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As social media continues to grow rapidly every year within the utility sector, companies need to identify the best approach and interaction techniques with the consumer in order to protect their brand and reputation. Engaging with the public via social media is no longer a choice, in fact by 2020 about 95 percent of a utility’s bill paying customers will have either grown up during the age of digital technology or will be “digital converts” and fully digital savvy. This form of communication is now expected by the consumer, and the landscape of social media continues to change as the conference approaches in 2015.

Consistency and regaining customer trust is most crucial, so this conference will focus on injecting personality into communications, formulating imaginative strategies to appeal for the consumer and examine how to be a positive influence within the industry. We will discuss investment in to social media and how businesses should shape their online presence and develop strategies to harness social media.
 

Returning for the 4th year, SMi are delighted to invite you to the Social Media in the Utilities Sector Conference on 16th and 17th April, 2015, London.

As a business you do not want to waste time focussing on social media which is not providing you with the expected results. This event will also focus on new platforms for social media and how far utility companies can go whilst still maintaining relevance. Delegates will benefit from a range of presentations and round table discussions.

Some of the key topics will include:

• Discussing new Social Media platforms for 2015
• Look into the importance of evaluating social media activity
• Crisis Management – Being prepared and protecting your reputation
• Getting it right internally to support social media offerings
• Using social media to change consumer behaviour
 

This exciting event will offer you in depth discussion of the key elements of embracing social media and making it a strong focus of your business.

• Learn from in-depth case studies
• Understand regulatory and legal updates for 2015
• Explore social media strategy and implementation best practices
• Analyse the importance of protecting your brand and not losing focus
• Participate in in-depth round table discussions on harnessing the value of social media in crisis situations and the advantages of using less common social media channels
• Maximise the opportunity to discuss topical issues with industry leaders through networking breaks and round table discussions

Social Media Managers

Online Marketing Directors

Communications Officers

Customer Service Managers

Lead Media Relations

Heads of Recruitment

Digital/ Website Managers

Press Officers

Head of Consulting

Business Development Managers

<p>Affinity Water; Anglian Water; As Sadales Tikls; Blueclawsearch; Bord Gais; Clancy Docwra; DigitasLBi; E.ON Energy UK /WCWC LtD; Eandis; Ebico Ltd; Echelon; Edelman; Electricity North West; Elemental Communications Ltd.; Enemalta Corporation; EUA; GDF Suez Energy Romania; Guernsey Electricity; Hill &amp; Knowlton ; Intelen; Jamaica Public Service Company Ltd; Jeffery Green Russell; Lewis PR; Mediacom; National Grid; Northern Electric; Northern Powergrid; OMD International; Rabbit; Scotia Gas Networks; Scottish and Southern Electric; Scottish and Southern Energy Power Distribution; Scottish Power Plc; Scottish Power Plc Distribution And Supply Divisio; Scottish Water; Thames Water Ltd.; U K Power Networks Services; Uk Power Networks; United Utilities Plc; Vitens; Western Power Distribution;</p>

Conference programme

8:30 Registration & Coffee

9:00 Chairman's Opening Remarks

Rachel Hawkes

Rachel Hawkes, Director of Social & Content, OMD International

9:10 Making Regulation More Sociable

Angela Maher

Angela Maher, Senior Associate, Ofwat Uk

• What is the utilities sector doing well
• Using social media to engage stakeholders
• Leveraging social networks to change perceptions of regulation

9:50 7 Top Tip for Social media Success

Lindsey  McInerney

Lindsey McInerney , Head of Enterprise Strategy, EMEA, HootSuite

• Using a social media management dashboard to enhance your strategy
• Analysis across networks and activities
• Create social tools for teams on-the-go

10:30 Morning Coffee

11:00 ‘Follow’ and ‘like’ your energy company? Why would you?

Wendy Eyre

Wendy Eyre, Social Media Manager , E.ON

Session details to be announced

11:40 A Journey to fans: the breakthrough for DSO's

Marko  Kruithof

Marko Kruithof, Manager Sustainability & Renewal , Stedin

Harald  Hanemaaijer

Harald Hanemaaijer, Spokesperson & media/reputation advisor to the executive, Stedin

12:20 Networking Lunch

13:30 Panel Discussion

• What is a content strategy?
• How to create a content for your brand
• Create a content/editorial calendar
• How create content for the content/editorial calendar and maintaining it
• How to integrate organisation wide
• What the don't/dont's are and how to circumvent them before they arise
 

Chris Pratt

Chris Pratt, Senior Associate Director, Energy & Industrials, Hill & Knowlton

Frederique Henrottin

Frederique Henrottin, Conversation Manager, Elia System Operator

Rachel Hawkes

Rachel Hawkes, Director of Social & Content, OMD International

Wendy Eyre

Wendy Eyre, Social Media Manager , E.ON

Tim Gibbon

Tim Gibbon, Cofounder and Editor, Social Media Portal

Bennett  Golder

Bennett Golder, Digital Account Director, Weber Shandwick

14:10 Stress Testing Social Media Teams for Storm Readiness

• A case study from Northern Powergrid and H+K Strategies
• Reviewing flight school tool for team training and scenario testing

Emma Cottle

Emma Cottle, Digital Services Manager, Northern Powergrid

Chris Pratt

Chris Pratt, Senior Associate Director, Energy & Industrials, Hill & Knowlton

14:50 OFF and we stay ON: how Belgium used Social Media to reduce peak consumption

• An unexpected situation: risk of electricity shortage in Belgium
• Concept of the campaign OFF & we stay ON developed by Elia and the national authorities
• Perception and results
 

Ingvild  Van Lysebetten

Ingvild Van Lysebetten, Head of Communication, Elia System Operator

Frederique Henrottin

Frederique Henrottin, Conversation Manager, Elia System Operator

15:30 Afternoon Tea

15:50 Getting it Right on the Inside to give the Best Outside

Lucy Whitehead

Lucy Whitehead, Head of Digital and Social, First Group

• Internal Structure to provide external value
• Integrated working avoiding ‘silos’, silence and sign off
• All employees speaking as on brand as humans with personality
• Trust from the top allowing brilliance from the bottom

16:30 Social Media Crisis – Be Prepared and Protect Your Reputation


• Using social media to communicate in more modern, effective, and personal ways during crises
• Demonstrate that they were working with their customers
• Adopting new channels for increasing customer goodwill
• Will those opposed face the consequences?

Rod Clayton

Rod Clayton, Executive VP/Head of Crisis & Issues, Weber Shandwick

Bennett  Golder

Bennett Golder, Digital Account Director, Weber Shandwick

17:10 Greater customer centricity requires internal agility - a key goal for Digital Transformation in Utilities

Lee Bryant

Lee Bryant, Founder, postshift

·       • Learn how to create agile teams and organisational structures to support better customer centric operations
• How social technology is being used successfully in traditional industrial sectors
• Moving beyond social collaboration to new ways of working and managing outcomes
• Understand how to guide transformation through guiding coalitions and avoid the perils of top-down change programmes

 

17:50 Chairman’s Closing Remarks and Close of Day One

Rachel Hawkes

Rachel Hawkes, Director of Social & Content, OMD International

8:30 Registration & Coffee

9:00 Chairman's Opening Remarks

Rachel Hawkes

Rachel Hawkes, Director of Social & Content, OMD International

9:10 Regaining Customer Trust

Beverley  Harrington

Beverley Harrington, Brand Reputation and Social Media PR Manager, Npower


• The external landscape
• Trust - or lack of - in the energy industry
• How can energy companies regain trust?
• Common social media mistakes to avoid and examples of best practice
• What are other energy companies doing?

9:50 Delivering Excellent Customer Service in 140 Characters

• Preventing customer resistance
• Achieving customer involvement
• Establishing trusted and strong customer relationships
 

Cara Charlton

Cara Charlton, Assistant PR and Media Manager, Northumbrian Water Ltd

James Muir

James Muir, Lead Customer Excellence Trainer and Coach, Northumbrian Water Ltd

10:30 Morning Coffee

11:00 Consumer Engagement: How Utilities are changing the way they approach and understand consumers

Vassilis Nikolopoulos

Vassilis Nikolopoulos, Entrepreneur Intelen, Intelen

• Effective methods of using consumer analytics to enhance customer service
• The role of gamification in customer engagement and continuous motivation
• How adaptive personalization boosts customer satisfaction
• Ways of measuring actual consumer engagement in Utilities
• The ROI cycle for Utility engagement services
 

11:40 Understanding Your Audience and Adapting Your Strategy

Rachel Hawkes

Rachel Hawkes, Director of Social & Content, OMD International

• Preventing customer resistance
• Achieving customer involvement
• Successfully delivering pilot projects and rollouts
• Establishing trusted and strong customer relationships

12:20 Networking Lunch

13:40 Social Media in the Workplace and Beyond: How to deal with Tweeting Twits

Michael  McNally

Michael McNally, Senior Associate, Hill Dickinson L L P


• Speed of change
• How to deal with employees who post inappropriate comments. Social media from an employment law perspective
• How to safeguard your organisation: Social media policy
• How to deal with members of the public who post derogatory comments about your organisation: Social media from a civil and criminal perspective

 

14:20 A Well Rounded Digital Strategy Has To Include Social Media

Toni Kinslow

Toni Kinslow, Marketing & Brand Manager, Uk Power Networks

• Overview of our digital journey so far
• Our multi-channel approach to customer service
• An insight into how we’ve adapted our business to implement our digital strategy

15:00 Afternoon Tea

15:30 ESB case study: Storm Response

Bernardine Maloney

Bernardine Maloney, Manager, ESB International

• Using social media in the aftermath of storm Darwin, one of the worst storms on record
• Enhancing customer service
• Building reputation

16:10 Is Your Digital Content Strategy Compliant? A Legal and Platform Policy Checklist for Content Publishers

Heleana  Quartey

Heleana Quartey, Digital Strategist , Euology! & Onlinefire


• Transparency: How do you make it clear to customers when you are sharing sponsored content (or when third parties are doing so on your behalf)?
• Intellectual Property: How do you credit third party content?
• Platform Rules: What approaches do you use to growing communities, selling products or running a competition? How often do you check social media terms of service
• Spamming regulations: What processes do you have in place to ensure your email and social interactions are not classified as spam?
 

16:50 Chairman’s Closing Remarks and Close of Day Two

+

FEATURED SPEAKERS

Beverley  Harrington

Beverley Harrington

Brand Reputation and Social Media PR Manager, Npower
Cara Charlton

Cara Charlton

Assistant PR and Media Manager, Northumbrian Water Ltd
Dan Price

Dan Price

Social Solution Consultant, HootSuite
Rachel Hawkes

Rachel Hawkes

Director of Social & Content, OMD International
Wendy Eyre

Wendy Eyre

Social Media Manager , E.ON

Angela Maher

Senior Associate, Ofwat Uk
Angela Maher

Bennett Golder

Digital Account Director, Weber Shandwick
Bennett  Golder

Bernardine Maloney

Manager, ESB International
Bernardine Maloney

Beverley Harrington

Brand Reputation and Social Media PR Manager, Npower
Beverley  Harrington

Cara Charlton

Assistant PR and Media Manager, Northumbrian Water Ltd
Cara Charlton

Chris Pratt

Senior Associate Director, Energy & Industrials, Hill & Knowlton
Chris Pratt

Dan Price

Social Solution Consultant, HootSuite
Dan Price

Emma Cottle

Digital Services Manager, Northern Powergrid
Emma Cottle

Frederique Henrottin

Conversation Manager, Elia System Operator
Frederique Henrottin

Harald Hanemaaijer

Spokesperson & media/reputation advisor to the executive, Stedin
Harald  Hanemaaijer

Heleana Quartey

Digital Strategist , Euology! & Onlinefire
Heleana  Quartey

Ingvild Van Lysebetten

Head of Communication, Elia System Operator
Ingvild  Van Lysebetten

James Muir

Lead Customer Excellence Trainer and Coach, Northumbrian Water Ltd
James Muir

Katie Mickleburgh

Senior Associate, Hill Dickinson L L P
Katie Mickleburgh

Lee Bryant

Founder, postshift
Lee Bryant

Lindsey McInerney

Head of Enterprise Strategy, EMEA, HootSuite
Lindsey  McInerney

Lucy Whitehead

Head of Digital and Social, First Group
Lucy Whitehead

Marko Kruithof

Manager Sustainability & Renewal , Stedin
Marko  Kruithof

Michael McNally

Senior Associate, Hill Dickinson L L P
Michael  McNally

Rachel Hawkes

Director of Social & Content, OMD International
Rachel Hawkes

Rod Clayton

Executive VP/Head of Crisis & Issues, Weber Shandwick
Rod Clayton

Steve Nicholls

Digital & Emerging Technology Consulting and Training, Tech XB
Steve Nicholls

Tim Gibbon

Cofounder and Editor, Social Media Portal
Tim Gibbon

Toni Kinslow

Marketing & Brand Manager, Uk Power Networks
Toni Kinslow

Vassilis Nikolopoulos

Entrepreneur Intelen, Intelen
Vassilis Nikolopoulos

Wendy Eyre

Social Media Manager , E.ON
Wendy Eyre

Supporters

Social Media in the Utilities Sector Attendees 2015

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Q&A with Vassilis Nikolopoulos at Intelen Inc

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Holiday Inn Regents Park

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WHAT IS CPD?

CPD stands for Continuing Professional Development’. It is essentially a philosophy, which maintains that in order to be effective, learning should be organised and structured. The most common definition is:

‘A commitment to structured skills and knowledge enhancement for Personal or Professional competence’

CPD is a common requirement of individual membership with professional bodies and Institutes. Increasingly, employers also expect their staff to undertake regular CPD activities.

Undertaken over a period of time, CPD ensures that educational qualifications do not become obsolete, and allows for best practice and professional standards to be upheld.

CPD can be undertaken through a variety of learning activities including instructor led training courses, seminars and conferences, e:learning modules or structured reading.

CPD AND PROFESSIONAL INSTITUTES

There are approximately 470 institutes in the UK across all industry sectors, with a collective membership of circa 4 million professionals, and they all expect their members to undertake CPD.

For some institutes undertaking CPD is mandatory e.g. accountancy and law, and linked to a licence to practice, for others it’s obligatory. By ensuring that their members undertake CPD, the professional bodies seek to ensure that professional standards, legislative awareness and ethical practices are maintained.

CPD Schemes often run over the period of a year and the institutes generally provide online tools for their members to record and reflect on their CPD activities.

TYPICAL CPD SCHEMES AND RECORDING OF CPD (CPD points and hours)

Professional bodies and Institutes CPD schemes are either structured as ‘Input’ or ‘Output’ based.

‘Input’ based schemes list a precise number of CPD hours that individuals must achieve within a given time period. These schemes can also use different ‘currencies’ such as points, merits, units or credits, where an individual must accumulate the number required. These currencies are usually based on time i.e. 1 CPD point = 1 hour of learning.

‘Output’ based schemes are learner centred. They require individuals to set learning goals that align to professional competencies, or personal development objectives. These schemes also list different ways to achieve the learning goals e.g. training courses, seminars or e:learning, which enables an individual to complete their CPD through their preferred mode of learning.

The majority of Input and Output based schemes actively encourage individuals to seek appropriate CPD activities independently.

As a formal provider of CPD certified activities, SMI Group can provide an indication of the learning benefit gained and the typical completion. However, it is ultimately the responsibility of the delegate to evaluate their learning, and record it correctly in line with their professional body’s or employers requirements.

GLOBAL CPD

Increasingly, international and emerging markets are ‘professionalising’ their workforces and looking to the UK to benchmark educational standards. The undertaking of CPD is now increasingly expected of any individual employed within today’s global marketplace.

CPD Certificates

We can provide a certificate for all our accredited events. To request a CPD certificate for a conference , workshop, master classes you have attended please email events@smi-online.co.uk

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