In today’s interconnected world, technology enables us to engage with more stakeholders on a broader range of issues. We believe strongly in face-to-face engagement; it is the best way to build trust and to ensure that we are being heard and understood and that we are hearing and understanding others.

We began to venture into social media during 2010 to expand our reach and frequency of stakeholder contact. We can have discussions and also monitor the conversations that people are having about us This helps us to understand the issues and receive feedback about how our decisions and business strategy affect our customers. We compile and distribute a daily summary of social media “chatter” about AEP and key issues to AEP managers.

We now have a social media governance committee and policy, and more than 100 people across AEP are regularly and officially using Twitter, Facebook, YouTube and LinkedIn, among other networks. We “tweet” during power outages, for example, to give customers instant information about restoration efforts. During this winter’s massive ice and snow storm, more than 500,000 customers in Texas and Ohio were affected by power outages. Twitter and Facebook were integral parts of our customer communications efforts during these events. Our corporate Twitter account has nearly 800 followers (@AEPnews) and our sustainability director has a separate account with more than 300 additional followers (@Watts4U).

AEP and our operating companies were mentioned more than 17,000 times in social media arenas in 2010. The most discussed topics were company news (severance program, leadership changes, etc.), outages, rate cases, investor information, environmental issues and energy efficiency.

Legislators across the country also have begun using social media, blogs and other online tools to communicate with their constituents and advocate their positions. In some AEP jurisdictions, legislators have united with customers concerned about their rising electricity prices to voice their positions and create alliances, using some of the same online tools.

We held nine stakeholder meetings in 2010, most of them in person but some by phone. Our discussions focused on such issues as the cost of electricity, the future of coal , energy efficiency, environmental regulations, climate change, supply chain and our changing business model. We also published a mid-year update on our progress.

AEP, in partnership with the Columbus Housing Partnership, supported construction of this LEED home. Solar panels provide part of the home’s energy.