From misunderstood to trusted

Nelson Hydro, the City of Nelson’s own electric utility, came to us when many customers didn’t understand what it did or why it made the decisions it did, and that gap had turned into a growing PR problem. We refreshed the brand, built a communications plan and opened new channels to reach customers directly.

Communications plan

We started by listening

A customer survey showed us how people really felt about their utility and what they wanted to hear more about. The answers shaped a communications plan built on one idea: turn complex utility topics into short content people can understand.

Brand identity

A flexible identity

We gave Nelson Hydro’s well-loved logo a subtle refresh and built it into a full identity system that works at any size, from a truck door to a social post. Its signature is a curving line that moves through photos and text. Literally, it’s a power line. Figuratively, it’s connection and community, and the feeling of being kept in the loop.

Content & channels

Clear, on every channel

We opened new channels to reach customers directly: organic social and paid ads, a customer newsletter and email marketing, and the copy behind all of it. Each piece takes one complex topic and makes it simple, so customers know what’s happening and why.

PR & crisis communications

Trusted when it matters

When pressure peaked, we guided Nelson Hydro through PR and crisis communications, building its key messaging and increasing the flow of information to the public. When the power goes out, templated outage posts go live right away, so the community hears it first from its own utility, in plain language.

Between outages, we keep people informed and involved, from notices for public information sessions to tips on getting ready for the cold season. Nelson Hydro’s channels have since become a trusted source of information for the community, and the relationship rests on transparency.

Photo, video & print

Real crews, real community

Our photo and video production puts Nelson Hydro’s own people in front of the camera: line crews, trucks and the community they serve. The same library feeds social, the newsletter, signage and event collateral, so every touchpoint looks like one utility.