Internet as a key tool for publics to communicate with organizations. The case of the Spanish energy sector

The Internet has become one of the key digital media in recent decades, and that has generated significant changes in communication between organizations and publics. The different digital tools favour greater communicative interaction between them. The aim of this article is to assess the level of use of digital platforms by public companies in the energy sector in Spain, compared with the use of traditional means. The results indicate that publics make uneven use of digital tools to communicate with the organizations. Moreover, publics are increasingly using these digital tools at the expense of conventional tools to communicate with companies.