Previous work

When an internal team realised that, despite helping each and every single employee, and had the help desk stats to back that up, no one knew what they did! No one knew how much they were saving in cost avoidance or the high performance of the team.
Working with the team, I created an annual newsletter, to be shared with all their major stakeholders. This newsletter included all their top performance stats, feedback from customers and showcased their year on year improvements.

A big change way coming, but how was everyone going to feel about it?

My first step was the understand why the change, renewing laptops were being renewed after four years, instead of the previous three years. Once I could understand the decision from a financial, a logistical and an environmental point of view, I tailored the announcement to suit the audience. Alongside this, I also created an internal page to give any one who was interested, a high level view of the overall decision making process.

Finally, providing a channel for feedback, collecting this and making sure it was triaged correctly was key to this projects success.

After the announcement was made, my client was delighted to receive overwhelming positive feedback. Following on, after six months, we shared this feedback, along with a view of how the changes had achieved their goals.

A busy internal team had created a self-service portal to help customers and reduce waiting times.

By creating a communications plan that not only showcased the ease of use of the new tool, but also highlighted how much quicker some requests could be solved, the customers were delighted to use the new tool. By keeping the teams familiar warm, friendly, customer service vibe, the communication plan reflected the team and ensure trust for all the customers.

At writing, over 40% of requests are now being handled by the self-service tool, and it’s feedback has maintained at the team high performing standard too.

After a particularly difficult company restructure, a number of internal teams were struggling, and feeling isolated.

By reviewing the current team rituals, reviewing what was working and what could instead be joined up, I was able to steamline the internal team communications. This ensured better, clearer lines of communications, better visability of the leadership, without overwhelming anyones calendar!

I also performed a full internal communications audit and was able to identify channels that were not being fully utilised. This helped teams to work more independently as information and updates were more readily available.