Joy Herbers researches, writes, and edits reports across all E Source services. As the company’s content strategist, she leads enterprise-wide content strategy initiatives. Before teaming with E Source, Joy worked as an editor and copywriter at a business-to-business (B2B) marketing firm whose clients included IBM, SAP, and Cisco. She holds a BA in English with a minor in French from the University of California at Davis.

Content by this author

5 steps to crafting an apology that builds customer loyalty

Joy Herbers
February 22, 2021

It wasn’t a great week for apologies. Just ask Ted Cruz. As Texas and the Midwest recover from power and water outages after a devastating winter storm, it’s a good time to start working on sincere apologies.

COVID can’t contain Christmas cheer: Holiday lighting usage is up

Joy Herbers
December 17, 2020

Americans are sending 2020 out in a blaze of Christmas-light glory. Compared to last year, they’ve already spent between 10% and 20% more on holiday décor, including lights. We compare incandescent and LED bulbs, explore TRMs for holiday lighting programs, and spotlight some recycling efforts.

Your utility may not be ready to go back to work, but it can go forward

Joy Herbers
August 26, 2020

It’s clear that utility staff won’t be rushing back to the office any time soon. In the meantime, how do you continue to engage staff at home and help them connect with one another and their managers?

Expert advice on how to communicate during a crisis

Joy Herbers
April 20, 2020

Your customers want to hear from you during the coronavirus pandemic. They want reassurance and they want information. At our April 9, 2020, web conference, three crisis communication experts gave advice on how to talk to customers throughout the coronavirus emergency. Read the highlights.

What’s your utility doing for customers, employees, and your community during COVID-19?

Joy Herbers
April 10, 2020

We’re tracking utilities’ responses to COVID-19. You’ve been doing a lot to communicate with, protect, and support your customers, employees, and community. You’re moving fast and we’re missing some admirable efforts. Add your goodwill to this public spreadsheet. And see what your peers are doing.