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What the Heck Is Sustainability? A Primer for Utilities
Part 1
April 3, 2012
We're starting a many-part series of blog posts on sustainability for the utility industry. Why? Because we agree wholeheartedly with Jon Wellinghoff, who said, “Utilities must change or die.”
Content type: E Source Blog | Document ID: ES-Blog-4-3-12-SustainabilityPrimer | Author: Justin Rickard - Research Manager, Kevin Vranes - Director of Energy Management Services
PowerWalking 2011: Man on the Street Energy Interviews
September 20, 2011
The latest installment in our series of PowerWalking videos.
Content type: Powerwalking | Document ID: PW-2011 | Author: Bill LeBlanc
PowerWalking 2009: Man on the Street Energy Interviews
September 22, 2009
What do people really know about energy and electricity? Not much. We hit the streets asking questions such as: What do you do to save energy? What is a kilowatt? How much does a pound of carbon dioxide weigh? The answers are interesting and funny.
Content type: Powerwalking | Document ID: PW-2009 | Author: Bill LeBlanc
How E Source Tweets with Twitter
Web Conference
August 11, 2009
Find out how E Source is using Twitter and what lessons we have learned in getting started. Plus, you’ll learn how to decode tweets and see what some utilities are doing in the Twitterverse.
Download presentation (PDF)
Play audio and video (streaming video)
Content type: Web Conference | Document ID: Forum-WC-8-09-Twitter | Author: Kathleen Burns
How E Source Tweets with Twitter
Recording
August 11, 2009
This is the web conference recording.
Content type: Recording | Document ID: Forum-WC-8-09-Twitter-R | Author: Kathleen Burns
How E Source Tweets with Twitter
Slides
August 11, 2009
These are the web conference slides.
Content type: Slides | Document ID: Forum-WC-8-09-Twitter-SL | Author: Kathleen Burns
Utility Crisis Communications: Why You Need to Practice Your Plan
An E Source Roundtable Discussion
April 6, 2009
After Memphis Light, Gas & Water was blindsided by a political scandal and media firestorm, it took the unusual step of holding crisis-communications drills for its communications team. It also changed the way it worked with the local news media. The result? Better, more balanced news coverage.
Content type: Focus Report | Document ID: UCS-F-6 | Author: John Egan
Utility Crisis Communications: Practicing Your Plan
Web Conference
February 11, 2009
Learn how one utility handled a scandal involving the executive suite and get best practices for creating a crisis communications plan that you can execute quickly the next time a crisis hits your business.
Play audio and video (streaming video)
Download Presentation (4971 KB PDF)
Content type: Web Conference | Document ID: UCS-WC-2-09 | Author: John Egan
Utility Crisis Communications: Practicing Your Plan
Slides
February 11, 2009
These are the web conference slides.
Content type: Slides | Document ID: UCS-WC-2-09-SL | Author: John Egan
Utility Crisis Communications: Practicing Your Plan
Recording
February 11, 2009
This is the web conference recording.
Content type: Recording | Document ID: UCS-WC-2-09-R | Author: John Egan
Show and Tell
How Utilities Convey Corporate Citizenship Through Charitable Giving
August 1, 2008
Charitable giving is one way to protect your corporate brand from potential damage when public relations challenges arise. Find out how communicating that you care can help your utility proactively manage its corporate image.
Content type: Research Brief | Document ID: UCS-RB-2 | Author: Kim Knox
Managing Through Merger
MAS Summit 2008
May 1, 2008
In this candid review of the key issues faced by multiple Midwest utilities as they formed Integrys Energy Group, we learn that while different companies may have significantly different cultures, the focal point is always to build or repair customer satisfaction.
Content type: Account Management Summit, Slides | Document ID: MAS-STC-5-08_BP_Agamaite | Author: Scott Agamaite, Wisconsin Public Service
Driving Customer Satisfaction with More Effective Communications
An E Source Roundtable Discussion
November 1, 2007
Customer satisfaction continues to be a hot-button issue for utilities. The J.D. Power and Associates customer satisfaction surveys now include a specific component for "communications," which accounts for 15 to 21 percent of residential utility customer satisfaction.
Content type: Focus Report | Document ID: UCS-F-1 | Author: John Egan
E Source Small Business Video Series: I Want to Save Energy, Now Stop Bothering Me
October 15, 2007
We visit a microbrewery and ask them about what makes their company run effectively and also how they use energy. This small business really does care about energy, but managers rarely have time to think about it. They notice energy mostly when there's a problem, but they're also willing to listen ...
Content type: Recording
PowerWalking 2007: Man on the Street Energy Interviews
September 18, 2007
For the third installment of the PowerWalking series, we travel to the popular tourist cities of Chicago and Washington, DC, where we find people to talk to from all over North America. Everyone seems to want to talk about energy and the environment in 2007, but sometimes what they believe is true can ...
Content type: Powerwalking | Document ID: PW-2007 | Author: Bill LeBlanc
Improving Utility Customer Satisfaction with More Effective Communications
September 12, 2007
Communications now accounts for about 15 percent of residential electric and gas utility customer satisfaction. Find out how effective communications can boost your customer satisfaction performance.
Content type: Recording | Author: Andrew Heath
Improving Utility Customer Satisfaction with More Effective Communications
September 12, 2007
Communications now accounts for about 15 percent of residential electric and gas utility customer satisfaction. Find out how effective communications can boost your customer satisfaction performance.
Content type: Slides | Author: Andrew Heath
Price Increase Communications: Turning Lemons into Lemonade
Forum 07 presentation
September 1, 2007
A panel of communicators discuss what their organizations are doing to prevent price increases from sinking customer satisfaction and creating a public outcry against the utility.
Content type: Forum, Slides | Author: John Egan
Mass-Media Mania
Forum 07 presentation
September 1, 2007
We explore a potpourri of creative ideas for getting utility messages out to customers. Innovative approaches include using television shows, YouTube and other Internet video options.
Content type: Forum, Slides | Author: Chris Dierker and Doug Craig
Mass-Media Mania
Forum 07 presentation
September 1, 2007
We explore a potpourri of creative ideas for getting utility messages out to customers. Innovative approaches include using television shows, YouTube and other Internet video options.
Content type: Forum, Slides | Author: Robin Sempf
Price Increase Communications: Turning Lemons into Lemonade
Forum 07 presentation
September 1, 2007
A panel of communicators discuss what their organizations are doing to prevent price increases from sinking customer satisfaction and creating a public outcry against the utility.
Content type: Forum, Slides | Author: Ed Clark
Price Increase Communications: Turning Lemons into Lemonade
Forum 07 presentation
September 1, 2007
A panel of communicators discuss what their organizations are doing to prevent price increases from sinking customer satisfaction and creating a public outcry against the utility.
Content type: Forum, Slides | Author: Nelson Ross
Wait! Before You Raise Rates...
Part 2: Tactical Tips to More Effectively Communicate
April 30, 2007
Utility electric and gas prices are on the rise, but that doesn't have to hurt a utility's residential customer satisfaction, providing the utility can explain the increase in terms its customers understand and accept. In this report we examine best practices in utility price-increase communications ...
Content type: Focus Report | Document ID: RES-F-20 | Author: Kelsie Bell, John Egan, Josh Haney
Improving Your Customer's Utility Experience
April 25, 2007
Your mass-market customer's experience with his or her utility is composed of two different but equally rich data sets: objective functional elements and subjective emotional elements. Most utilities pay close attention to the objective functional elements, such as the average price per kilowatt-hour ...
Content type: Recording | Author: John Egan
Improving Your Customer's Utility Experience
April 25, 2007
Your mass-market customer's experience with his or her utility is composed of two different but equally rich data sets: objective functional elements and subjective emotional elements. Most utilities pay close attention to the objective functional elements, such as the average price per kilowatt-hour ...
Content type: Slides | Author: John Egan
ABCs and kWh's
Educating Future Customers Through K-12 Outreach
April 19, 2007
Many energy providers are using innovative methods for reaching the education sector. Within the K–12 segment, there are numerous opportunities to creatively and cost-effectively engage teachers, students, and parents—and through them, the broader community as well. In this report, we ...
Content type: Core Report, Service Report | Document ID: MS-2 | Author: Kelsie Bell, Gwen Farnsworth
Wait! Before You Raise Rates...
Part 1: Strategic Steps to Take Prior to Raising Residential Energy Prices
March 30, 2007
Residential customers across North America are paying more for their electricity and natural gas these days, for various reasons. But the rules of the communications game have changed markedly since the last time many utilities raised rates 10 or 20 years ago. Utility leaders may be keenly aware of ...
Content type: Focus Report | Document ID: RES-F-19 | Author: Kelsie Bell, John Egan, Josh Haney
Smart Practices to Better Serve Low-Income and Payment Challenged Customers
E Source Symposium
February 27, 2007
The special needs of low-income and payment-challenged customers are receiving extra attention now, driven by increasing energy bills and a steady rise in the number of working poor. Some utilities have been able to work collaboratively with their financially "at-risk" customers, either by introducing ...
Content type: Slides, Symposiums | Author: Sharon Rogers
Rate Case Market Research: A Sequel
E Source Symposium
February 27, 2007
PPL Electric Utilities (PPL EU) has perennial top-tier customer satisfaction scores and is one of a select group of utilities whose residential scores either remained steady or increased modestly after they announced a price increase. In this detailed case study, Don Frazier, manager of marketing research ...
Content type: Slides, Symposiums | Author: Don Frazier
Rate Case Market Research: A Sequel
E Source Symposium
February 27, 2007
PPL Electric Utilities (PPL EU) has perennial top-tier customer satisfaction scores and is one of a select group of utilities whose residential scores either remained steady or increased modestly after they announced a price increase. In this detailed case study, Don Frazier, manager of marketing research ...
Content type: Slides, Symposiums | Author: Don Frazier
