What is this event about?


Join us for the only Social Media in the Utilities Sector conference in the UK!


“57 million customers worldwide will use social media to engage utilities in 2011, a number that will rise to 624 million customers by the end of 2017” Pike Research


As utility spending on social media increases and more people are going on-line, the utilities industry needs to keep ahead and not lag behind in their social media activities. With the industry usually in the spotlight and with all the media attention the industry gets, industry leaders are realising that they need to engage with customers/media to improve their image.

As their customers become more tech-savvy, the best way to engage customers is through social media channels.

With other industries taking up the opportunities and challenges of social media, to a large extent the utilities industry is a long way behind. Industry leaders need to stay ahead by embracing social media to stay connected with their customers.



Why should you attend this event?


Learn from the industry's leading pioneers and take back new approaches to your work!

Key Areas Covered:


  • Where can social media take the utilities industry? 
  • Engaging customers through effective social media channels 
  • First-response: the use of social media in responding first-hand in a crisis  
  • Gaining 'buy in' from management and customers to drive social media in the workplace
  • Improving brand and image reputation
  • Overcoming cultural barriers and dealing with change management 
  • Establishing the return on investment for your social media activities  




How you will benefit


Understand how to engage and educate your customers  through social media 

Learn how to gain 'buy in' and deal with change management effectively   

Evaluate the latest trends and developments in the industry

Discover what the future holds in this rapidly evolving market and the impact of social media

Network with all the key professionals in social media in the utilities sector  


Who should attend this event?

VP, Director, Head, Manager, Team Leader of:


  • Social Media
  • Digital Marketing  
  • Communications 
  • Marketing
  • eMedia
  • eMarketing 
  • Online marketing
  • Online media  
  • Web Design 
  • Brand Management  
  • Product Marketing
  • Compliance
  • Business Development 


Fancy speaking at the conference?  Do you know of anyone who may be interested in speaking?  We are always on the look-out for new speakers for our upcoming conferences.  Let us know - contact the Conference Producer.

For sponsorship and exhibiting opportunities,contact our Sponsorship Department




Conference programme

8:30 Registration & Coffee

9:00 Chairman's Opening Remarks

Eric Woods

Eric Woods, Research Director , Pike Research UK

9:10 Where can social media take the utilities sector?

Eric Woods

Eric Woods, Research Director , Pike Research UK

  • Looking to the future: the role of social media in the industry
  • What best practices need to be established?
  • Understanding the rules and regulations of social media in the workplace
  • Learning from other industries: what can we do better?
  • 9:50 Engaging customers through effective social media channels

    Mark  Adams

    Mark Adams, Chairman , The Conversation Group

  • Understanding your customers and their lifestyles
  • Applying customer insight to a multi-channel management strategy
  • How to provide ‘awareness’ by creating a vehicle for participation and user-generated content 
  • How to promote ‘activity’ and respond in a timely manner
  • 10:30 Morning Coffee

    10:50 Moving towards social business in utilities- delivering on the brand

    Dominika Tomek

    Dominika Tomek, Head of Consulting, Dachis Group

  • Understanding how utilities can deliver customer intimacy at increasing scale
  • To deliver on an external brand promise, how "social" does an organisation need to be on the inside?
  • The changing role of employees
  • Roadmap and case studies
  • 11:30 Reassuring your community and dealing with crisis management

    Isaac Pigott

    Isaac Pigott, Communications Strategist/Spokesman, Alabama Power

  • Reassuring your audience through the use of social media in a time of crisis
  • Working with the media and being reactive to press
  • Restoring customer confidence and managing reputation in an effective manner
  • 12:10 Next generation utility behavior change programs - applying social media and mobile devices to proven models

  • Identifying what is driving customer expectations and why this is relevant.
  • The importance of the adoption of social media within utilities.
  • How utilities can adopt social media and gamification to enhance customer engagement.
  • A discussion on how certain utilities will use engage customers and drive energy conversations by creating a customized utility social platform experience with the Opower/NRDC/Facebook Social app.
  • Ben Foster

    Ben Foster, Vice President of Product, Opower

    12:50 Networking Lunch

    13:50 A media relations: how to communicate with reporters and monitor media activity through social media

    Patrick  Stella

    Patrick Stella, Lead Media Relations Representative , National Grid

  • Learn how social media gives us a glimpse into future news coverage.
  • How can potential negative press be stopped by social media before it becomes mainstream media?
  • Using Social Media as an extension of your contact lists.
  • Becoming part of the conversation can improve your public and media image 


  • 14:30 Staying connected with customers

    Rachel Groves

    Rachel Groves, Media & Customer Engagement , Severn Trent Water

  • Deciding what social media needs to be used for
  • Are the marketing benefits really worth the investment?
  • Assessing the potential and limitations of social media
  • 15:10 Afternoon Tea

    15:30 How to keep social media human

    Carol Mann

    Carol Mann, Owner, We Get Digital

  • What is and isn't social?
  • How do you unlock your content capital?
  • Starting at the beginning: What? Who? Where? How? Objectives?
  • 16:10 Panel discussion: Engaging with customers in a new, effective and interesting way

  • The importance of reaching out to the public
  • How useful can social media be in spreading information?
  • Building a dialogue with customers and the media
  • What methods work best?
  • Isaac Pigott

    Isaac Pigott, Communications Strategist/Spokesman, Alabama Power

    Quentin Langley

    Quentin Langley, Senior Lecturer, University of Bedfordshire

    17:00 Chairman’s Closing Remarks and Close of Day One

    8:30 Registration & Coffee

    9:00 Chairman's Opening Remarks

    Isaac Pigott

    Isaac Pigott, Communications Strategist/Spokesman, Alabama Power

    9:10 Formulating the right strategy: exploring the use of social media in utilities

    Emma Frazer

    Emma Frazer, Industry Head across Utilities, Google Inc

  • Learning from other industries:
  • Are social media platforms suitable for internal communications?
  • Can success with social media and its value be measured?
  • Connecting with different groups to enhance brand management
  • 9:50 Company changes needed for success in social media

    Tricia  Bower

    Tricia Bower, Social Media Manager , Direct Energy

  • Establishing the future of social media as a channel for communication between the company and the customers
  • Helping to remove fear of social media and demonstrating value
  • Understanding and overcoming barriers and limitations of social media
  • Positioning social media in the company to secure maximum funding 


  • 10:30 Morning Coffee

    10:50 Implementing and maintaining a risk management project

    Carolyn Elefant

    Carolyn Elefant, Attorney, Law Offices of Carolyn Elefant

  • Protecting the company and its ability to perform their mission
  • Identifying, assessing and taking steps to reduce risk
  • Development of effective risk management programmes
  • 11:30 Brandjack: crisis in social media

    Quentin Langley

    Quentin Langley, Senior Lecturer, University of Bedfordshire

    <ul> <li>Disgruntled customers or activists can hijack your brand in social media</li> <li>Errors in judgement in your strategy, or malfeasance by employees can be devastating</li> <li>YouTube is the key technology which gives sophisticated campaigners, such as Greenpeace, immense power to damage your brand</li> </ul>

    12:10 Building social media into a wider communications strategy

    Mark  Flanagan

    Mark Flanagan, Partner, Portland

  • The changing communications landscape, how social media fits into the bigger picture
  • How to develop a digital and social media strategy – some practical tips
  • Evaluation of social media as a communications channel
  • 12:50 Networking Lunch

    13:50 Becoming adept with the ‘Big Four’ social networks: Twitter, YouTube, LinkedIn and Facebook

    Niall O'Malley

    Niall O'Malley, Social Media Manager , EDF Energy Powerlink

  • Training staff in best practices
  • Demonstrating why you should use these four as part of your social media campaign
  • Tools and techniques used to educate employees and customers
  • Overcoming barriers and pitfalls
  • 14:30 Effectively selling your social media channels to your customers

    Ivan Stone

    Ivan Stone, Director, 3G Communications

  • Why we must show our customers the benefits of social media and not dwell on it’s features
  • Encouraging feedback from customers
  • How to respond effectively to feedback
  • 15:10 Afternoon Tea

    15:40 Assessing utilities involvement in social media from a legal/regulatory perspective

    Jo  Joyce

    Jo Joyce, Solicitor, Shoosmiths

  • Introduction & background
  • Legal considerations & legal update
  • Practical points & advice
  • 16:20 Framework for corporates: using social media in the utilities sector

    Salman Momen

    Salman Momen , Associate Partner, IBM

  • How social media is increasingly being used by large corporates for communications, not just for communities
  • How social media can provide the means for a corporate to engage in a more human and engaging dialogue and thereby differentiate themselves
  • The presentation will draw on key lessons learned from parallel sectors such as online banking and proposes a framework for corporates and how the Energy & Utilities can benefit by using this channel to start to build genuine conversations
  • 17:00 Chairman’s Closing Remarks and Close of Day Two


    The Grange Holborn Hotel

    50-60 Southampton Row
    London WC1B 4AR
    United Kingdom

    The Grange Holborn Hotel



    speaker image






    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.


    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.


    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.


    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.

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    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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