Building a Social Roadmap for the Smart Grid
Peter C. Honebein,
Roy F. Cammarano and
The Electricity Journal, 2011, vol. 24, issue 4, 78-85
The utility industry has done a relatively good job of establishing technical roadmaps for the Smart Grid. What's needed now is a social roadmap, which provides direction for how people should use the Smart Grid. With a social roadmap, three things are clear: we must understand the customer experiences, we must transform the customer relationship, and we must drive customer engagement.
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