool for education and awareness. In recent years, Hawaii Wildfire Management Organization (HWMO) has organized the “Wildfire LOOKOUT!” campaign, bringing together more than 50 organizations, including Hawaiian Electric, to share information about current fire and drought conditions and promote wildfire preparedness.

This year’s campaign officially kicks off today on Social Media Day and will continue through September. As wildfire risks continue to rise in our communities across the state, increasing public awareness about preparedness, prevention, and safety is more important than ever. Throughout this campaign, participating organizations will be sharing information and resources to help our communities reduce wildfire risk and ensure our communities are better prepared for emergencies.

If you haven’t already done so, please take a few minutes to follow us on all our social media platforms to receive prompt updates and tips on how you can stay prepared.

Follow us on:

• Instagram: @hawaiianelectric
• Facebook: facebook.com/HawaiianElectric
• X (formerly known as Twitter): @HwnElectric, @MauiElectric, @HIElectricLight
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