05.01.2013 | By John Egan
The experience of telecommunications giant Verizon shows why taglines that promise clear, relevant benefits to customers can be invaluable, as long as the company follows through....
03.11.2013 | By Darin Johnson It's easy to say utilities need to show their customers the value they receive for their money. It's much harder to define exactly what that means or how to do it....
03.11.2013 | By John Egan Selling the value of good customer communications to upper management is not always easy. Positioning it as CEO pain avoidance can go a long way toward that goal....
01.02.2013 | By John Egan
When the Kissimmee Utility Authority needed to fire up its customer outreach, it was time to turn up the gas and get cooking....
11.15.2012 | By John Egan Make messages to customers simple, direct, and concrete to hit a response sweet spot. ...
09.17.2012 | By John Egan
Whatever utility communicators are selling these days, it doesn’t look like customers are buying. And the problem likely will get worse before it gets better.
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05.10.2012 | By John Egan
Lack of customer participation—or outright customer resistance—is likely to kill at least one of your utility’s strategic initiatives. Perhaps it already has. But utilities can take a variety of easy steps to prevent the wounding or premature death of strategic initiatives such as smart meters, new rate and efficiency programs, or capital construction projects....
03.01.2012 | By Molly K. Macauley
Putting more money and effort into information and information technology will pay solid returns when it comes to understanding and adapting to the world around us, including our changing climate....
01.01.2012 | By Kennedy Maize
As demonstrated by last fall's unexpected snowfall in New England and the Mid-Atlantic states, and the ensuing lengthy outages and public outrage, crisis communications is a hot topic for power utilities. And in addressing that topic, the role of social media is getting attention as a tool for disaster management....
01.01.2012 | By Marlene Chism
Welcome to "Workplace Drama," a new, regular MANAGING POWER column by noted communications and human resources expert Marlene Chism. Her column will appear in each issue, and as the column progresses, we hope to hear from you with real-world situations and questions, to which Marlene will respond....
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