Integrated Communications in the Digital Age
—Chris Whelan, Vice President, Communications
—Brian Phillips, Director, Brand, Advertising, Customer and Digital Communications
Then: consumers receive news
Page 2
• One message, few channels.
• Traditional media ruled.• A time and place for
news.
Now: an attention deficit
Page 3
• There is information overload.
• Everyone is influential.• News is more filtered.
Our challenge: cutting through the clutter
Page 4Source: Pew Research Center
Integrated communications at LG&E and KU
Page 5
• Media
• Customer
• Web
• Social
• Employee
• Events
• Brand
• Advertising
• Earned
• Paid
• Owned
From planning to execution
Page 6Source: Michael Brito, Edelman Digital
Case study: Mill Creek falcon cam
Page 7
Media Social Web Employee, Customer
Case study: Western Ky. pipeline project
Page 8
CustomerEmployeeWeb
Case study: storm communications
Page 9
Flash from the past…1996
Page 10
Current...with a redesign effort underway
Page 11
• Responsive design.• Dynamic content.• Built by customer feedback.
• Easier account management.
• Daily content updates.
Focused on issues that impact you
Utility Bill Impacts:• What drives the increases in your monthly
utility bill? Keeping the lights on:• What does it take to maintain safe and
reliable service? Embracing new technology and the value to
our customers:• How does new technology enhance the
service we provide?The cost and feasibility of renewable
energy in our area:• What are the limitations, cost-impacts,
challenges to meeting volume?
Page 12
Focused on issues that impact you
The importance of energy efficiency:• How can customers use energy more wisely
to mitigate cost increases?
Customer tools that add value:• What programs and services do we offer
customers that make their lives easier?
Corporate responsibility:• How do we improve the lives of customers in
the communities we serve?
Page 13
Every employee speaks for LG&E and KU
• Employees are your best ambassadors.• The more employees know about your
company, the better they can explain your business to friends and family.
• Don’t let your employees be the last to know.
Page 14
Truths are universal, but locale matters
Page 15
Supporting the communities we serve
• Danville— Gallery Hop Stop
• Greensburg— Green County History Museum
• Greenville— Lt. Ephraim M. Brank
Monument• Kuttawa— Lee C. Jones Park
• Lexington — Ky. Christmas Chorus
• London— World Chicken Festival
• Louisville— Ky. Derby Festival Page 16
Stay informed and join the conversation
www.facebook.com/lgeku
www.twitter.com/lgeku
www.youtube.com/lgeku
www.yourenergymatters.blogspot.com
Our customer newsletters:
On the web: www.lge-ku.com
Page 17
Questions?