According to the utilities that participated in the 2011 E Source Utility Social Media Survey, Avista is the top utility when it comes to using social media. To find out how utilities are using social media, E Source conducted its second national social media survey in early 2011. The electric, gas, water and combination utilities that participated in the survey were asked which utilities they considered to be social media leaders. The top-ranked utilities are:

Public Utilities: Salt River Project, Memphis Light, Gas and Water Division; Public Service of New Hampshire; Nashville Electric Service; and Austin Energy.

Investor-Owned Utilities: Avista Utilities; Duke Energy; Pepco; Pacific Gas and Electric; American Electric Power; Southern Company; Idaho Power; and Dominion.

The survey included questions about social media business drivers, tools, staffing and governance. “Hundreds of utilities are now using social media in their communication, marketing, Web and, in some cases, customer service strategies,” said Matthew Burks, senior manager of E Source Mass-Market Services. “The most successful utilities see the long-term implications of this channel and are investing the time, staff and infrastructure to integrate it into their daily operations.”

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