CIPR Main Room Presentations

CHARTERED INSTITUTE OF PUBLIC RELATIONS

BUILDING OUR FUTURE /

ANNUAL INTERNAL COMMUNICATION CONFERENCE 2013

In association with CIPR Inside

BUILDING OUR FUTURE / JAMES HARKNESS FCIPR HARKNESSKENNETT CIPR INSIDE CHAIR

CIPR INSIDE COMMITTEE /

CIPR INSIDE?

• The CIPR group for internal communication

professionals, with over 700 members

• Any CIPR member can select to join the

CIPR Inside group

• A committee of elected IC professionals,

represents the group’s membership and

develops events and opportunities

specifically for our members

Gihan Hyde Gloria Lombardi James Harkness

Kevin Ruck Marsha Van Moorsel Rachel Miller

Rebecca Astles Roland Burton Angela Gostling

Trudy Lewis Jenni Wheller Jo Walker

PARTNERS & SPONSORS /

How do we…

• Reduce noise?

• Influence senior people?

• Collaborate with HR?

• Communicate with remote workers?

• Involve managers?

• Speed up organisational change?

• Measure?

Internal Communication today:

• Increasingly recognised as a discipline that enables real

engagement and organisational success

• On the CEO and leadership agenda

• Embracing the opportunities that digital provides

• Our skills are in demand!

HOW CONFIDENT ARE YOU THAT INTERNAL COMMUNICATION PROVIDES A CAREER FOR THE FUTURE? /

HOW CONFIDENT ARE YOU THAT INTERNAL COMMUNICATION PROVIDES A CAREER FOR THE FUTURE? / 1. Very confident

2. Confident

3. Undecided

4. Not confident

5. Not at all confident

IS THERE A FUTURE FOR INTERNAL COMMUNICATION?

SARAH LARVOR GLOBAL HEAD OF STRATEGIC COMMUNICATION AND BRAND

NATIONAL GRID

The business case for internal communication

Employee engagement

Customer satisfaction Bottom line

benefit

All change

http://www.istockphoto.com/stoc

k-illustration-9956473-color-

burst-background-

set.php?st=e5d4ef5

2 credits

digital and social media

Explosion of mobile

Growth of

Disruptive technology

Disruptive

technology

information consumption

Changing patterns of

User generated

Companies no longer control the conversation

But if you’re smart, you can influence it

Employer/employee contract is changing

Traditional distinctions are redundant

Investor

Employee

Customer

Graduate

Government

Community

From To

Graduate Government Community

Press Investor

Employee

Customer

Internal

Communication

The new realities

Complexity

simplicity

Consistency

is king

Transparency,

authenticity,

alignment

Management

must step up

Be a bit paranoid

New focus

THINK! Issues

Thought leadership

What you want to be known for

Is it honest, true, consistent?

Content

Channels

Relationships

Bright future for

communicators with

skills and insight

IS THERE A FUTURE FOR INTERNAL COMMUNICATION? /

Questions

THE GAP BETWEEN SUCCESS AND FAILURE /

Jenni Wheller Internal Communications Manager, SSP UK & Barry Gifford Operations Director for Pubs and Bars, SSP UK

THE GAP BETWEEN SUCCESS AND FAILURE /

Questions

WORKSHOPS / Session 1: 11:05am

Session 2: 11:40am

Workshop title Room no. &

Building a world-class internal communications function Fiona Gibson, HSBC

Pakistan

Room – 1st

Your career in your hands Virginia Hicks, Comma

Exec Box 52

- 3rd Floor

Engaging your people to support their brand Andrew Jones, Blind Veterans UK

Australia

Room – 1st

Diplomatic Excellence – Creating global employee engagement at the Foreign

Commonwealth Office Krishan Lathigra & Catherine Morris, Foreign and Commonwealth Office

England

Suite – 2nd

Cutting through the noise of excessive communications Cliff Ettridge, The Team

Exec Box 56

– 3rd Floor

Creating employee communications that really engage and motivate action Jamie Pert, Newsweaver

Ashes Suite

– 1st Floor

CANINE PARTNERS /

Session from 1pm

Main conference room

CANINE PARTNERS /

Session from 1pm

CANINE PARTNERS /

Session from 1pm

LUNCH AND NETWORKING

CANINE PARTNERS /

Andy Cook CEO, Canine Partners

HOW CAN COMMUNICATORS KEEP THE ENGAGEMENT AGENDA ALIVE /

David MacLeod Engage for Success & Tanith Dodge Marks & Spencer

EMPLOYEE AND CUSTOMER ENGAGEMENT TANITH DODGE HR Director Marks & Spencer plc

DAVID MACLEOD Co-Chair, Employee Engagement Task Force

NAILING THE EVIDENCE

Why is it Important?

Percentage of employees

actively engaged

Percentage of employees who

do not trust their managers

The UK has 6% lower average engagement

levels than other large economies

(Kennexa, 2011)

Percentage below G7

productivity levels

(International comparison of

productivity gap)

CHARTERED INSTITUTE OF PUBLIC RELATIONS Imagine if 30% of lights didn’t work…

…or 30% of computers!

CHARTERED INSTITUTE OF PUBLIC RELATIONS Organisational Case Study Submissions

CHARTERED INSTITUTE OF PUBLIC RELATIONS Research Houses and other Organisations

Create the Light Bulb Moment

Linkages to Employee Engagement

Employee Engagement: Statistics and Case Studies

REVENUE GROWTH

Organisations in the top quartile of engagement scores demonstrated revenue growth 2.5 times greater than those in the bottom quartile.

CUSTOMER SATISFACTION

Companies with top quartile engagement scores average 12% higher customer advocacy.

PROFIT

Companies with engagement scores in the top 25% had twice the annual net profit.

PRODUCTIVITY

Organisations in the top quartile of employee engagement scores had 18% higher productivity.

INNOVATION

59% of engaged employees said that their job brings out their most creative ideas.

EMPLOYEE TURNOVER

Companies with high levels of engagement show turnover rate 40% lower than companies with low levels of engagement.

HEALTH & SAFETY

Organisations with engagement in the bottom quartile average 62% more accidents than those in the top.

EFFICIENCY An insurance company found that teams with

higher engagement had 35% less down time between calls – equivalent to one ‘free of charge’ employee to every eight employees.

“A happy workforce is a more productive workforce”

Employee Engagement at M&S

• Opportunity and Wellbeing

• Pride in the Company/Brand

• Trust

• Involvement

Source: Towers Perrin Survey of 200,000 employees in 18 countries

The Top Four Predictors of Employee Engagement

Positivity results - 74%

Employee Engagement - 73%

Knew what to do to give best customer service - 97%

Proud to recommend M&S products - 92%

Manager trusts me to get on with job - 90%

Engaging for Success

Upper Quartile vs.

Lower Quartile

Employee Engagement Correlation

Sales against plan (%) Absence against plan (%) Mystery Shop (%)

ENGAGE FOR SUCCESS

30/09/2013 ENGAGE FOR SUCCESS 2012 5

The Four Enablers of Engagement

The context for WHY Employee Engagement is critical: The 20th Century model was “Business as Usual”. MAKE EFFICIENT – aligned but not engaged, central direction, command and control.

The Bigger Picture

Task Force Launch

CHARTERED INSTITUTE OF PUBLIC RELATIONS Movement Structure

L TO R: Mark Elborne, CEO, North Europe GE; Ronan Dunne, CEO O2; Tanith Dodge, HR Director, Marks & Spencer; Sir Win Bischoff, Chairman Lloyds Banking Group; Nick Creswell, VP, Technology Thomson Reuters; Andy Harrison, CEO Whitbread; Frances O'Grady TUC; Martin Donnelly, BIS Permanent Secretary; Neil Bentley Deputy Director General CBI; Ian Powell Chairman and Senior Partner PwC; Rob Devey CEO UK & Europe Prudential; Ian King CEO BAE Systems; Richard Baker Chairman Virgin Active; Barbara Frost CEO Water Aid; Peter Cheese CEO CIPD; Bernadette

Malone CEO Perth and Kinross council; Marc Bolland CEO Marks & Spencer; Justin King CEO Sainsbury's; Eric Collins Managing Director Nampak; Steve Mogford CEO United Utilities; David Evans Chairman and CEO Grass Roots Group; Nita Clarke and David MacLeod, Co-Chairs of the Task

Senior Leaders Breakfast Summit 12th November 2012

CHARTERED INSTITUTE OF PUBLIC RELATIONS www.engageforsuccess.org

Twitter – www.twitter.com/engage4success Linked In – http://www.linkedin.com/company/engage-for-success Facebook – http://www.facebook.com/#!/EngageForSuccess Google+ - https://plus.google.com/#communities/118419210283831602780 YouTube - http://www.youtube.com/user/Engage4Success Pinterest - http://pinterest.com/engage4success/ Radio Show - http://www.blogtalkradio.com/engage-for-success

HOW CAN COMMUNICATORS KEEP THE ENGAGEMENT AGENDA ALIVE /

Questions

WORKSHOPS / Session 1: 14:00pm

Session 2: 14:45pm

Workshop title Room no. &

Channelling your inner Monica: Getting measurement to work for you Claire Newton, Telefonica UK & Maggie Wotherspoon, HarknessKennett

Australia

Room – 1st

Engaging remote workers Sam Hodlin, Eurostar

Exec Box 56

– 3rd Floor

Turn on the green light – engaging employees in sustainability Roland Burton, Marks & Spencer

England

Suite – 2nd

Creating momentum – why are we here? Pete Stevenson, The Edge Picture Company & Michelle Griffiths, Sport Wales

Ashes Suite

– 1st Floor

Conversations that make a difference: looking good vs. being real Michael Pounsford, Couravel

Pakistan

Room – 1st

CIPR INSIDE UPCOMING EVENTS / CIPR INSIDE – Ask the Guru

More info www.ciprinside.co.uk

29th October, 6.30 – 8pm

Helping employees cope with

change

Christine Crofts, Aviva Group

Lisa Sibley, Essex County Council

The Parcel Yard, King’s Cross Station,

London

19th November, 6.30 – 8pm

Social media in the workplace:

pros and cons

Euan Semple, Organizations Don't

Tweet - People Do

Marc Wright, simply-goodadvice &

simply-communicate.com

Ghassan Karian, Karian and Box

Unwin room, RIBA, 66 Portland Place

CIPR INSIDE UPCOMING EVENTS /

CIPR INSIDE – Webinars

4th October, 10.30 - 11.30

Social media: From social leaders, to hard to reach

groups – making it work for your organisation and

gaining leadership buy-in

Lee Hewett, Barclays

CIPR INSIDE UPCOMING EVENTS /

CIPR INSIDE Awards

Categories: (*new for 2013)

Programme Awards

• Employee engagement

• Change communication

• International programme

• Best use of measurement*

Channel awards

• Best intranet

• Best implementation of internal social

Team Awards

• Best agency

• Best in-house team

Training Award

• Best training course*

Individual award

• Best contribution to IC by an

individual*

Deadline: 29th November 2013

Award ceremony: March 2014

Entry fee: £85 + VAT

INVOLVEMENT: THE COMMUNICATOR’S MOST POWERFUL WEAPON /

Ashley Freeman & Jonny Tapnack INVOLVE

About INVOLVE

•Experts at Involvement

•Specialise in Live Experiences, Culture &

Behaviour Change and Involvement Tools

•Clients include adidas, B&Q, Fujitsu, GSK

and Vodafone

How this will work

• 3 x rotations

IMAGINE → INTERPRET → IMPRINT

• Attend a different workshop zone during each

rotation

• Use table mats to capture your ideas

• Nominate a scribe / facilitator

• This exercise is an art, not a science!

• If possible, no more than 10 people at a table

Where to go

Tables 1 - 3 Building a world-class internal communications function HSBC

Tables 4 Your career in your hands Comma Partners

Tables 5 & 6 Engaging your people to support their brand Blind Veterans UK

Tables 7 Diplomatic Excellence Foreign & Commonwealth Office

Tables 8 & 9 Cutting through noise of excessive communications The Team

Tables 10 -13 Conversations that make a difference Couravel

Tables 14 - 16 Channelling your inner Monica O2 & HarknessKennett

Tables 17 & 18 Engaging remote workers Eurostar

Tables 19 & 20 Engaging employees in sustainability M&S

Tables 21 & 22 Creating Momentum Sport Wales & The Edge

Tables 23 - 26 Employee communications that really engage Newsweaver

IMAGINE

Where to go

INTEPRET

Where to go

IMPRINT

www.buildingourfuture.info/

cipr-submit

How to submit

www.BuildingOurFuture.Info

@edgepicture

INVOLVEMENT: THE COMMUNICATOR’S MOST POWERFUL WEAPON /

Questions

CREATING SOCIAL CONVERSATIONS /

Rachel Miller, All things IC

Jonathan Phillips, Coca Cola Enterprises

Wendy Jordan, The Wheatley Group

Linda Mortimer, London Gatwick

Wendy Jordan

Group Communications Officer

The Wheatley Group

Wendy Jordan

Group Communications/Intranet Manager

Wendy.Jordan@wheatley-group.com

How Holmes gave us a voice Holmes: The Wheatley Group intranet

Date: 25/11/13

Holmes launched on 19 July 2012 following 18

months of preparation and staff consultation.

•Built on interact software

•Launched with core pages

•Launched with help from Intranet Army

•Immediately embraced, no hitches,

•Holmes has grown steadily since then (88%)

Holmes’ history in a nutshell

Housing Officers share best practice

Chief Exec publicly congratulates teams

Environmental teams swap healthy recipes

Holmes gives everyone a voice, even cats!

Why did it

HOW CONFIDENT ARE YOU THAT INTERNAL COMMUNICATIONS PROVIDES A CAREER FOR THE FUTURE? /

• Copies of today’s presentations are available on our

website www.ciprinside.co.uk

THANK YOU

CONFERENCE CLOSE

CIPR Main Room Presentations

Business

CIPR PRide Awards Cymru

CIPR Code of Conduct

Cipr social summer

Cipr final awards slides 2015

Cipr social media guidelines 2013

03.27.13 cipr toolkit

Taklimat Penyeliaan Tapak BSFJ - CIPR

CIPR Media Evaluation

Common Pediatric Psychiatric Presentations to the Emergency....

CIPR Manifesto

CIPR Presentation 2009

CIPR Conference - Morning Workshops

Cipr inside presentation mike grafham

Cipr social summer russell goldsmith

Standing Room Only: Creating Unforgettable Presentations

Cipr With Foamed Bitumen