social media in the utilities sector

11 -12 APRIL

2016

www.socialmediautilities.comRegister 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 SectorEmploying 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, PostshiftEa 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

CASESTUDY

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 mediaMarina 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 intelligenceModerated by: Conor Barron, Digital Communications Manager, Bord Gais EnergyPanelists: 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 Alternatively fax your registration to +44 (0)870 9090 712 or call +44 (0)870 9090 711

SPONSORSHIP OPPORTUNITIESSMi 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 [email protected]


into a positive for customers and Gas Networks Ireland

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

Containing and Managing Crisis on Social Media

Led by Hannah Walsh, Senior Consultant, Hill+Knowlton Strategies

Supported by

Register online at www.socialmediautilities.com Alternatively fax your registration to +44 (0)870 9090 712 or call +44 (0)870 9090 711

MARKETING OPPORTUNITIESAre 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 [email protected]


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

Agenda08.30 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 AWednesday 13th April 2016

08.30am - 12.30pm

Containing and Managing Crisis on Social Media

Led by Hannah Walsh, Senior Consultant, Hill+Knowlton Strategies

Alternatively fax your registration to +44 (0)870 9090 712 or call +44 (0)870 9090 711


Holiday Inn Kensington Forum, London, UK

SMi Satellite and CommunicationsEvent 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

Agenda13.30 Registration and coffee14.00 Opening remarks and introduction14.25 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 organisations14.45 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 break16.25 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

organisation17.00 Closing remarks17.30 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 BWednesday 13th April 2016

13.30 - 17.30

Joining Social Inside with Social Outside: Creating the Infinity Loop for

21st Century OrganisationsLed by: Cerys Hearsey, Lead Consultant, Postshift

Ea Ryberg Due, Consultant, Postshift


Holiday Inn Kensington Forum, London, UK

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 [email protected]

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.

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Unique Reference Number

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DOCUMENTATIONI 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

VATVAT 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

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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 hotelAlternatively call us on +44 (0) 870 9090 711, email: [email protected] or fax +44 (0) 870 9090 712

Holiday Inn Kensington Forum,97 Cromwell Road, London , SW7 4DN
