Online CSR dialogue:
facts and key words to engage
stakeholders
Hera Group’s online communications on corporate
social res...
4.2
Revenue
billion euros
2.8Gas sold
billion m3
3Population
served
million
6,481
Workforce
62%Public
shareholders
5.1
Was...
Our defining features
In our online communications, as in our CSR reports, we have
taken into account the fact that:
Gas
E...
How we have developed our online CSR
communications
In the last three years we have:
changed the publication date of our S...
… changed the publication date of our Sustainability
Report to coincide with our Financial Statements
In 2008 we completel...
… expanded our CSR content: now there is more
than just the Sustainability Report
Since 2007 our reports have been enhance...
… expanded our CSR content: the new
“Discover our waste-to-energy plants” section
This section provides
information in a m...
… expanded our CSR content: the new
“Discover our waste-to-energy plants” section
8/20
Focus on atmospheric
emissions: hal...
… expanded our CSR content: the new
“Discover our waste-to-energy plants” section
9/20
Use of interactive
graphics to show...
… expanded our CSR content: section on
drinking water quality
“Hera water
label” with data
on the quality of
the water
dis...
Social responsibility
projects and initiatives
can now be viewed not
only in the CSR
section, but also in all
the other se...
… published our CSR content in all sections of our
website
12/20
Our “Customers”
section showcases the
CSR projects and
in...
… made our CSR communications more engaging:
new features in the CSR section
Focus on targets and
performance for each
cat...
… made our CSR communications more engaging:
news and dates for your diary
14/20
In the first nine months of
2010 we publi...
… made our CSR communications more engaging:
video content
In the CSR section we
have uploaded 36
videos of the main
Susta...
… made our CSR communications more engaging:
focus on targets and results
We said we would do…, we have done…, we will do…...
… made our CSR communications more engaging:
sustainability newsletter
17/20
Since 2008 we have been
publishing VedoHera, ...
Sustainability Report now available on iPad 18/20
A few statistics about visits to our website 19/20
9
In the first
162,000
months of 2010 a total of
10%
with
of these rela...
20/20
Thanks for listening!
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Online CSR dialogue: facts and key words to engage stakeholders

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Hera Group’s online communications on corporate social responsibility
Filippo M. Bocchi, HERA S.p.A.
2nd Global Seminar Online CSR Communications
Milan, 21 October 2010

Published in: Business, Technology
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Online CSR dialogue: facts and key words to engage stakeholders

  1. 1. Online CSR dialogue: facts and key words to engage stakeholders Hera Group’s online communications on corporate social responsibility Filippo M. Bocchi, HERA S.p.A. 2nd Global Seminar Online CSR Communications Milan, 21 October 2010 1/20
  2. 2. 4.2 Revenue billion euros 2.8Gas sold billion m3 3Population served million 6,481 Workforce 62%Public shareholders 5.1 Waste treated million tons 257 Water sold million m3 Some important information for 2009: 2/20
  3. 3. Our defining features In our online communications, as in our CSR reports, we have taken into account the fact that: Gas Electricity Water Environmental services we are a multiutility (four services provided) we are addressing a variety of stakeholders we have close ties to the region 3/20
  4. 4. How we have developed our online CSR communications In the last three years we have: changed the publication date of our Sustainability Report to coincide with our Financial Statements expanded our CSR content published our CSR content on our entire website 4/20 made our CSR communications more engaging by: considerably increasing the frequency of new content showcasing projects and initiatives that are relevant to stakeholders focusing our attention on concrete targets and results seeking dialogue with stakeholders, despite only marginal use of social media
  5. 5. … changed the publication date of our Sustainability Report to coincide with our Financial Statements In 2008 we completely overhauled the interactive version of the Sustainability Report different navigation levels CEO video introduction interactive graphics extra content links for further details Page views have increased tenfold Key features: 5/20
  6. 6. … expanded our CSR content: now there is more than just the Sustainability Report Since 2007 our reports have been enhanced by new initiatives, some of which are available exclusively online “Discover our waste-to-energy plants” section Section on drinking water quality VedoHera sustainability newsletter Section on the recovery and destination of separated waste (under construction) A few examples: 6/20
  7. 7. … expanded our CSR content: the new “Discover our waste-to-energy plants” section This section provides information in a more simple and engaging way, with videos and animations on atmospheric emissions and on how each of the Group’s waste-to- energy plants work. Page views have tripled. 7/20
  8. 8. … expanded our CSR content: the new “Discover our waste-to-energy plants” section 8/20 Focus on atmospheric emissions: half-hour updates and record of daily averages for each plant.
  9. 9. … expanded our CSR content: the new “Discover our waste-to-energy plants” section 9/20 Use of interactive graphics to show how the emissions generated by each waste-to-energy plant compare with the legal and IEA limits.
  10. 10. … expanded our CSR content: section on drinking water quality “Hera water label” with data on the quality of the water distributed in each municipality we serve Focus on “In safe waters”, the annual report dedicated exclusively to drinking water quality 10/20
  11. 11. Social responsibility projects and initiatives can now be viewed not only in the CSR section, but also in all the other sections of our website. The most important projects and initiatives are shown on the website’s home page. … published our CSR content in all sections of our website 11/20
  12. 12. … published our CSR content in all sections of our website 12/20 Our “Customers” section showcases the CSR projects and initiatives relevant to this category of stakeholder.
  13. 13. … made our CSR communications more engaging: new features in the CSR section Focus on targets and performance for each category of stakeholder 13/20 FAQs and contacts Videos on key CSR projects and Sustainability Report presentation events (with testimonials from stakeholders) Online sustainability newsletter Focus on local CSR projects News on CSR initiatives and events
  14. 14. … made our CSR communications more engaging: news and dates for your diary 14/20 In the first nine months of 2010 we published 86 news articles on social responsibility initiatives We have introduced a section on CSR events involving Hera We have set up e-mail alerts and RSS feeds for news and upcoming events
  15. 15. … made our CSR communications more engaging: video content In the CSR section we have uploaded 36 videos of the main Sustainability Report presentation events. In 2009 alone, 750 people and 35 speakers attended these events. The videos also contain testimonials from stakeholders who spoke at the events. 15/20
  16. 16. … made our CSR communications more engaging: focus on targets and results We said we would do…, we have done…, we will do…: every year we set concrete, measurable targets for each stakeholder category every year we report back on the results achieved in a transparent way 16/20 the targets and results are easily accessible thanks to interactive graphics and brief synopses.
  17. 17. … made our CSR communications more engaging: sustainability newsletter 17/20 Since 2008 we have been publishing VedoHera, our online sustainability newsletter. To date we have published 8 issues and 12 updates, with a total of 44 articles and 62 brief news items. It is sent to 60 thousand people. The newsletter has proved to be an effective tool for dialogue on our CSR projects.
  18. 18. Sustainability Report now available on iPad 18/20
  19. 19. A few statistics about visits to our website 19/20 9 In the first 162,000 months of 2010 a total of 10% with of these relating to CSR news 9 In the first months of 2010 a total of 5,800contact forms were filled in there are 15 contact forms on the website 35,000views of the 184 videos available on the website and on YouTube page views were recorded for the news section 3 In the last years
  20. 20. 20/20 Thanks for listening!

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