When Unitil, a provider of natural gas and electricity to more than 175,000 customers in New England, decided to develop a social media presence, the team took a thoughtful, measured approach that has paid dividends. By putting a sustainable plan in place, Unitil's social media has become a successful and manageable tool for its communications team; however, Unitil didn't shift from a disconnected utility to a social media savant overnight. As late as 2009, Unitil had no social media presence, and times were changing fast. With recent major storms still fresh in the minds of customers and state utility commissions, public utilities across the region-including Unitil-were facing a new reality: finding new, more effective ways to communicate storm information and restoration updates. It was time to get online and start talking.
展开▼
