The telecommunications content of state public utility commission Web sites: Remaining relevant in a changing marketplace

The role and continued relevance of state telecommunications regulators have been challenged by the development of competition, the introduction of new technologies, and the increasing dominance of federal authority. An important role that state utility commissions can play in the current telecommunications environment is to provide consumer education and information about consumer protection, competition, and universal service. Commissions can use their Web sites as effective tools in educating and informing consumers. This study analyzes the consumer-related telecommunications information included on the Web sites of the commissions in the 50 states and the District of Columbia to determine whether, and how well, state commissions are using their Web sites to educate and inform.