Five American Gas Association (AGA) member companies are among the utilities that received the highest rankings in E Source’s Top Utilities Using Social Media Survey.
More than 50 natural gas and electric utilities in the United States and Canada were surveyed by E Source to discover the latest trends and best practices in utility social media use, as well as to identify the industry leaders in evolving communication tools.
AGA is proud to congratulate the following member companies:
This year’s survey included new strategic questions designed to reveal what the utility industry is executing well when it comes to social media, as well as where there is room for improvement. Survey respondents said they were particularly impressed with Dominion’s relevant content, outage communications and use of images.
From the data, E Source concluded:
• More than 25 percent of participating utilities employ 1.6 or more full-time employees for social media activities. This represents an increase of 7 percent over 2012 and 10 percent over 2010.
• Utility regulatory commissions are starting to take notice. In 2013, 16 percent of participating utilities were required to report social media interactions to their commissions, indicating steady growth from 2012.
• Over the past two years, utilities have made significant progress toward proactively funding social media channels, but compared to more-traditional outreach channels, investment is anemic. In 2013, much of the social media budget is spent on monitoring and management software and services, not on channel growth.
AGA member companies are increasingly turning to social media to connect with their customers in a more personal manner, from communicating outages or emergencies, to delivering corporate communications messaging, to offering direct customer service.
Click here for more information about the 2013 E Source Utility Social Media Survey.