The city of Memphis, TN, supplies its residents with utility services through Memphis Light Gas And Water, or MLGW. In order to keep Memphis citizens informed of MLGW’s progress during outages and keep an open line of communication, Memphis government utilized a combination of Twitter and the MLGW App. In addition to utilizing Twitter to spread public service announcements, citizens are able to directly interact with MLGW through its smartphone App. Using their service phone number and either the last four digits of their Social Security Number or their Account Number, citizens can view their bills, report outages, and take part in a number of other programs. In addition to gaining information from the organization, users can see a real-time service map populated by their reports providing information on power outages and predictions of service restoration. This allows for direct two-way communication between customers and MLGW, allows for spreading emergency information through alerts, and allows customers to identify immediate service concerns even when the power is out and phone lines are down.