March 12, 2010

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Hello, World!

Hello, world!

I’m Ellen East, EVP and Chief Communications Officer at Time Warner Cable, and I’m really excited to introduce our new corporate blog, Untangled. For the past two years or so, we’ve been paying close attention to our customers on forums, blogs, Twitter and other social media platforms. We’ve really taken to heart a lot of the discussion we’ve seen about us, both positive and… shall we say “colorfully caustic.”

We’ve been engaging with customers on Twitter, emailing bloggers and customers and leaving comments on blogs. And overall, the response to our limited engagement’s been pretty good! Sometimes it’s been good like a warm and welcome handshake. Other times it’s been good like a particularly invigorating sparring session — great workout, worth doing, but left us limping.

Overall, our first social media forays have given us a lot to look at, a lot to think about, and made us realize that we can’t just sit back and let things happen without our active participation. Dialogue is better than monologue; conversation is better than sermonizing.

We want to be a more active part of an ongoing, ever-growing conversation. We’re starting this blog because we have a lot to say, and we want to say it directly to our customers.

If we have issues affecting our service, we want you to come here for the information and updates you need. We want to give you our opinion about public policies affecting our industry, updates on the good work we’re doing in our communities connecting kids to learning opportunities in math, science and technology, and the latest about new products and services we’re offering.

For example, did you know that we’ve launched a new Online Customer Care Team?

Or that we’re offering a commuter’s guide to avoiding nasty traffic in Southern California?

We want to introduce you to the great people of Time Warner Cable and show you how committed they are to connecting you with the information and entertainment you care about in ways that are simple and easy.

And you’d better believe that if one of our people rescues somebody from a burning building, you’re going to hear about it here.

Does it seem like our business is baffling and bewildering? We’re going to untangle all that for you. Feel free to chime in — let us know how we’re doing, what you want to hear, and how we can help. We’re looking forward to talking with you a lot more in the future.

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If you are having trouble or need assistance with your phone, cable, or broadband service, please contact our Online Care Team at twcable.help@twcable.com, or at @twcablehelp on Twitter.