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What You’ll Learn
From digital literacy classes for seniors to AI safety workshops for students, Hannah Patterson helps West Carolina and Upcountry Fiber build a smarter, safer online community. Her outreach programs partner with schools, libraries and local organizations to bring technology training to every age group—and she’s just getting started.
Guest Speaker
Hannah Patterson
Show Notes
Transcripts are lightly edited for clarity and readability.
Intro: StoryConnect, a Pioneer Podcast, helps you discover ideas to shape your stories and connect with your community. Love this episode? Follow StoryConnect on your favorite podcast platform and YouTube so you don't miss your next great idea.
Megan McKoy-Noe: What happens when a telecom turns classrooms into connection points? That's what we'll be talking about on this episode of The StoryConnect Podcast. I am your host, Megan McKoy-Noe, one of the storytellers here at Pioneer Utility Resources, and I am joined by Hannah Patterson, marketing and communications specialist at WC, West Carolina, and Upcountry Fiber in South Carolina. Now, we met Hannah at the Women in Telecom lunch, that was yesterday at Calix ConneXions. And I had to bring our conversation onto the podcast. I get excited folks know this about me. I get a little bit giddy. So thank you so much for taking a leap of faith and joining me on the podcast this morning. We're excited to have you.
Hannah Patterson: Of course. Good to be here.
Megan McKoy-Noe: Yeah. Well, our mutual friend, Mary Miller, said that you have been helping folks at every age group in your community, from kids to retirees, feel more confident online. Can you tell me a little bit about your digital literacy classes?
Hannah Patterson: Yeah. So this is something that we started in the beginning of 2024. It really stemmed from our TV rate increases. We felt, you know, it was a really big jump that year. So we felt it was important to help teach our customers the different options, you know, and what streaming is, how to do it, and the more affordable options that are out there.
Megan McKoy-Noe: So you took a challenge and rate increases, changes – and I know you have more changes planned down the line for that. So you took a challenge and made it an opportunity to connect in a new way.
Hannah Patterson: We did, yes.
Megan McKoy-Noe: I love this.
Hannah Patterson: And it was a great way to educate our customers on the TV business. You know, you hear a lot of complaints that our TV rates were crazy high, but you know.
Megan McKoy-Noe: People never complain.
Hannah Patterson: Being able to tell them that, you know, that wasn't necessarily our fault. We don't make money off of TV. It kind of helped them understand where we were at as a company and how we wanted to help them and why.
Megan McKoy-Noe: And you took it beyond that. So it's not just being defensive about rates, which I think some folks tend to get, but instead you turned it into learning and helping them grow. So what does a class look like?
Hannah Patterson: So we typically invite them into our office. We typically cap them around 30 people. It's just easier to have a smaller group, smaller setting to get some one-on-one time.
Megan McKoy-Noe: No mobs.
Hannah Patterson: No.
Megan McKoy-Noe: Good. That's a good lesson.
Hannah Patterson: I think we did that the first class, and we're like, okay, that was a lot. Let's try narrowing that down a little bit and making it a little more intimate. But we just invite them in, have coffee, cookies, you know, make it a fun experience, and then go through like a PowerPoint. That's our streaming class. I'll do a presentation over the overview of streaming. And then we have some of our technicians. They'll come in and talk about internet speed and how that affects streaming and all those technical terms. And just walk them through what that actually looks like on the TV. And we let them come up and play with it. If they want to, you know, mess around with it. A lot of people are scared that they'll break these kinds of things on their own. So yeah, it's been really cool to help teach these people and just get to know them.
Megan McKoy-Noe: Okay. What kind of an age range do you have in these classes?
Hannah Patterson: It's typically the elder demographic.
Megan McKoy-Noe: Okay.
Hannah Patterson: They're the ones who are on our cable TV wanting to make the change. So it is the older demographic, but we want to switch that to a younger generation, hopefully next year.
Megan McKoy-Noe: Which is what we were talking about. So you're taking this evolution of designing a class to meet a need in your community, and now you're looking for ways to expand that. We were joking yesterday about what kind of a session could really grab the attention and could get you into classrooms, because I think that's a challenge for folks. So we were talking about AI security, kind of to pair up for folks that use Bark, right, one of the Calix programs. To have more online security, what if you had digital literacy for kids with AI? Which I think is a really, I think it's going to be a big need. And I know my ten year old gets so excited every time she sees the possibilities – wow them, then warn them.
Hannah Patterson: Yes.
Megan McKoy-Noe: In a good way. Are you doing anything like that with the older demographics that are already coming to your office?
Hannah Patterson: We have plans for that next year.
Megan McKoy-Noe: Tell me about your plans.
Hannah Patterson: So we have actually created a whole schedule for like 14 classes next year and incorporating AI. And it is a conversation that has come up in our cybersecurity classes now. You know, a lot of these people are getting scammed through AI. And so, their approach to it is very scared, but we kind of want to do a class where we can teach them how they can use it in their everyday life while being on the safe side.
Megan McKoy-Noe: Okay.
Hannah Patterson: So I think, I think we're excited about that.
Megan McKoy-Noe: Oh, that's going to be fun. Now 14 classes throughout the year.
Hannah Patterson: Yes
Megan McKoy-Noe: It sounds, like, yay!
Hannah Patterson: Yes, it's a lot.
Megan McKoy-Noe: So you have the class. I mean, is it the same class that you're repeating? How long does the class last? How many folks at the utility are on board with this? Tell me about those details. Because I want to see, if I'm at a utility, I want to know how can I incorporate this level of education in. And this is your bread and butter, right? This is what you focus on at West Carolina.
Hannah Patterson: Yeah, so we usually block off two hours of time. It seems like a long time for classes, but they usually last an hour and then an hour for questions. People lingering.
Megan McKoy-Noe: A whole hour for questions!
Hannah Patterson: People love to stick around and talk.
Megan McKoy-Noe: Y'all are friendly at West Carolina.
Hannah Patterson: We are. But I mean, it's been a great way to build those connections too. But yeah, I mean, we block off a lot of time. We typically try to do two classes in one day just to get it out of the way. But yeah.
Megan McKoy-Noe: Crowd control. That's what that is.
Hannah Patterson: Exactly. But we have a lot of classes planned. We're planning on getting rid of our email service. So we're going to have to host, we're going to host classes to help teach them and have a hands on workshop of how to change your email, how to forward their email, all those kinds of things. More streaming, cybersecurity. We do classes for our Command IQ with Calix. So we have what we call our Wi-Fi X classes. We teach them about our router and the app and everything. And then we're going to incorporate AI.
Megan McKoy-Noe: So I'm curious, how do you get folks to come in?
Hannah Patterson: So we're very blessed, and we have a great open rate on our emails. And so –.
Megan McKoy-Noe: Like, how blessed are you?
Hannah Patterson: It's over 50%.
Megan McKoy-Noe: Oh, that's yeah.
Hannah Patterson: So people pay attention.
Megan McKoy-Noe: Blessed indeed.
Hannah Patterson: Yes we are. So I mean, as soon as we send out emails, people are responding to sign up. But we also have a lot of repeat attendees, which is very interesting. Once we started it, it started a little slow, but I think word got out from the people who attended and talked about how great it was and how they were so thankful that we did that. And now it's something that people continue to ask our customer service reps for, ask if we're hosting another class.
Megan McKoy-Noe: Do you ever I mean, if one of these classes are on streaming, and you're trying to make that easier, do you ever have member movie nights?
Hannah Patterson: [inaudible] Maybe we should.
Megan McKoy-Noe: Because I feel like that could be fun because I know folks love food.
Hannah Patterson: Yes.
Megan McKoy-Noe: And then if you bring folks together, you might not be able to do it at the telco. You might have to find another space.
Hannah Patterson: Probably.
Megan McKoy-Noe: But that could be a really fun way too, to build more connections with them. So you've established that there is a need that folks are excited about. They're asking your reps, hey, when can we have another class? Which is great. But how do you teach the classes? Who teaches the classes, and how do you get your staff to buy in? And so many questions I'm throwing at you, Hannah, but do your staff attend as well so that they can become champions for your programs in the community?
Hannah Patterson: Yeah, so we started with the streaming class. I primarily teach that with some of the other marketing folks. but then we got some buy in from our tech guys because they were like, we get so many calls about streaming and just all the different questions that they get in the back. And they are like, we want to be involved. We want to answer these questions. They had a lot of knowledge of what they needed to answer. And so we were very grateful that they participated. We also have a lot of our customer service reps will come just, you know, meeting people face-to-face and the customers remember, they're like, oh my gosh, like I've talked to you on the phone multiple times, and they love making those connections. Yeah. So we do, we have got a buy in from a lot of our team. And even our IT guys they brought up, hey, let's do a cybersecurity class. You know, that came from them, and that was what they wanted. And they're great sports about all the classes that we schedule for them, and they come and help teach us. So it's great.
Megan McKoy-Noe: I love that. So you've got streaming classes, you have cybersecurity classes. What else am I missing?
Hannah Patterson: Our Wi-Fi X class.
Megan McKoy-Noe: Wi-fi X class.
Hannah Patterson: Yes.
Megan McKoy-Noe: Yes. Where you're helping them with Command IQ and knowing how to take the reins of Wi-Fi in their home, right. What else? That's three.
Hannah Patterson: That's all we're currently doing. We have plans for email and AI.
Megan McKoy-Noe: Email and AI in 2026. Which is almost here, which is just crazy.
Hannah Patterson: Gearing up for it.
Megan McKoy-Noe: Okay. So are you offering any incentives to folks that attend? Is there food? Is there a reason that they keep coming back besides just loving to hang out with y'all?
Hannah Patterson: Yeah. We really don't offer any incentives. I mean, we provide cookies and coffee.
Megan McKoy-Noe: I mean.
Hannah Patterson: But I mean, that's always like a surprise to them. They're so grateful for that. But I think they just love coming and connecting with us, especially in our Upcountry area. We put a large focus on that area this year since we're still new up there.
Megan McKoy-Noe: And that's in North Georgia, right?
Hannah Patterson: That is in upstate South Carolina.
Megan McKoy-Noe: Upstate South Carolina. See, now I get with Upcountry.
Hannah Patterson: Yes.
Megan McKoy-Noe: I'm always trying to figure that out. Okay.
Hannah Patterson: But we have multiple people come back, and we had this one lady telling us all about her life's story, that she travels. She had a she-shed where she does her sewing out of. And we got her connected with WiFi out there.
Megan McKoy-Noe: You connected her she-shed?
Hannah Patterson: We did, and we actually did a story –
Megan McKoy-Noe: Have you connected man caves as well because the – ?
Hannah Patterson: Probably.
Megan McKoy-Noe: I like so, but you did a story on the she-shed.
Hannah Patterson: We did.
Megan McKoy-Noe: It's hard to say five times fast, but you did that in your Connections magazine.
Hannah Patterson: Yes,
Megan McKoy-Noe: I love that.
Hannah Patterson: We did. And so it was awesome getting to talk to her, getting her connected. She came back and brought us some of her pieces that she made, you know. So people just love to be able to come and to a local place and meet us.
Megan McKoy-Noe: Well, and as things get more and more digital, more and more online, I think it's so important to reinforce those one-on-one connections with people. And these training classes sound like they are really nice way to do that. What do you call them?
Hannah Patterson: Call them our digital literacy classes, just kind of like an educational series.
Megan McKoy-Noe: Do they have their own branding or anything or is it just?
Hannah Patterson: No.
Megan McKoy-Noe: Okay.
Hannah Patterson: Nope, just our branding.
Megan McKoy-Noe: I always like to check because you never know. And you just get it across through, do you give your CSRs, like, outlines of what's coming up and include them every year and get them excited about what the offerings are going to be?
Hannah Patterson: We do. So we send that out to them so they have all the information. That way when they're talking to people and they're frustrated with something, it's, hey, why don't you come to our class and learn?
Megan McKoy-Noe: They have an answer.
Hannah Patterson: Yes.
Megan McKoy-Noe: Are you recording any of these classes?
Hannah Patterson: We haven't recorded them, but we do have online tutorials where we voice recorded the classes, and so we have them available online that way.
Megan McKoy-Noe: That's nice. I like that you pair the two together.
Hannah Patterson: Yes.
Megan McKoy-Noe: All right. So last question before I let you go. I know the general session is going to get going in just a moment. If anyone wants to start up a program like this at their utility, where should they start?
Hannah Patterson: I think by understanding what your customers need. Is it streaming? Is it cybersecurity? You know, what do they need, and how can you give them the right resources?
Megan McKoy-Noe: Do you all share the presentations that you've built?
Hannah Patterson: Absolutely.
Megan McKoy-Noe: Oh yeah. So if folks are interested in seeing the training and seeing if they can take that and make it their own, how can they do that?
Hannah Patterson: They can contact me.
Megan McKoy-Noe: Oh, you're the best.
Hannah Patterson: My email is hannah.s.patterson@wctel.com, so email me, and I can send you over the presentations.
Megan McKoy-Noe: Oh, you are the best. I love, I love telcos, I love working with co-ops because it's all one big happy family. All right. Well, Hannah, thank you so much for sharing your story with utility pioneers. She is Hannah Patterson at West Carolina and Upcountry Fiber. And I'm Megan McKoy-Noe at Pioneer Utility Resources. And until we talk again, keep telling your story.
Outro: StoryConnect is a production of Pioneer Utility Resources. Send questions to hello@pioneer.com and learn more about our member-owned marketing agency at pioneer.coop.