How Can Data Support Strategic Storytelling?, With Brianna Wall

You've got data, but are you using it strategically to strengthen your stories? Hear how Brianna Wall leverages analytics and existing data to be strategic with her communications plan and storytelling.

Learn more about Oklahoma Electric Cooperative at https://okcoop.org. 

What is The StoryConnect Podcast?

StoryConnect features interviews with marketers, communicators, CEOs and other leaders at cooperative and independent broadband companies, electric cooperatives and municipal power providers. The goal of the podcast is to help listeners discover ideas to shape their stories and connect with their customers. It is produced by Pioneer Utility Resources.

Intro:
A production of Pioneer Utility Resources.

StoryConnect helping communicators discover ideas to shape their
stories and connect with their customers.

Megan McKoy-Noe:
How can data support strategic storytelling?

That's what we'll be talking about on this episode of The
StoryConnect Podcast.

Hi, I'm Megan McKoy-Noe, one of the storytellers at Pioneer
Utility Resources and your host today.

I am joined by Brianna Wall, manager of marketing and member
relations at Oklahoma Electric Cooperative.

Brianna, thank you so much for joining us.

Brianna Wall:
Thank you for having me.

I'm excited to be on Pioneer's podcast.

Megan McKoy-Noe:
The StoryConnect Podcast is the best because we share ideas,
right?

Which is what cooperation is all about.

Before we dive into the data, though, tell us a little bit about
your co-op.

Brianna Wall:
So I am at Oklahoma Electric Cooperative in Norman, Oklahoma, and
we have about 60,000 meters,

and we serve about seven counties in central Oklahoma.

So our membership is very diverse.

We serve some very urban areas, some members who have some very
high expectations with their co-op,

their communications.

And then we have a broadband subsidiary, OEC Fiber, and we serve
broadband to about 33,000 subscribers

throughout our service area.

So we're very busy.

Megan McKoy-Noe:
I was going to say I could see why data is kind of an important
piece of the puzzle for y'all to have in your

communication planning.

Now you presented at NRECA's Connect Conference on how to
leverage analytics to be more strategic with your

communications plan.

Brianna, can you just tell me why analytics matter in
storytelling?

Brianna Wall:
Sure. So can I start by giving you the two examples that I used?

Because they're a little different, and you can get something
different from each of them.

So the first example was using data to inform our strategic
communications plan.

And what that means is we had kind of the direction we wanted to
go in our communications for the year, but what

we were trying to identify through the data was the topics, the
themes that we were going to communicate to our

members. So rather than communicating a little bit about all of
our programing, all of our products, our services

every month, just a little bit on every channel, we decided
let's take each month and focus on something

different. That's still beneficial.

It's still part of the cooperative difference.

It's a benefit to members.

And so what we use the data for in that case was to identify
what those themes would be.

So January is a focus on renewables, and February is a focus on
being local because our members seem to

love anything we publish about how we're local, how our
employees are your neighbors, your little league coaches, that

kind of thing. And then we were able to align all of our
communications

across social media, our newsletter, our earned media, our
podcast, our blog posts, all of that

had a central theme each month.

So that was one thing that we used data for specifically.

Megan McKoy-Noe:
Well, and for that, I love the idea of themes, and it makes so
much sense to coordinate across channels.

But what specific data did you use to find out that your members
wanted to hear those topics, that those

topics resonated with them?

Brianna Wall:
Sure. We leaned heavily on our email marketing software, and we
use MailChimp.

So we've used MailChimp for gosh, probably 6 or 7 years by now.

And so we started because surveys were telling us 6 or 7 years
ago, we want to be emailed.

Our members were telling us, we want to be emailed.

Like keep sending us the print, but we want to be emailed.

So we said, okay.

So we just started emailing a digital version of our magazine
and just collecting data.

We weren't really doing anything with it back then, but we use
that.

Click data, each article within our newsletter has its own URL so
that we can track exactly what they're reading.

A lot of newsletters, I've noticed, will link to the pdf of a
newsletter which works too.

That gets the job done, but we were wanting to know exactly what
they were reading.

So we break down each article into its own URL, so we can track
that.

And then social media insights.

We use a lot of social media insights, survey data.

We try to collect a lot of data whenever we can.

So whether that's at our annual meeting or any of our member
events, we just try to collect all the data we can.

And at the time, we were trying to identify those themes, we
would ask specifically about those at our member events.

So just asking, "Hey, what do you want to read more of?

Yeah, what do you want to see from us?" Yeah.

Megan McKoy-Noe:
What do you care about?

Please tell us.

Brianna Wall:
Right.

Megan McKoy-Noe:
We don't want to waste your time.

That makes sense. So that was the first example that you wanted
to share.

What's the second case for using analytics?

Brianna Wall:
So the second example was we used data to kind of guide our
community spending.

And I know a lot of co-ops have community dollars.

So for advertising or for community support, we have budget
dollars for that.

And I wanted to use the data to make sure those dollars were
reaching all of our members or impacting all of our members

somehow. So whether they were hearing an ad on the radio for us
or whether we were sponsoring

their school's baseball team, whatever the case is, we wanted to
be intentional about making sure those dollars are spread out all

across our service area.

Megan McKoy-Noe:
Okay, that makes sense.

For those examples, what kind of data were you gathering?

Was it just to make sure that key audiences were all reached?

I mean, how did you –?

Brianna Wall:
So what we did, I started by getting a report that showed all of
the communities our meters are in and how many meters are in each

of those communities.

And then I compared that to our budgets.

So, for example, in Norman, where we're headquartered, about 24%
of our meters are located in Norman.

So in my mind it makes sense for 24% of each of those budgets to
go to Norman.

And our next largest community is a little community called
Blanchard, Oklahoma, and they have about 13% of our

meters. So alott 13% of each of those budgets to Blanchard, and
so on down the list.

So that there's there's an equal – oh, go ahead.

Megan McKoy-Noe:
No, I appreciate making sure that, you know, even if you're based
in one community, not all of your members are there.

So making sure that there's an even distribution of member money
and investment.

It makes sense as a steward of the cooperative to do that.

But is it hard to say this is it.

This is, you know, 13% of our budget, and we can't do anything
more here, even if you hear about a really cool opportunity.

Brianna Wall:
No. So we use it more of as a guide because, for example, I have
an Excel document, and we track,

and I disperse among the communities.

It starts with an intake form.

So anyone who's requesting dollars, they fill out an intake form
on our website.

And it takes it into our organizational system, which we use
Asana.

I know there's some other co-ops out there that use Asana, and
we just have several automated rules set up.

So it kind of directs the ask to different places or different
people.

And when we decide when they submit the form, they have to
select which

communities this sponsorship would impact.

So we have a list on our form, and they can't submit it without
selecting at least one community.

And a lot of the times these dollars are going to multiple
communities.

It's just that that nonprofit may be headquartered in a certain
city, but it impacts several.

So we collect that data on the front end so that we know how to
disperse it on the back end.

And this was really powered by – our budget is a pretty
substantial budget.

It's not as large as our operations or our purchasing budget,
but it's pretty substantial for what it is.

And we've discovered that senior managers and board members
especially, it's harder for them

to conceptualize what we're doing with the budget because it's
so gray.

It's not a matter of, we set this many poles and built, you
know, this many miles of line to this many

houses. And this dollar amount is how it affects our bottom
line.

It's not that black and white.

So I just wanted a way that if we're ever approached by an
employee who says, you know, or a board member or a community

member that says, I don't see a lot of OEC's support in my
community, I can go back to this and say, "Here's how many meters

we have." I can go into as much detail as they want to show them
exactly our thought behind it, as well as how we

supported them.

Megan McKoy-Noe:
So instead of when – because I know both telcos and electric
co-ops, we get asked for a lot of money because

we share concern for community, is one of our founding
principles.

Our cooperative does as well.

And we always have requests come in for, you know, golf
tournaments and events with the Chamber and

United Way and all of that.

I love the idea of being intentional to share and a good steward
of that community money.

I'm wondering, I'm going to make sure we add in a link to that
form just so folks can see it.

I think it's a great idea.

Brianna Wall:
Yes.

Megan McKoy-Noe:
But also, do you have any kind of a report that you do every
year?

Because I've seen a growing number of cooperatives start
reporting on what they're doing in the community.

And that's a really important form of storytelling as well.

Jackson EMC in Georgia is a good example.

They have a whole report just on Operation Roundup, and the
people benefiting from that.

But I'm wondering, have you all done something like that at
Oklahoma Electric Cooperative?

Brianna Wall:
Yes. So our marketing and member relations team, we actually have
the opportunity every year to present to our board what exactly

we've been up to and how we are impacting.

Because again, it's so hard, or it used to be really hard,
before email came along and all this technology to provide data

that told any kind of a story for communications.

And especially in a state like Oklahoma where the electric retail
market is regulated.

So unless you have a giant house with a giant load, you don't
really have a choice in your provider.

And a lot of boards respond to that with, "Why do we need
marketing then?" So having this data is hugely helpful.

So yes, we present it to our board in a way that shows what they
are giving us to work with, how we are

using that to impact their communities in a positive way.

Megan McKoy-Noe:
Okay. Have you ever made that kind of information, not on a
granular level, I'm sure, but on a broader level available to

your membership as well, like at the annual meeting or at other
events?

Brianna Wall:
We have not.

Now we will – I'm exploring some different ideas within our
annual report later this year.

So this is really, we're still within the first 12 or 13 months
of actually incorporating this

practice. So we're adding to it.

We're trying to enhance it, and we keep finding ways to make it
better and more automated, which is huge.

So yes, I'm excited to use the data after we have a full year to
really look at it and see the

impact we have in our communities.

Yes, I plan on promoting that, but it is used –

Megan McKoy-Noe:
I plan on listening later.

Brianna Wall:
To your point, it is used just as a guide because it's not
anything we've had before.

Used to when people would submit requests, sure, we'll give you,
how much money do you want?

And now it's just with a little bit of intention, I think we'll
be able to tell a story with it.

It won't be perfect.

So on the example that you'll link to, there's a heat map that
tells me where I am

within the percentages.

So for example, we're about 33-35% of the way through the year.

So ideally, I should look at this heat map and all of those
numbers, I should be about 33-35, 40% of the way

through those budgets.

Does that make sense?

Megan McKoy-Noe:
It does.

Brianna Wall:
So I can tell, gosh, we've already spent 75% of Norman's
allotment, and it's only May.

Or we spent 420% in one of our tiny communities because we're the
only means of financial

support for the tiny little school that's there.

So in that case, I don't mind because it's a small community.

And again, we're one of the only ones who can financially
support them at that level.

So we're happy to.

But yeah, it's strictly a guide.

But it has been really helpful in trying to determine, okay, we
might need to slow down spending in one area.

We might need to outreach to others because we've only spent 7%
of what they get for the year.

So now we need to make connections in that community.

We need to build relationships and try to find ways to support
them financially.

Megan McKoy-Noe:
I love that idea, and I'm really excited about touching base with
you in a year or so to see how this is evolving.

Because you're right, we've had access to data for a while, but
a lot of folks are just too busy, and they haven't had a chance

to think about how to use it to strengthen their storytelling.

So I love the example of using data to help make sure your
community investments

are being shared and used in a responsible way.

I think that makes so much sense.

Brianna Wall:
I was just going to add and use what data you have.

So if there are co-ops out there that aren't really in the email
marketing software, they don't have Constant Contact or MailChimp

. Use what data you do have.

So do you have jot forms embedded in your website?

Website analytics, they're great to have.

Social media, probably everyone has social media by now, and
there's always insights there if you're willing to dig.

But you don't have to launch a new program or hire somebody

new to start a new project.

You can start with the data that you have and just start playing
around with it, sorting it.

I mean, we all have access to a ton of member data: usage data,
especially billing data, all kinds of information

that we can use to help them spend less money.

Megan McKoy-Noe:
Yeah. And that is the goal because we're co-ops.

Brianna Wall:
Yes, exactly.

Megan McKoy-Noe:
That's what we do. Yeah. All right.

Well, Brianna, thank you so much for sharing your story with
utility pioneers.

She's Brianna Wall at Oklahoma Electric Cooperative.

And I'm your host, Megan McKoy-Noe, at Pioneer Utility
Resources.

And until we talk again, keep telling your story.

Outro:
StoryConnect is produced by Pioneer Utility Resources, a
communications cooperative that is built to share your story.

StoryConnect is engineered by Lucas Smith of Lucky Sound Studio.