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Social Intelligence: Harnessing the True Power of Social Media

Apr 24, 2014
From the Global Energy Institute

Utilities and their customers exchange critical information during crises, natural disasters, power outages and other black swan events, thanks to the ubiquity of social media and its growing role in B-to-C communication.

In some states, regulators require utilities to use social media to keep customers informed about outages and restoration of power. For example, earlier this year, the New Jersey Board of Public Utilities issued a mandate requiring utilities to use social media to report on outages and restoration of power.

This article was published in the April 2014 issue of Public Utilities Fortnightly and appears here with permission.

Read Social Intelligence: Harnessing the true power of social media