Keeping customers informed when extreme cold threatens grid reliability

Extreme cold puts additional pressure on electric grids. As temperatures drop, heating demand increases, equipment faces more challenging operating conditions, and utilities must balance growing electricity needs with available generation and transmission capacity. When these factors converge, even a well-prepared grid can face significant operational challenges.

For utilities, preparing for extreme cold involves more than maintaining infrastructure and coordinating field crews. It also means preparing customers. Clear, proactive communication can help customers understand changing conditions, make informed decisions about their energy use, and respond when utilities call for conservation.

While customer communications cannot prevent every disruption, they can play an important role in supporting demand response efforts, reducing unnecessary strain during peak demand periods, and keeping communities informed when grid reliability is at risk.

Why extreme cold creates challenges for grid reliability

Extreme cold can affect nearly every part of the electric system. Residential and commercial heating demand can increase significantly as temperatures fall, creating periods of elevated electricity consumption. At the same time, freezing temperatures can affect power generation equipment, fuel supplies, and transmission infrastructure.

The North American Electric Reliability Corporation (NERC) identifies extreme cold as a significant risk to bulk power system reliability, particularly because it can affect both electricity demand and the availability of generating resources.¹

These conditions make preparation and coordination especially important. Utilities must anticipate potential demand increases, monitor system conditions, and communicate with customers and other stakeholders as situations develop.

Customer participation can also be an important part of the response. Through demand response programs and voluntary conservation efforts, customers can temporarily reduce or shift electricity use during periods of high demand. The Federal Energy Regulatory Commission (FERC) recognizes demand response as a resource that can help support electric system reliability when supply is constrained.²

However, these efforts depend on customers knowing when action is needed and understanding what they can do.

Start communicating before extreme cold arrives

When extreme weather is in the forecast, utilities have an opportunity to get ahead of customer questions and prepare communities for potential impacts.

Rather than waiting until demand reaches critical levels or service disruptions occur, utilities can use advance communications to share information about changing conditions, explain potential grid impacts, and provide practical recommendations.

Pre-event communications can include:

• Energy conservation reminders: Encourage customers to reduce nonessential electricity use during anticipated peak demand periods.
• Demand response program notifications: Remind enrolled customers about upcoming events, participation requirements, and available incentives.
• Winter preparation guidance: Share information about home heating efficiency, weatherization, and other steps customers can take to prepare.
• Potential service impacts: Explain what customers may experience if grid conditions deteriorate, including the possibility of controlled outages or service interruptions when applicable.
• Communication expectations: Let customers know where to find updates and how the utility will communicate if conditions change.

The timing of these messages matters. Customers who receive information in advance have more time to prepare, understand their options, and make adjustments to their energy use.

Utilities should also consider segmenting communications based on customer needs, location, and program participation. For example, customers enrolled in demand response programs may need specific instructions, while customers in areas facing greater weather exposure may benefit from more localized preparation updates.

When targeting customers for messaging to support grid reliability, it is important to be able to segment out communications in order to deliver the right message at the right time. On utility, using Convey's solutions, created 56 different journeys for customers based on location and need over a period of 146 days.

Help customers understand their role in grid stability

Customer conservation is not a replacement for utility infrastructure investments or system-level reliability planning. However, coordinated reductions in electricity use can help moderate demand when the grid is under pressure.

This is particularly important during periods when extreme cold drives heating demand to unusually high levels.

Utilities can use customer communications to explain why conservation matters and provide specific actions customers can take. Depending on system conditions and utility guidance, these may include:

• Lowering thermostats slightly when it is safe and appropriate to do so.
• Delaying the use of major appliances during peak demand periods.
• Turning off nonessential lighting and electronics.
• Participating in utility-sponsored demand response programs.
• Shifting flexible electricity use to periods when demand is lower.

Messages should be specific, timely, and easy to act on. Rather than sending a general request to conserve energy, utilities can explain when conservation is most important, which actions will be most helpful, and how long customers should expect to participate.

This approach helps customers understand that their participation is part of a broader effort to balance electricity supply and demand.

Keep communication consistent as conditions change

Even with advance preparation, extreme cold events can develop quickly. Forecasts change, system conditions evolve, and utilities may need to adjust their response as new information becomes available.

That makes ongoing communication just as important as the initial preparedness message.

During an event, utilities should be prepared to communicate:

• Changes in grid conditions and conservation requests.
• Updates about demand response events and participation instructions.
• Potential or active service interruptions.
• Safety information and guidance for customers experiencing outages.
• Restoration updates and changes to estimated restoration times.

Using multiple communication channels helps utilities reach customers with different preferences and accessibility needs. SMS, email, voice notifications, and digital channels can work together to deliver timely information and reinforce important messages.

Consistency is equally important. Customers should receive accurate, coordinated information regardless of which channel they use to interact with their utility. Centralizing communication workflows can help teams manage updates across channels while reducing the manual effort involved in responding to rapidly changing conditions.

Connect operational signals to proactive customer communication

One of the challenges utilities face during extreme weather is connecting information across systems and turning it into timely customer outreach.

Weather forecasts, advanced metering infrastructure (AMI) data, outage management systems, and customer program information can all provide valuable signals. When these systems operate independently, however, it can be difficult for utility teams to translate those signals into coordinated communications.

An integrated engagement strategy can help bridge that gap.

ConveyIQ, the engagement operating system for utilities and regulated industries, connects operational signals with intelligent customer workflows. By bringing information from systems such as AMI, billing, outage management, and weather sources into coordinated workflows, utilities can move beyond reactive notifications and engage customers based on changing conditions.

For example, utilities can use automated workflows to:

• Identify customers who may benefit from targeted conservation reminders.
• Trigger communications when weather forecasts indicate potential grid stress.
• Notify enrolled customers about demand response opportunities.
• Coordinate updates across SMS, email, voice, and other communication channels.
• Deliver relevant information based on customer location, preferences, and circumstances.

These capabilities help utilities move from isolated notifications to more connected customer communication strategies. Teams can spend less time coordinating individual messages and more time managing the operational response.

Make communication part of winter grid readiness

Extreme cold will continue to challenge utilities as they work to maintain reliable service and meet changing customer demand. While investments in infrastructure, generation, and system planning remain essential, customer communication deserves a place in the broader winter readiness strategy.

By communicating before events, providing clear conservation guidance, and maintaining consistent updates as conditions change, utilities can help customers understand their role in supporting grid reliability.

Preparation is not just about what utilities do when the temperature drops. It is also about making sure customers know what to expect and how they can respond before conditions become critical.

Explore the Winter Prep Playbook for additional strategies to prepare your teams, strengthen customer communications, and navigate winter events.

Frequently asked questions

How does extreme cold affect grid reliability?

Extreme cold can increase electricity demand as customers rely more heavily on electric heating. It can also affect power generation equipment, fuel supplies, and transmission infrastructure. When increased demand coincides with reduced resource availability, utilities may face additional challenges maintaining a reliable supply of electricity.

How can customer communication support grid stability?

Proactive communication helps customers understand when electricity demand is elevated and what actions they can take to reduce or shift their energy use. When coordinated with utility demand response and conservation programs, these efforts can help moderate peak demand and support system reliability.

Why should utilities communicate before extreme cold events?

Advance communication gives customers time to prepare, understand potential service impacts, and make adjustments to their energy use. It also allows utilities to explain demand response participation requirements and establish expectations for how updates will be delivered if conditions change.

What should utilities communicate during periods of high electricity demand?

Utilities should share timely information about grid conditions, conservation requests, demand response events, potential service interruptions, and safety guidance. Messages should include clear instructions and explain when customers should take action.

Which communication channels should utilities use during extreme weather?

A coordinated strategy can include SMS, email, voice notifications, websites, mobile applications, and other digital channels. Using multiple channels helps utilities reach customers with different communication preferences and reinforces important information.

How can automation improve utility communications during extreme cold?

Automated workflows can connect operational data, weather information, and customer records to trigger relevant communications. This helps utilities deliver timely, targeted messages, coordinate updates across channels, and reduce manual communication tasks during high-pressure events.

What is the role of demand response in winter grid reliability?

Demand response encourages customers to temporarily reduce or shift electricity use when demand is high or system reliability is threatened. Utilities can use proactive communications to notify participants, explain requested actions, and encourage participation during critical periods.

References

1. North American Electric Reliability Corporation (NERC). Cold Weather Risk Mitigation.
2. Federal Energy Regulatory Commission (FERC). Demand Response.