Tampa Electric
Hurricane Ian Response
Tampa Electric’s crisis response guides hundreds of thousands through Hurricane Ian
The storm knocked out power to 295,000 customers. The utility responded every step of the way, winning for Crisis and Reputation Management as well as Grand Prize for Media Relations Campaign of the Year Under $50,000 in PR Daily’s Media Relations Awards.
When Hurricane Ian struck Florida in September 2022, it brought heavy rain and wind gusts up to 110 mph. In West Central Florida, the storm knocked out power to some 295,000 Tampa Electric customers.
Tampa Electric’s communications efforts for Hurricane Ian spanned 10 days, from Sept. 26 to Oct 5. In the advisory phase, typically activated 48 to 72 hours before a storm is estimated to hit, the utility posted social media messages on storm preparation, Tampa Electric’s outage map, safety tips and more, and distributed an initial news release outlining its storm plan. It kept employees up to date with emails and through its employee app, providing tips on how to answer questions from their family, friends and neighbors.
For the alert phase, when the hurricane was 24 hours away, Tampa Electric sent a direct communication to customers via their preferred communication channel (email, SMS or voice message), focusing on preparations for severe weather, the restoration process and safety. Pre-storm talking points and FAQs were provided to the contact center, external affairs staff and team members at local and county emergency operation centers.
During the storm, the team posted regular storm and restoration updates on social media and the company’s website. Updated talking points were given to key stakeholders. including details on outage monitoring and reporting. Employee communications continued to go out through emails and the employee app.
Once the storm passed, the bulk of the communications began. The company distributed news releases and updated the media, outlining damage to the system, outages, plans for restoration and the number of customers restored daily. Updated post-storm talking points ensured consistent messaging.
The company posted a video of a field employee explaining the restoration process and continued posting regular updates on social media. Social listening reports were conducted every three hours to help address any growing concerns. A video of Tampa Electric’s CEO, Archie Collins, addressed customers about Hurricane Ian’s impact on the service territory and restoration updates. Employee communications continued with increased storytelling, reinforcing customer messages and boosting morale.
Overall, Tampa Electric posted seven news releases, completed more than 60 media interviews, had coverage in 514 online stories and posted 16 internal communications stories. Across Facebook, Twitter, Nextdoor and Instagram, the company had 147 posts, generating 27,000 comments and more than 5.4 million impressions and gaining nearly 7,000 followers.
Bravo to Tampa Electric for being a beacon in the storm.