Memphis Light Gas & Water
Company: Memphis Light, Gas and Water
Company Division/Group: Corporate Communications
Company Description: Founded in 1939, MLGW is the largest three-service public utility in the nation with 2,700 employees operating under the dynamic leadership of President & CEO, Herman Morris, Jr. MLGW's slogan, "Hometown Energy Working for You," reflects the company's commitment to the community which has garnered the utility numerous awards.
Nomination Category: Individual Awards Categories
Nomination Sub Category: Best Communications Executive
Nomination Title: Mark Heuberger, Chief Communications Officer
Tell the story about what this nominee achieved in 2003 (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
Whether he’s leading the company through a media crisis, creating a campaign to
inform customers of important issues or ensuring that his department’s
communications fully support the company’s business plan, Mark Heuberger,
Chief Communications Officer for Memphis Light, Gas and Water (MLGW), is truly the best of corporate communicators. His leadership has helped to make MLGW one of the most respected companies in the community and utility industry.MLGW does not retain an outside agency; rather, concept, creative and
production is handled in-house for internal and external communications. As a
municipal entity, MLGW’s limited resources require a good deal of creativity and
discipline be applied to its work each day. Under Mark’s guidance, MLGW spends less than 65 cents annually per residential customer on external communications
efforts, which is less than any large public power company in the country.The Corporate Communications department responded to more than 700 local,
national and industry media requests in 2002. One of Mark’s biggest media
challenges came in July 2003, when hurricane force winds devastated MLGW’s
electric system and knocked out power to 80 percent of its customers. Mark and
his team immediately took charge of communications, issuing regularly scheduled
news releases, talking with media and coordinating tours for U.S. Congressmen
as well as speaking engagements by MLGW senior staff. As a result of this
massive communications effort, customers were reassured that power would soon
be returned and the utility’s customer approval rating is at an all-time high of 94.23
percent. In addition, Mark is often called upon to share crisis communications
strategies with other companies.While restoration efforts were in full swing, MLGW received news that the United
States Department of Treasury had agreed, at MLGW’s request, to change tax
codes so MLGW could issue bonds for the prepayment of power at a discounted
rate. Earlier communications efforts landed this historic plan on the front of The
Wall Street Journal business section. By strategically integrating communications
with MLGW’s overall business strategy, MLGW was able to gain key proponents
for the tax code change, including support from U.S. Senate Majority leader Bill
Frist.Mark’s out-of-the-box approach has led to many unconventional communications
successes. To continually feed important energy efficiency information to MLGW
customers, Mark developed a partnership with a local network affiliate to present
energy saving messages during newscasts and other programming. In addition,
the utility produces a half-hour television program that shares company
information—including energy saving tips with its customers. Parts of the show are
also available at the company website via streaming video. As a result of these
efforts, combined with traditional communications methods customer consumption
between the winter of 2001 and 2002 dropped 12 percent, even as temperature
averages remained the same.Other qualities of Mark’s leadership include his supporting and listening to his staff
and incorporating their ideas into MLGW’s communications efforts. Mark
genuinely values every member of his staff, and he proves that value by sharing
ideas and asking for input to produce the best product possible. The MLGW
Corporate Communications department has won numerous local and national
awards, including the 2003 Stevie award for Best Communications Organization.
Under Mark’s leadership, MLGW has moved from a company that avoided the
media, to an organization that is taking control of its destiny through its
communications.
List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: List each link on a separate line, begin each link with http://, and enclose each link in square brackets; for example, [http://www.website.com]:
http://www.mlgw.com/corporatecommunications
Provide a brief (up to 100 words) biography about this nominee:
As Chief Communications Officer, Mark Heuberger is responsible for
managing and coordinating all aspects of employee and public communication
programs, media relations, web site management, and graphic arts. He received a
B.A. degree in Journalism in 1978 and an M.A. in Communication Management in
1987 from Memphis State University. He is actively involved in organizations
promoting communication, and serves as Chairman of American Public Power
Association's Public Communications Committee. Under Mr. Heuberger’s
leadership, the MLGW Corporate Communications department has been honored
with local and national communications awards.