Utility Communications: From Playbook to Practice

Register now

Timing

This course consists of two live Zoom sessions from 1 – 3 pm ET on March 24 and 31. There will be one 10-minute break during each session.

Unable to attend the live sessions? All registrants will receive access to the recordings within one week after the final session. Please note that continuing education credits are available only for live participation.

Delivery Method / Learning Environment

This live, instructor-led online course (delivered via Zoom) combines presentations, interactive polling, Q&A, and practical exercises designed to help participants apply key concepts within their own utility environment.

Course Description

Public power utilities are increasingly called upon to communicate complex issues clearly and effectively with customers, elected officials, employees, community stakeholders, and key partners. From rate adjustments and infrastructure investments to service disruptions, energy programs, and long-term planning, effective communication is essential to building trust and supporting informed decision-making.

Based on APPA's Utility Communications Playbook, developed by Milepost, this interactive workshop helps participants turn communications best practices into real-world action. Through facilitated discussions, public power case studies, reflection exercises, and peer learning, attendees will explore how to apply the playbook's frameworks and strategies within their own organizations.

Designed for communications professionals as well as utility staff who engage with stakeholders on behalf of their organization, this workshop provides practical tools to strengthen messaging, improve stakeholder engagement, and enhance overall communications effectiveness. Participants will leave with a stronger understanding of the playbook's guidance, a clearer sense of their communications priorities, and actionable next steps to advance communications efforts at their utility.

Bonus material: Attendees will receive a complimentary digital copy of APPA’s Utility Communications Playbook to support their learning.

Topics Include:

Building trust through effective utility communications
Strengthening your utility's brand and reputation
Identifying and prioritizing key stakeholder audiences
Conducting stakeholder mapping and audience analysis exercises
Matching messages to the right audiences and channels
Creating effective communications processes, workflows, and tools
Building a culture of storytelling across the organization
Applying communications best practices from APPA's Utility Communications Playbook to real-world utility challenges
Learning from public power case studies, peer discussion, and interactive exercises
Developing practical communications priorities and next steps for your utility

Recommended For

This workshop is designed for anyone responsible for communicating on behalf of a public power utility, including:

Communications professionals
Customer service leaders
Community relations and outreach staff
Utility managers and directors
Program managers

The course is appropriate for both new and experienced professionals seeking to strengthen communications capabilities within their organizations.

Course Level / Prerequisites / Advance Preparation

Basic Level: No prerequisites; no advance preparation required.

Accreditation

The following continuing education credits will be provided for this event, after successfully completing 90% of both live sessions. Review the guidelines for successful completion in the “Accreditation” dropdown below.

Recommended CEUs .4 / PDHs 3.6 (total for both sessions)

Instructor

Dale Mills, Milepost

Dale Mills photo As Milepost’s Communications and Engagement Lead and lead author of the Utility Communications Playbook, Dale brings a strategic, interdisciplinary lens to every project, blending education, storytelling, and visual messaging to create experiences people actually want to engage with. She designs for impact, crafting communications and engagement journeys that make complex programs clear, human, and actionable. Whether she’s building an audience awareness framework or mapping a multi-touchpoint education campaign, she applies her expertise in consumer psychology, behavior change methodologies, and adult learning theory to translate big ideas into messages that stick. She holds a Graduate Certificate in Science Communication and Public Engagement, a B.A. in English, Writing Concentration and multiple certificates in adult learning.

Questions?

Registration/Billing: Registration@PublicPower.org
Schedule/Content/Accreditation: Academy@PublicPower.org

Registration

Registration Fees

Registration is for individual access. If you have multiple people interested in attending, group discounts are available.

Registration Fees	Member*
Utility Communications: From Playbook to Practice	$450

*Nonmembers pay double the member rate

Group Discounts

Save money when your organization registers five or more people for the same class or bundled series. The larger your group, the more you save!

Registrations must be submitted on the same order (at the same time) to qualify for the group discount; discounts cannot be retroactively applied to previous orders.

If you need assistance, contact Registration@PublicPower.org.

Number of Registrants	Discount (per person)
1-4	n/a
5-9	$50
10+	$100

Registration Help

Check out our Registration FAQs for answers to the most common questions and help with all your registration-related issues.

Cancellations, Refunds, Substitutions

All sessions are recorded, and registrants will receive access to the recordings.
Cancellations received by March 17 (at least 7 days before the first webinar) are eligible for a refund less a $100 cancellation fee.
No refunds will be issued after March 17, but substitutions are permitted.
Registrants who cancel after the deadline or do not attend remain responsible for the full registration fee.
Cancellation requests must be submitted through your My.PublicPower portal or emailed to Registration@PublicPower.org.

Accreditation & Event Policies

Learn more about APPA’s Accreditation and Event Policies or contact APPA’s Education Team with questions Academy@PublicPower.org.

Code of Conduct

All who register to participate, attend, speak at, or exhibit at an APPA Event, and all participants in APPA committees, work groups, courses, or other APPA groups, must agree to comply with this Code of Conduct (review and acceptance of the Code is included in the registration process).

Questions?

Registration/Billing: Registration@PublicPower.org
Schedule/Content/Accreditation: Academy@PublicPower.org

Accreditation

Earn While You Learn!

Participate in live virtual programs to earn IACET CEUs, PDHs, and NASBA CPE credits. Credit availability, requirements, and the number of credits awarded vary by course and will be provided before and during the program. Learn more about APPA’s Accreditation and Event Policies here.

Requirements for Successful Completion (Virtual Events)

To receive continuing education credit, participants must:

Attend at least 90% of all live sessions (tracked electronically through Zoom).
Actively participate in course activities, which may include polling, chat discussions, knowledge checks, breakout sessions, exercises, and Q&A.
Complete the online course evaluation following the program.

Participation requirements will be provided before the course and reviewed at the start of the first session.

Registration, Credit & Group Participation

Individual Registration Required: Each participant must register separately and will receive a unique Zoom login link. Group discounts are available for multiple attendees.
No Partial Credit: Continuing education credit cannot be awarded for partial attendance.
Completion Certificates: Certificates will be available through your APPA user portal within two weeks of course completion for participants who meet all successful completion requirements.
Session Recordings: Recordings will be available within one week after the final session and remain accessible for 90 days. Continuing education credit requires live attendance.

Attending as a Group?

Individual logins are strongly recommended, even when participants gather in the same conference room, to ensure attendance and participation can be tracked accurately.

If individual logins are not possible:

Designate a single point of contact.
Notify Academy@PublicPower.org before the event.
Track participant attendance and participation throughout the program.
Submit attendance records to APPA within two business days after the event.
Ensure each participant completes the required online evaluation.

What educational credits are available?

You can earn the following kinds of continuing education credits for attending live sessions — provided the Requirements for Successful Completion are met:

Continuing Education Units (CEUs): The American Public Power Association is accredited by the International Accreditors for Continuing Education and Training (IACET) and offers IACET CEUs for its learning events that comply with the ANSI/IACET Continuing Education and Training Standard. IACET is recognized internationally as a standard development organization and accrediting body that promotes quality of continuing education and training. For information regarding certification status, attendance requirements and obtaining attendee transcripts, contact Academy@PublicPower.org. Verify our IACET Accreditation.

Professional Development Hours (PDHs): The American Public Power Association’s educational practices are consistent with the criteria for awarding Professional Development Hours (PDHs) as established by the National Council of Examiners for Engineering and Surveying (NCEES). Course eligibility and number of PDHs may vary by state.

Questions?

Registration/Billing: Registration@PublicPower.org
Program/Content/Accreditation: Academy@PublicPower.org

Access, Materials & Technology Requirements

Format and Log-In Information

This event will be delivered live via Zoom.

Communication

Within 24 hours of registering: You will receive a confirmation email that includes preliminary course information.
Approximately 24 hours before the first session: You will receive your Zoom login link from the APPA Academy Zoom account (no-reply@zoom.us).
Final logistics reminder: A logistics email will be sent approximately 24 hours before the first session begins.
Questions? If you do not receive these communications, please contact Academy@PublicPower.org.

Course Access and Materials

Zoom Access: Zoom login credentials will be sent approximately 24 hours before the first session.
Course Materials: Course materials will be available through your APPA user portal at least 24 hours before the first session, along with instructions for accessing and downloading them.
Recordings: All sessions will be recorded and made available through your APPA user portal within one week after the final session concludes. Recordings will remain accessible for 90 days following the last session.
Note: Continuing education credit is available only for live attendance.

Technology Requirements

Computer Access: Each participant should join from their own computer to fully engage in discussions, polling activities, and course exercises.
Internet Connection: A reliable internet connection is required to participate in the Zoom sessions.
Audio and Webcam: Participants must be able to enable computer audio to listen and participate in discussions. A call-in option will also be available. Use of a webcam is encouraged to support engagement and interaction with instructors and fellow participants.
Group Participation: If multiple participants plan to attend from a shared conference room, please contact Academy@PublicPower.org in advance.

New to Zoom?

If you have not previously participated in a Zoom meeting, we recommend downloading the Zoom desktop application from the Zoom Download Center before the course begins. You can also visit Zoom.us/test to verify your connection and familiarize yourself with the platform.

If you are unable to download the desktop application, you may still participate through your web browser. For the best experience, we recommend using Google Chrome.