DEED Webinar: New Social Media Playbook Offers Blueprint for Successful Customer Engagement

In this webinar, you will learn how Illinois Municipal Electric Agency (IMEA) worked with its intern to create a valuable resource to assist its member utilities in connecting with their customers via social media.
March 24, 2020
2:00pm EDT - 3:00pm EDT

Webinar Description

Periodically DEED Internships result in the creation of valuable new resources in addition to providing an opportunity to introduce students to career opportunities in public power and offer DEED-supported, utility staffing.

In this webinar, you will learn how Illinois Municipal Electric Agency (IMEA) worked with its intern to create a valuable resource to assist its member utilities in connecting with their customers via social media.  These days, even customers of the smallest utilities, expect their energy provider to connect with them quickly and conveniently on pertinent issues.

If you are looking for a social media shortcut, this is your tool. It was designed to aid utilities “where they are”; regardless of their size and social media experience level. Newcomers to social media will appreciate “the basics” such as creating a Twitter account and Facebook Page, as well as guidelines for creating a social media policy and sample policies. Experienced users will value the readymade social media calendar and 16 months’ worth of planned posts; most with links to readymade content for posting, including resources from the American Public Power Association’s #Community Powered Campaign.

This DEED internship serves as an outstanding example of how public power can extend its workforce needs, create useful resources, and introduce the next generation to public power opportunities. Join us for this tutorial to hear directly from those who developed the Social Media Playbook, as well as utilities’ who are using it. Learn how to put this resource to work at your utility and apply the pre-loaded calendar posts and sample content. Lessons learned from hosting a DEED intern will also be shared. DEED members may preview the Playbook and other materials developed during this internship in the DEED Project Database, Project ID S-259.

Who Should Participate

Utility staff who work in communications, customer relations, social media. DEED members interested in applying for a DEED internship.


  • Rodd Whelpley, Program & Communications Administrator, Illinois Municipal Electric Agency
  • Susan Partain, Senior Editor & Content Strategist, American Public Power Association
  • Michele Suddleson, DEED Program Director, American Public Power Association 


Join us from 2:00 – 3:00 PM EST to hear from the project team at IMEA who created and executed this project.


  • FREE to DEED Members
  • $109 for Association Members, Individual, and Corporate Members (Non-DEED)
  • $209 for Non-Association Members

Webinars are recorded and available for playback, in case you miss the live version.


Contact US

Questions? Contact 202-467-2900 or [email protected]


You will need a username and password to register. If you need assistance, please contact our web services staff.

How to Join a Webinar

  • Log-in information will be sent out the morning of each event (around 10:30 a.m. Eastern). If you do not receive the reminder email, please call 202-467-2900 or email [email protected]). 
  • Registration is for one phone line and one computer. If you have multiple employees participating from the same location, all can listen in via speaker phone.
  • You may use voice over internet protocol (VoIP) instead of a phone line. This option allows you to listen to the webinar audio through your computer’s microphone and speakers.
  • Submit your questions for speakers before the webinar — email them to [email protected]. You may also ask questions via online chat during the webinar.


  • This webinar is worth 1.2 CPEs/.1 CEU/1 PDH credits
    CPE Field of Study: Specialized Knowledge
  • The completion certificate is only available to the person who registered for the webinar and attendance is confirmed by the webinar report log. Those who mill the live webinar
  • Links to all handouts and an audio recording will be sent out shortly after the webinar