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Social Media in the Utilities Sector

SMi proudly presents its 5th annual Social Media in the Utilities Sector conference taking place on the 11th – 12th April 2016 in London, UK.

As social media continues to grow rapidly every year within the utility sector, companies need to identify the best approach and interaction techniques with the consumer in order to protect their brand and reputation. Coupled with this is how companies can provide high levels of customer service over social media in an easier and more cost effective way then traditional methods such as call centres.

Engaging with the public via social media is no longer a choice, in fact by 2020 about 95% of a utility’s bill paying customers will be fully digital savvy. Marketing strategy is no longer a case of ‘should I be on social media?’, but how it can transform a company’s digital presence and customer interaction.

The utility sector has always received bad press and a lack of respect from the public, however, social media offers companies are chance to amend these broken bridges and repair customer relationships. Consistency, transparency and honest are crucial, so this conference will focus on injecting personality into communications and formulating imaginative strategies.

NEW IN 2016:
The 2016 conference will discuss investment in to social media and how businesses should shape their online presence and develop strategies to harness social media. A key focus of this conference will be assessing how to make social media the centre of operations, not just a useful tool.

BENEFITS OF ATTENDING:
• Understand how digital marketing is key to business development
• Learn from case studies on crisis management and containment
• Discover how to create and manage your brand in an online environment
• Transform your business: make your organisation more social and cultivate a network of change
• Gain insight into social optimisation: unlock the potential of your data
• Benefit from roundtable discussions to benchmark against peers’ social media strategy

KEY SPEAKERS INCLUDE:
• Giuseppe Caltabiano, VP Marketing Integration - Content, Social Media, Schneider Electric
• Wendy Eyre, Social Media Manager, E.ON Energy UK /WCWC Ltd.
• Jane Goddard, Head of Marketing and Communications, Energy Saving Trust
• Conor Barron, Digital Communications Manager, Bord Gais Energy
• Alex Marshall, Group Marketing & Compliance Manager, Clarke Energy
• Phil Young, Head of Online, Transport for London
• Corinna Allen, Head of Communications, Southern Water Services Ltd Paul Sergeant, Online Community Manager, Ecotricity
• Laura Hopperton, Digital Content Manager, South East Water Ltd
• Angela Maher, Digital Communications Manager, Ofwat
• Lee Bryant, Founder, Postshift

11th - 12th April 2016
Holiday Inn Kensington Forum
97 Cromwell Rd,
London, SW7 4DN
www.socialmediautilities.com

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Social Media in the Utilities Sector

  1. 1. 11 -12 APRIL 2016 www.socialmediautilities.com Register online or fax your registration to +44 (0) 870 9090 712 or call +44 (0) 870 9090 711 HIGHLIGHTS FOR 2016: • Understand how social media is key to business development • Benefit from roundtable discussions to benchmark against peers’ social media strategy • Learn from case studies on crisis management and containment • Discover how to integrate social media into the rest of your business • Transform your business: Study how to make your organisation more social SMi Presents the 5th Annual Conference on… Social Media within the Utilities Sector Employing social media to transform your business and improve customer relationships BOOK BY 18TH DECEMBER AND SAVE £400 • BOOK BY 29TH JANUARY AND SAVE £300 • BOOK BY 29TH FEBRUARY AND SAVE £200 @SMiGroupUtilities #UtilitiesSocialMedia CHAIRS FOR 2016: • Giuseppe Caltabiano, Vice President Marketing Integration - Content, Social Media, PR Strategy, Schneider Electric • Wendy Eyre, Social Media Manager, E.ON KEY SPEAKERS INCLUDE: • Corinna Allen, Head of Communications, Southern Water Services Ltd • Phil Young, Head of Online, Transport for London • Marina Hunt, Manager Customer & Business Performance, ESB Networks • Jane Goddard, Head of Marketing and Communications, Energy Saving Trust • Laura Hopperton, Digital Content Manager, South East Water Ltd B: Joining Social Inside with Social Outside: Creating the Infinity Loop for 21st Century Organisations Hosted by: Cerys Hearsey, Lead Consultant, Postshift Ea Ryberg Due, Consultant, Postshift 13.30 – 17.30 A: Containing and Managing Crisis on Social Media Hosted by: Hannah Walsh, Senior Consultant, Hill+Knowlton Strategies 08.30 – 12.30 PLUS TWO INTERACTIVE POST-CONFERENCE WORKSHOPS I WEDNESDAY 13TH APRIL 2016 U-047 SM Utilities.indd 1 12/8/15 1:07 PM Holiday Inn Kensington Forum, London, United Kingdom Holiday Inn Kensington Forum, London, United Kingdom
  2. 2. C A SE STUDY Social Media within the Utilities Sector Day One | Monday 11th April 2016 8.30 Registration & Coffee 9.00 Chairman’s Opening Remarks Giuseppe Caltabiano, Vice President Marketing Integration - Content, Social Media, PR Strategy, Schneider Electric SOCIAL MEDIA – THE KEY TO SUCCESS FOR UTILITY COMPANIES KEYNOTE ADDRESS 9.10 Social media – what’s the point? • Case study of South East Water’s turnaround to become a social business • Challenges of getting senior management on board to understand the importance of it • Steps involved in the change process • Creating and updating your social media strategy Laura Hopperton, Digital Content Manager, South East Water Ltd 9.50 Devising an effective social media strategy • Social media on a shoestring – doing it well for less • Reinforcing your brand values on social and developing your voice • Engagement – breaking the cycle of complaints • Social media teams or teams that do social media? Paul Sergeant, Online Community Manager, Ecotricity 10.30 Morning Coffee 11.00 A walkthrough on crisis management • Case study of how a crisis panned out over social media • Handling the fallout – damage limitation or put your hands up? • Learning from your mistakes Session reserved for sponsor 11.40 Evaluating and measuring the success of your social media campaign • What is success and how is it achieved? • How to determine which metric of measurement is right for your organisation • How to reach and engage with the right customers on social media Conor Barron, Digital Communications Manager, Bord Gais Energy 12.20 Networking Lunch LOOKING AFTER YOUR CUSTOMERS IN AN ONLINE ENVIRONMENT 13.20 Customer engagement: Why social media is key • Exploring the successful Carbon Monoxide campaign and rebranding process • Customer engagement – using YouTube to turn a negative • Corporate buy-in • Where to next? Bernard Mooney, Customer Care Manager, Gas Networks Ireland 14.00 The customer is always right: Establishing customer relationships on social media • Find out how to respond and engage with your customers • Employing a multi-channel approach to customer service • The sky is the limit: Why you can never do too much for the customer on social media Marina Hunt, Manager Customer & Business Performance, ESB Networks 14.40 Integrating social into the wider digital customer experience • Ensuring synergy across your social media feeds • Why an integrated digital experience is now essential • How to ensure success when collaborating across your digital platforms Toni Calder, Marketing and Brand Manager, UK Power Networks 15.20 Afternoon Tea FORWARD THINKING – WHERE NEXT FOR SOCIAL MEDIA IN THE UTILITIES SECTOR? 15.50 What can the utilities sector learn from the transport sector? • Putting customers at the centre - TfL’s evolving customer strategy • Delivering authentic and human interaction at scale through social media • Where TfL are heading in digital and social media • Key learnings Phil Young, Head of Online, Transport for London PANEL DISCUSSION: 16.30 Social Media: Why the possibilities of data are endless • Turning data - big and small - into huge business opportunities • Unlocking the potential of your digital data • A guide to social intelligence Moderated by: Conor Barron, Digital Communications Manager, Bord Gais Energy Panelists: Toni Calder, Marketing and Brand Manager, UK Power Networks Laura Hopperton, Digital Content Manager, South East Water Ltd 17.10 Chairman’s Closing Remarks and Close of Day One Supported by Register online at www.socialmediautilities.com SPONSORSHIP OPPORTUNITIES SMi offer sponsorship, exhibition, advertising and branding packages, uniquely tailored to complement your company’s marketing strategy. Should you wish to join the increasing number of companies benefiting from promoting their business at our conferences please call: Andrew Gibbons on +44 (0) 20 7827 6156 or email agibbons@smi-online.co.uk U-047 SM Utilities.indd 2 12/8/15 1:07 PM into a positive for customers and Gas Networks Ireland
  3. 3. Social Media within the Utilities Sector Day Two | Tuesday 12th April 2016 8.30 Registration & Coffee 9.00 Chairman’s Opening Remarks Wendy Eyre, Social Media Manager, E.ON OPENING ADDRESS 9.10 Turn and face the changes: Regulating in the social age • The changing approach to regulation in the utilities sector • Changing perceptions of regulation over social media • How to navigate the changing environment? Angela Maher, Digital Communications Manager, Ofwat 9.50 Why we can’t afford to sit still: What’s next for social? • Key themes of social business • Employee advocacy • What is social sign in? Wendy Eyre, Social Media Manager, E.ON 10.30 Morning Coffee THE BIGGER PICTURE: BEYOND CUSTOMER SERVICE AND ENGAGEMENT 11.00 A social utility company • The social customer • How can social media drive corporate agility? • More than just a utility company • Engaging content outside of customer service Corinna Allen, Head of Communications, Southern Water Services Ltd 11.40 Creating a social company from the inside out • Connecting internal and external social engagement • How can social teams cultivate a network of change • How to encourage employee advocacy Lee Bryant, Founder, Postshift 12.20 Networking Lunch 13.20 B2B vs B2C – what’s the difference? • Distinguishing between the different wants and needs of your customers • The rules of engagement: How to adjust your social strategy for business customers • The internal and external use of digital and social media Giuseppe Caltabiano, Vice President Marketing Integration - Content, Social Media, PR Strategy, Schneider Electric 14.00 Brand management – the essential guide • Transforming the image of your brand • Content: What, where and why? • Digital asset management • Social media: The gateway to your online portfolio Jane Goddard, Head of Marketing and Communications, Energy Saving Trust 14.40 Delivery of a successful, in-company content, social media and public relations marketing programme in the energy sector • Integrating social media and marketing into a power engineering company setting • Understanding and measuring success • Case study of Clarke Energy’s social media success Alex Marshall, Group Marketing & Compliance Manager, Clarke Energy 15.20 Afternoon Tea PANEL DISCUSSION: 15.40 New horizons: Utilising digital marketing to enable business development • Using social media to research and unlock new customer markets • Unchartered territory – safely navigating new environments online • When to take risks and when to play it safe • Improving customer reach and retention Moderated by: Wendy Eyre, Social Media Manager, E.ON Panelists: Lee Bryant, Founder, Postshift Jane Goddard, Head of Marketing and Communications, Energy Saving Trust 16.20 Social media in choppy waters – sink or swim • How social listening can guide your approach • To engage or not to engage? • Focused on the customer and ‘Proving the Utility’ with social media customer care and customer communications • Managing criticism and moving forward Kevin Byrne, Social Media Specialist, Irish Water Richard O’Headhra, Channel Management and Analysis Specialist, Irish Water 17.00 Chairman’s Closing Remarks and Close of Day Two Hann Supported by Alternatively fax your registration to +44 (0)870 9090 712 or call +44 (0)870 9090 711 MARKETING OPPORTUNITIES Are you interested in promoting your defence services to a targeted industry sector? SMi offer tailored marketing packages so that your association/publication can gain access to a global market and key decision makers in the defence market. Contact Ina Luft on +44 (0) 20 7827 6732 or email iluft@smi-online.co.uk U-047 SM Utilities.indd 3 12/8/15 1:07 PM
  4. 4. Overview: The training session aims to provide participants with the confidence to handle scrutiny from social media users in the most challenging of circumstances and to test their incident response skills and familiarity with social platforms. Benefits of Attending: • Training from emergency response and crisis communications specialists • Practical exercise to test your response capability • Learn how to effectively manage and resolve crisis on social media • Opportunity to trial stress-test on behalf of your business Agenda 08.30 Registration and coffee 09.00 Opening remarks and introduction 09.15 Containing, managing and responding to crisis when it strikes • Best practice emergency and crisis management • How to do it – or not: Learning from others • How social media has changed issues management 09.45 Flight School (Crisis simulation) • How to use the Flight School simulation programme 10.05 Coffee and networking break 10.20 Flight School (Crisis simulation) • Practical simulation exercise based on a topical crisis scenario 12.00 Debrief • Learnings and feedback • Best practice recommendations 12.30 Close of workshop About the workshop host: Hannah Walsh is a senior consultant in Hill+Knowlton Strategies London’s Issues + Crisis team. A trained journalist with a background in consumer and corporate PR, she advises firms in various sectors on a wide range of reputation issues. She regularly provides senior counsel to UK-based and global clients, managing high profile issues and crises, focusing on reputation risk, corporate and brand positioning. In addition to providing issues and crisis counsel, Hannah also devises and delivers large-scale crisis simulations and trains companies in how to handle communications in the event of a crisis or emergency, as well as social media and community management. About the organisation: Hill+Knowlton Strategies Issues + Crisis Management team has unrivalled success in protecting and defending brands and organisations. We safeguard the reputation of our clients, who range from global brands, multinationals and public sector organisations to small independents, by deploying meticulous preparation, bespoke training and perfectly-pitched responses to a wide range of audiences. www.hkstrategies.com HALF-DAY POST-CONFERENCE WORKSHOP A Wednesday 13th April 2016 08.30am - 12.30pm Containing and Managing Crisis on Social Media Led by Hannah Walsh, Senior Consultant, Hill+Knowlton Strategies U-047 SM Utilities.indd 4 12/8/15 1:07 PM Holiday Inn Kensington Forum, London, UK
  5. 5. SMi Satellite and Communications Event Planner Overview: This workshop will explore the role of digital transformation in driving organisation’s to join together their internal and external social initiatives, the paradigm shift taking place in change management and the role of change agent networks in delivering iterative, responsive solutions to the organisations needs. Interactive exercises are used throughout the workshop to allow the leaders to share their experiences with others in the workshop, in addition to the examples explored by the facilitators. Benefits of Attending: • Learn about trends in digital transformation and change management • Assess the advantages to joining together internal and external social initiatives • Understand your role as a change agent in driving your organisation towards new capabilities • Explore how the role of a change agent can advance you towards leadership roles within your organisation Agenda 13.30 Registration and coffee 14.00 Opening remarks and introduction 14.25 Introduction to digital transformation • What is digital transformation? • The role of social technology inside and out • How digital transformation is changing how we think of organisations 14.45 Improving social on the outside, linking to social on the inside • Organising for social (outside > in) • Acting on customer voice (inside > out) • What new capabilities does an organisation need, that are not possible until social inside and outside are joined? • What structures, cultures and practices can we create when they are joined? 15.25 A new approach for organisational change • Current change programmes are broken • In search of a new model • Exercise: What barriers do you experience in your organisations when implementing change through social business? 15.45 Coffee and networking break 16.25 Building a network of change agents • What makes a successful change agent? • What do they need from the organisation to succeed? • Growing a wider network of support • Exercise: What tactics have you used to implement change in your teams and organisations? 16.45 Framework for delivery and measuring success • Creating org health measures • Gathering feedback on progress • Driving rapid, small-scale change in your organisation 17.00 Closing remarks 17.30 Close of workshop About the workshop hosts: Cerys Hearsey is the Lead Consultant at Postshift, and has implemented social initiatives, both internal and external at a range of organisations including Bosch, Bombardier Transportation, Schlumberger and Adidas. She has also helped organisations to build change agent networks to deliver organisational change and embed new ways of working. Ea Ryberg Due is the Consultant at Postshift focusing on digital transformation, social business strategy and organisational design. She has direct experience with clients across a range of different industries: manufacturing, financial services, telecommunications, entertainment, consumer goods, brand- and product development. About the organisation: Postshift is a research, software and consulting firm. We are dedicated to supporting global organisations engaged in delivering digital transformation, social business, and technology-enabled modernisation programmes. www.postshift.com HALF-DAY POST-CONFERENCE WORKSHOP B Wednesday 13th April 2016 13.30 - 17.30 Joining Social Inside with Social Outside: Creating the Infinity Loop for 21st Century Organisations Led by: Cerys Hearsey, Lead Consultant, Postshift Ea Ryberg Due, Consultant, Postshift U-047 SM Utilities.indd 5 12/8/15 1:07 PM Holiday Inn Kensington Forum, London, UK
  6. 6. SOCIAL MEDIA WITHIN THE UTILITIES SECTOR Main Conference: 11th and 12th April 2016, Holiday Inn Kensington Forum London, United Kingdom Post Conference Workshops: 13th April 2016 4 WAYS TO REGISTER FAX your booking form to +44 (0) 870 9090 712 PHONE on +44 (0) 870 9090 711 ONLINE at www.socialmediautilities.com POST your booking form to: Events Team, SMi Group Ltd, 2nd Floor South, Harling House, 47-51 Great Suffolk Street, London, SE1 0BS If you have any further queries please call the Events Team on tel +44 (0) 870 9090 711 or you can email them at events@smi-online.co.uk Payment: If payment is not made at the time of booking, then an invoice will be issued and must be paid immediately and prior to the start of the event. If payment has not been received then credit card details will be requested and payment taken before entry to the event. Bookings within 7 days of event require payment on booking. Access to the Document Portal will not be given until payment has been received. Substitutions/Name Changes: If you are unable to attend you may nominate, in writing, another delegate to take your place at any time prior to the start of the event. Two or more delegates may not ‘share’ a place at an event. Please make separate bookings for each delegate. Cancellation: If you wish to cancel your attendance at an event and you are unable to send a substitute, then we will refund/credit 50% of the due fee less a £50 administration charge, providing that cancellation is made in writing and received at least 28 days prior to the start of the event. Regretfully cancellation after this time cannot be accepted. We will however provide the conferences documentation via the Document Portal to any delegate who has paid but is unable to attend for any reason. Due to the interactive nature of the Briefings we are not normally able to provide documentation in these circumstances. We cannot accept cancellations of orders placed for Documentation or the Document Portal as these are reproduced specifically to order. If we have to cancel the event for any reason, then we will make a full refund immediately, but disclaim any further liability. Alterations: It may become necessary for us to make alterations to the content, speakers, timing, venue or date of the event compared to the advertised programme. Data Protection: The SMi Group gathers personal data in accordance with the UK Data Protection Act 1998 and we may use this to contact you by telephone, fax, post or email to tell you about other products and services. Unless you tick here □ we may also share your data with third parties offering complementary products or services. If you have any queries or want to update any of the data that we hold then please contact our Database Manager databasemanager@smi- online.co.ukorvisitourwebsitewww.smi-online.co.uk/updatesquotingtheURNasdetailedabove your address on the attached letter. Unique Reference Number Our Reference U-047 Terms and Conditions of Booking DELEGATE DETAILS Please complete fully and clearly in capital letters. Please photocopy for additional delegates. Title: Forename: Surname: Job Title: Department/Division: Company/Organisation: Email: Company VAT Number: Address: Town/City: Post/Zip Code: Country: Direct Tel: Direct Fax: Mobile: Switchboard: Signature: Date: I agree to be bound by SMi’s Terms and Conditions of Booking. ACCOUNTS DEPT Title: Forename: Surname: Email: Address (if different from above): Town/City: Post/Zip Code: Country: Direct Tel: Direct Fax: Payment must be made to SMi Group Ltd, and received before the event, by one of the following methods quoting reference U-047 and the delegate’s name. Bookings made within 7 days of the event require payment on booking, methods of payment are below. Please indicate method of payment: □ UK BACS Sort Code 300009, Account 00936418 □ Wire Transfer Lloyds TSB Bank plc, 39 Threadneedle Street, London, EC2R 8AU Swift (BIC): LOYDGB21013, Account 00936418 IBAN GB48 LOYD 3000 0900 9364 18 □ Cheque We can only accept Sterling cheques drawn on a UK bank. □ Credit Card □ Visa □ MasterCard □ American Express All credit card payments will be subject to standard credit card charges. Card No: □□□□ □□□□ □□□□ □□□□ Valid From □□/□□ Expiry Date □□/□□ CVV Number □□□□ 3 digit security on reverse of card, 4 digits for AMEX card Cardholder’s Name: Signature: Date: I agree to be bound by SMi’s Terms and Conditions of Booking. Card Billing Address (If different from above): DOCUMENTATION I cannot attend but would like to Purchase access to the following Document Portal/Paper Copy documentation. Price Total □ Access to the conference documentation on the Document Portal £499.00 + VAT £598.80 □ The Conference Presentations – paper copy £499.00 - £499.00 (or only £300 if ordered with the Document Portal) PAYMENT □ Book by 18th December to receive £400 off the conference price □ Book by 29th January to receive £300 off the conference price □ Book by 29th February to receive £200 off the conference price EARLY BIRD DISCOUNT VAT VAT at 20% is charged on the attendance fees for all delegates. VAT is also charged on document portal and literature distribution for all UK customers and for those EU customers not supplying a registration number for their own country there. CONFERENCE PRICES GROUP DISCOUNTS AVAILABLE I would like to attend: (Please tick as appropriate) Fee TOTAL COMMERCIAL ORGANISATIONSL ORGANISATIONS □ Conference 2 Workshops £2497.00 +VAT £2996.40 □ Conference 1 Workshop □ A □ B £1898.00 +VAT £2277.60 □ Conference only £1299.00 +VAT £1558.80 □ 2 Workshops only £1198.00 +VAT £1437.60 □ 1 Workshop only □ A □ B £599.00 +VAT £718.80 UTILITY COMPANIESL ORGANISATIONS □ Conference 2 Workshops £2097.00 +VAT £2516.40 □ Conference 1 Workshop □ A □ B £1498.00 +VAT £1797.60 □ Conference only £899.00 +VAT £1078.80 □ 2 Workshops only £1198.00 +VAT £1437.60 □ 1 Workshop only □ A □ B £599.00 +VAT £718.80 PROMOTIONAL LITERATURE DISTRIBUTION □ Distribution of your company’s promotional literature to all conference attendees £999.00 +VAT £1198.80 The conference fee includes refreshments, lunch, conference papers, and access to the Document Portal. Presentations that are available for download will be subject to distribution rights by speakers. Please note that some presentations may not be available for download. Access information for the document portal will be sent to the e-mail address provided during registration. Details are sent within 24 hours post conference. VENUE □ Please contact me to book my hotel Alternatively call us on +44 (0) 870 9090 711, email: events@smi-online.co.uk or fax +44 (0) 870 9090 712 Holiday Inn Kensington Forum, 97 Cromwell Road, London , SW7 4DN U-047 SM Utilities.indd 6 12/8/15 1:07 PM

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