Social Media in the Utilities Sector

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

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 -
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
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 -
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

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
Holiday Inn Kensington Forum, London, UK

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
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 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.
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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
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venue or date of the event compared to the advertised programme.
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□ Access to the conference documentation
on the Document Portal £499.00 + VAT £598.80
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(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
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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
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will be subject to distribution rights by speakers. Please note that some
presentations may not be available for download. Access information for the
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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

Social Media in the Utilities Sector

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