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Using data-driven insights to design a meaningful payment assistance campaign for LMI customers

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Bryn Hebert

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Bryn Hebert edits reports and presentations at E Source, where she joined as a senior editor in early 2025. Before E Source, Bryn was the assistant editor for The Journal of Conventional Weapons Destruction, a humanitarian publication focused on international affairs. She worked with global authors to highlight innovations in post-conflict community rebuilding.She holds a BS in writing rhetoric and technical communication from James Madison University.

Social Media Survey

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Utility Branding Survey

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Utility marketing and communications teams must develop and manage their corporate brand while ensuring that all communications have a voice, look, and feel that’s consistent with your brand. The E Source Utility Branding Survey collects information on brand resources, development, communications, and measurement. Our analysis of industry trends will help you improve your overall brand strategy.

Corporate Communications Service

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8 storytelling frameworks for utilities

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Submitted by Hailey Walker on

Key takeaways

  • When you present your utility and its offerings in a story, you can engage your customers and help them better remember your offerings.
  • Your utility’s stories should entertain and describe. Storytelling is most effective when the reader can picture a story fully and see themselves in it.
  • Your story should also be believable and relatable. Customers must believe that your product or program will help them before they commit to it.

How to tell customers you’re increasing rates without losing their trust

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Submitted by Christina Bryson on

Q:What are the best ways to communicate rate changes to utility customers?

A:Utilities need to be as transparent as possible in communications about rates and billing increases. Customers want to know when their bills are going to go up, why, and how they can lower their costs.

Make sure to let customers know when bill increases will take effect and give them plenty of advance notice to prepare. This can reduce their frustration and reduce the calls you get at your contact centers about bill increases.

Highlights from the marketing and communications sessions at the Forum 2023

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Submitted by Joshua Sorensen on

Key takeaways

  • Utilities can better reach low- and moderate-income (LMI) customers by focusing on equity in communications and marketing.
  • To best engage customers, meet them where they are in their journey. Ways to do this include using personalized and multilingual communications.
  • Forming strong relationships with business customers, recognizable companies, and community organizations can help utilities expand the reach of their marketing efforts with brand recognition and trust.

Ellen Thommesen

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Submitted by Mykhailo Denysiuk on

Ellen Thommesen is a communications and marketing professional with 14 years of experience across sectors. She has spent more than half of her career in the utilities industry, working as a communications and customer engagement expert at Colorado Springs Utilities. At Colorado Springs Utilities, she led a variety of projects and programs in the Public Affairs Department, including social media, internal communications, multimedia, digital content strategy, email marketing, and crisis communications.

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