Reputation Communication Dianova 2013

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Developing Trustworthy Relationships for Organizational Efficiency & Effectiveness on both Nonprofit and For-profit Organizations. The Dianova Portugal Case Study …

Developing Trustworthy Relationships for Organizational Efficiency & Effectiveness on both Nonprofit and For-profit Organizations. The Dianova Portugal Case Study

Incorporating Best Practices: Change Management, Governance, Quality, Sustainability | Corporate Social Responsibility | Reputation Management, Organizational and Social Innovation, Talent Management, Work-life Balance Reputation, Accountability, Impact Investment, Social Impact Evaluation, Integrated Communication…

… a Sustainability & Change Management Roadmap: Leading and Recreating our future from the inside out… One language, One voice, One brand!

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  • 1. Rui Martins | Communication Director COMMUNICATE TO CREATE VALUE & SOCIAL IMPACT ANIMAR | Vila Franca Xira May, 25th 2013
  • 2. Commitment| Solidarity| Tolerance| Internacionality… Inspiring Change! Dianova Portugal© 2 In Conta Satélite economia Social, INE | CASES 2013 http://www.slideshare.net/Dianova/conta-satelite-economia-social-2013 The Increasing Attractiveness of the 3rd Sector Professionalism | Employability | Productivity In The Johns Hopkins “Comparative Nonprofit Sector Project” e Universidade Católica Portuguesa, 2005 5,4 thousand M € = 4,2% GDP 227.000 Employees = 4,2% Active Population 48% own revenues 40% government 12% philantropy 2,8% GDP (Wealth ) & 5,5% Employment 55.383 Orgz. 94% Associations 40,1% Social Action 54,1% GDP 64,9% Employment 5.022 IPSS 50,1% GDP 42,6% Salary 38,2% Need Financing Income 14.177,9 M€ 62,8% Production 23,8% Subsidies
  • 3. Commitment| Solidarity| Tolerance| Internacionality… Inspiring Change! Dianova Portugal© 3 INNOVATION MANAGEMENT INNOVATION IN WORKING PRACTICIES COMPETITIVE ADVANTAGE In Julian Birkinshaw, co-founder Innovation Lab, London Business School What differentiates na Effective Civil Society Organization? Aligning Stakeholders’ Perceptions with Organizations’ Objectives (Multiple Constituents Model) • More effective directions, taking right decisions and doing things well. • Greater use of correct management procedures (needs evaluation, strategic planning, satistaction measurement) • Greater use of change management strategies (search for new income sources, increase of legitimacy, costs control) • Having a prestigious Board only moderately related In “Nonprofit Organizational Effectiveness: contrasts between especially effective and less effective organizations”, Herman & Renz, 1998, Nonprofit Management and Leadership Organizational Innovation in the Third Sector
  • 4. Commitment| Solidarity| Tolerance| Internacionality… Inspiring Change! Dianova Portugal© 4 Innovation | Incorporate Best Practices Change Management, Governance, Quality, Sustainability|Corporate Social Responsibility, Talent Management, Work-life Balance Reputation, Accountability, Impact Investment, Social Impact Evaluation, Integrated Communication… Create a corporate trustworthy brand by creating an inspiring Social Organization… ... that offers a value proposition for Customers, Employees and Society at large... ... ensuring the Sustainability of the Organization! O B J E C T I V E
  • 5. Commitment| Solidarity| Tolerance| Internacionality… Inspiring Change! Dianova Portugal© 5 Developing Trustworthy Relationships for Organizational Efficiency & Effectiveness Stakeholders perceptions and expectations aligned with Organizational goals Trust Relations Development = Competitive Advantage Source Barney&Hansen 1994 Trust is a central construct within the frame and the dynamics of relashionship engagement (Credd & Miles, 1996). Develop and sustain trust is especially important for Organizational effectiveness. (Davis et al, 2000) A R I S T O T L E S Brand/Marketing Engagement: Transparency, Honesty & Interactivity ... In telling the story, experience through appropriate channels to create and mantain relationships of mutual benefit. Trust Reputation ... through the demonstration of good practices in the “Trust Bank Deposit” Souce credibility Ethos → character & integrity Logos → expertise & competency Pathos → charism
  • 6. Commitment| Solidarity| Tolerance| Internacionality… Inspiring Change! Dianova Portugal© 6 “TRUST is the general belief that an organization in its communication and behaviours is responsible, open and honest, concerned, reliable and worthy of identification with its objectives, rules and values” Zalabak, 2010 MEASURING TRUST Organizational Trust Index COMPETENCY Is it efficient? Tech adaptation, clearly thinking, skills, communication and problems resolution HONESTY Perception of how information is provided. CONCERN Management balance, Relacionships, Experience, Honesty, empathy, consistency IDENTIFICATION Shared values, Regulations and beliefs RELIABILITY Development of Consistent actions Developing Trustworthy Relationships for Organizational Efficiency & Effectiveness Stakeholders perceptions and expectations aligned with Organizational goals
  • 7. Commitment| Solidarity| Tolerance| Internacionality… Inspiring Change! Dianova Portugal© 7 “TRUST is the general belief that an organization in its communication and behaviours is responsible, open and honest, concerned, reliable and worthy of identification with its objectives, rules and values” Zalabak, 2010 BENEFITS → POSITIVE RESULTS Greater job satisfaction, productivity and commitment to the Organization. Flaherty & Pappas, 2000 Higher sales and profits and lower turnover rate. Davis et al, 2000 Increase cooperative behavior Gambetta, 1988 BARRIERS → NEGATIVE RESULTS • Decreased desire of employees to contribute to productivity goals • Creates fear and destructive behaviours • Worsening crises • Distrust is costly Schokley-Zalabak, 2010 Developing Trustworthy Relationships for Organizational Efficiency & Effectiveness Stakeholders perceptions and expectations aligned with Organizational goals
  • 8. Commitment| Solidarity| Tolerance| Internacionality… Inspiring Change! Dianova Portugal© 8 P R O C E S S People – Leadership – Organizacional Culture Offline and Online Tools Change Management techniques and processes Positive Change vs Sustainability and Organizational Development • What procedures and skills do we need? • What needs to be changed? • How to manage change in harmony with our values? Strategy Changing Communication Proactive/ Constructive Flow Awareness | Comprehension| Commitment| Change Information| Dialogue | Engagement| Recognition + + Roadmap Sustainability & Change Management: Leading and Recreating our future from the inside out… One language, One voice, One brand
  • 9. Commitment| Solidarity| Tolerance| Internacionality… Inspiring Change! Dianova Portugal© 9 PRESENT SITUATION DESIRED SITUATION STRATEGY Why are we here? • Define the situation •or problem What we want to achieve?  Define options Where do we want to be? Set goals, timelines, kpiS and initiatives. How to line up?  Converge Global action plan with Units The Action  Initiatives and projects that build long lasting Reputation What we have achieved ? Positive Results and Positive Social Impact Next steps  ((re)Invest in new opportunities...  ... and continuous improvement! Mobilize change through Leadership Translate a strategy (goals, iniciatives, KPIs) Align Corporate and Centers Motivating a joint task (Communication, Objectivse, Training) Manage to convert strategy into a continuous process Make the Organization Sustainable Increase the direct and indirect Social Impact Roadmap Sustainability & Change Management: Leading and Recreating our future from the inside out… One language, One voice, One brand
  • 10. Commitment| Solidarity| Tolerance| Internacionality… Inspiring Change! Dianova Portugal© 10 INTEGRATED COMMUNICATIONS Unidirecional Proccess to Disclosure Information (Media and/or other Off/Online channels Bidirectional Management Process Relationships Win-Win with Stakeholders REPUTATION MANAGEMENT| CORPORATE SOCIAL RESPONSIBILITY Market= CHATS! DIALOGUE: • Bidirectional • People • Information • Participation INFORMATION MANAGEMENT Roadmap Sustainability & Change Management: Leading and Recreating our future from the inside out… One language, One voice, One brand
  • 11. Commitment| Solidarity| Tolerance| Internacionality… Inspiring Change! Dianova Portugal© 11 Association of friendship and alliances around products, services and ideas Human Interaction Ecosystem that shapes attitudes and behaviors It’s driven by People in the Communities in which they Communicate and Congregate It is to Create, Discover and Share new contents It’s Creating vibrant and enriched Cultures and use Connection tools Corporate Communication Crisis Management Online Communication Media Relations Internal Communication Government RelationsBrand Management Social Marketing Events Organization Integrated Communications Social Media: a new Participation | Human Interaction process Public Affairs Strategic Alliances & Partnerships Measurement & Evaluation Social Media Management
  • 12. Commitment| Solidarity| Tolerance| Internacionality… Inspiring Change! Dianova Portugal© 12 Advertisin g RP Communication | Social Media Marketing “The strategic integrated communication process creates mutual beneficial relations between Organizations and the Public” INTEGRATED COMMUNICATION LOW COST | NO COST Strategic Marketing
  • 13. Commitment| Solidarity| Tolerance| Internacionality… Inspiring Change! Dianova Portugal© 13 You’ve just entered a lift (Elevator Pitch)… … and you have 20 seconds to explain what is the Organization:  What it does?,  Who is the target?,  With what objectives?,  What’s the value proposition? Done? Retain the idea…
  • 14. Commitment| Solidarity| Tolerance| Internacionality… Inspiring Change! Dianova Portugal© 14 You’ve just taken the 1st Step in your Storytelling | Storydoing… … which will help you understand how your Organization is understood and (re)POSITION to maximize its Strategic GOALS MANAGEMENT OF CORPORATE REPUTATION REPUTATION FOR WHAT? • Determine what’s important for each group of stakeholders REPUTATION FOR WHOM? • Good will created through relations with stakeholders REPUTATION WITH WHAT OBJECTIVE? • Create good will is the final objective identifying and managing issues. REPUTATION | Collective evaluation of the ability of an Organization to deliver positive results to representative groups of its Stakeholders. Benefíits: create competitive advantage | attract and retain better talent | attract investors and sponsors | increases customer loyalty| Increases access to new segments
  • 15. Commitment| Solidarity| Tolerance| Internacionality… Inspiring Change! Dianova Portugal© 15 It’s like any other History: to be credible, consistent and reliable Organiza tion Mission Vision Values Objectives Differentiation Skills Expectations Objectives: 1. What do we want to be? 2. How do we want to be remembered? Clients and Market: 1. What can Stakeholders expect from us? 2. How can we meet their needs and expectations? Competitive Advantage: 1. What are our habilities? 2. What differentiates us? 3. What do we need to change? … it has to be ALIGNED and PROPELLED through multiple online and offline engagement channels
  • 16. Commitment| Solidarity| Tolerance| Internacionality… Inspiring Change! Dianova Portugal© 16 Create value for Stakeholders and help build an informed opinion through effective management of relationships... … this is the Mission of Corporate Communication Understand the business, issues and barriers’ objectives Identify key Stakeholders and their present versus desired perceptions Develop a communication strategy to fill the gap through emotional and racional drivers Is the perception different from the reality? Are we communic ating with the right public? Vision / Capabilities / Espectation s
  • 17. Commitment| Solidarity| Tolerance| Internacionality… Inspiring Change! Dianova Portugal© 17 Strategic Model of Causes Communication 1 Define the Brand history and Reputation which we want to create. 2 Share the history with multiples Stakeholders 3 Mobilize the “defensors” (advocacy) who mobilize others in our favour 4 Listen and understand the perspectives of the stakeholders and if the messages are being transmitted 5 Evaluate and redefine the strategy, tactics, stakeholders, channels Coprporate Unique Differentiator Character
  • 18. Commitment| Solidarity| Tolerance| Internacionality… Inspiring Change! Dianova Portugal© 18 Define SMART Objectives S: Specific M: Measurable A: Achievable R: Realistic T: Time What we want to achieve? What metrics (KPIs) to use? Effort and commitment are realistic? What’s the importance of the objective? When is the goal to be reached? Potential barriers/Opportunities Person in Charge Actions Targets and KPIs (re)Evaluation
  • 19. Commitment| Solidarity| Tolerance| Internacionality… Inspiring Change! Dianova Portugal© 19 Select and set Multi-Stakeholders (Groups and Issues) Approach DIALOGUE Authentic, Transparent, Credible (From definition to Management Engagement) Stakeholders Envolvement | Proactivily involve stakeholders to manage relationships in a strategic, focused and effective way in order to boost the reputation and business success. ENGAGE CRITICALS STAKEHOL DERS BUSINESS SUCCESS & POSITIVE REPUTATION Mitigate / Neuter Detractors Conver Neutrals Empowering Advocates as Ambassadors POWER INFLUENCE BRAND FAVOURABILITY
  • 20. Commitment| Solidarity| Tolerance| Internacionality… Inspiring Change! Dianova Portugal© 20 (re)Define Long Term Position It is intended that the Audience KNOW the Organization 1 It is intended that the Audience understand that the Organization is RELEVANT to their needs 2 It is intended that the Audience believe the Organization’s DIFFERENTIATION 3 It is intended that the Audience consider the Organization with high ESTEEM. 4 Fill the strategic gap to tell a unique story Show the ability to do things better than anyone. Solution to problems solve out of the box that lead to inovation THE4PILLARSOFCORPORATE COMMUNICATION
  • 21. Commitment| Solidarity| Tolerance| Internacionality… Inspiring Change! Dianova Portugal© 21 PUBLIC RELATIONS Press Kit with messages (rational and emotional) and key materials: Corporate eDossier Align External program with Internal Communication to engage and inspire Employees and Stakeholders Integrated Communication Stategy with interviews, reviews, testemonials, facts, news Engagment with Government and Local Authorities using key messages with specific framework Online Dialog fos specific audiences Channels oriented to interection stimulating dialog, resourses, listening and feedback Press office to select key media, create data bases, identify spokesperson, define goals Tell Your Story Integrated
  • 22. Commitment| Solidarity| Tolerance| Internacionality… Inspiring Change! Dianova Portugal© 22 eKIT PR Toolbox A BRAND is still judge by its Leardership+ Performance + Citizenship + Governance + Social Responsibility + Inovation + Place of Work + Products and Services New approach to Social Media + PR + Media Channels to best operate with the intention to: Communica te, Build relations and Influence
  • 23. Commitment| Solidarity| Tolerance| Internacionality… Inspiring Change! Dianova Portugal© 23 OUTPUT IMPACT OUTCOMES With what effectiveness we spread out our message. • KPI EVA ? (Average Evaluation) monthly • N. Likes, Shares, Tweets What effect does our communication has on stakeholders • KPI Qualitaty & Quantitaty Analysis (partnerships, financing, contracts, training, loyalty, etc.) • KPI Measurement Scale Relations Grunig et al 1999 (annual) • SROI • IRIS What changes through measurement metrics Measurement | Evaluation |Accountability | Transparency
  • 24. Commitment| Solidarity| Tolerance| Internacionality… Inspiring Change! Dianova Portugal© 24 MISSION : To develop actions and programs that will contribute to the Personal Autonomy and Social Development Dianova Network & International Hub of Public Affairs 3 Continents | 11 Countries
  • 25. Commitment| Solidarity| Tolerance| Internacionality… Inspiring Change! Dianova Portugal© 25 PROTOCOLS Education and Health Promotion Drug Abuse Treatment Socio and Professional Reintegration Psychosocial Support Empowerment & Training (Hard | Soft Skills) AFFILIATIONS Organizational & Social Innovation Agent Cooperation & Learning Culture Oriented Social and Solidarity Agent Social Change Promoter Dianova recognized as Private Institution for Social Solidarity, Public Utility Association and Non-Governmental Organization for Development
  • 26. Commitment| Solidarity| Tolerance| Internacionality… Inspiring Change! Dianova Portugal© 26 Certifications | Acredditations Dianova ISO 9001:2008 EFR DGERT | CCPFC Quality Management System CTQL (1st in Portugal) Training Entity (CFD) DGERT – MTSS | CCPFC – ME Family Responsible Entity Social Economy (1st in Portugal)
  • 27. Commitment| Solidarity| Tolerance| Internacionality… Inspiring Change! Dianova Portugal© 27 Dianova | Operational Units (Lisbon | Oliveira Azeméis | Torres Vedras) HEADQUARTERS Dianova Portugal Therapeutic Community Quinta das Lapas Training Center Dianova Social Reintegration Apartment Social Enterpirse Nursery Plant Students Residential Emergency Center Project Casa Azul Psychosocial Support Center +Health
  • 28. Commitment| Solidarity| Tolerance| Internacionality… Inspiring Change! Dianova Portugal© 28Compromisso| Solidariedade| Tolerância| Internacionalidade… Inspirando a Mudança! Dianova Portugal© Areas 77,9% Programs 22,1% Management Gender 50% Female 50% Male Age Average 40,1 Qualifications 31% College 69% High School The TeamTalent Retention 94%41 Employees 90% Direct Contracts 10% Indirects
  • 29. Commitment| Solidarity| Tolerance| Internacionality… Inspiring Change! Dianova Portugal© 29 Government • Legislators • Regulators • Politicians • Central and Local Administration • Project Analysts • Internacional Agencies Organization • Board • Staff / Employees • Voluntiers • Suppliers • Partners • Clients • “Shareholders” Community • Leaders • Analysts • Investors e Sponsors • General Public • Academy • Media Market • Precribers • Health, Education, Social Professionals • Potencial Customers • Families • Opinion Liders • Competition Good Corporate citizen? Social Development? Quality? Effective? Partnerships? Innovative? Good Governance? Social Value? Goodplace to work? Criative team? Multi-stakeholders Cooperation Culture and Cooptition Approach Based on the Model of Business Relations, MacMillan et al (2000) Trustworthy? Commitment
  • 30. Commitment| Solidarity| Tolerance| Internacionality… Inspiring Change! Dianova Portugal© 30 Integrated Communication Moto Learn | Grow | Achieve Values Management oriented: align corporate culture with principles Public | European Affairs Cause Communication Marketing Media Relationships Organization & Events Participation Online Communication & Social Media Services MarketingInternal Communication Social Advertising Campaigns Brand Management Corporative Communication
  • 31. Commitment| Solidarity| Tolerance| Internacionality… Inspiring Change! Dianova Portugal© 31 SOCIAL ENVIRONM ENTAL ECONOMICLEGAL ETHICAL Trust Bank Deposit & Best Practices CSR Walking the Talk… Everlasting Effects!© Reputation Is built on actions
  • 32. Commitment| Solidarity| Tolerance| Internacionality… Inspiring Change! Dianova Portugal© 32 Economic PerformanceEconomic REGULARIZATION OF TAXES UPDATED VOLUME OF LOCAL EMPLOYMENT +40 / YEAR SUPLIERS PAYMENT 30 DAYS
  • 33. Commitment| Solidarity| Tolerance| Internacionality… Inspiring Change! Dianova Portugal© 33 Delivering the Promise Social Impact 2007-2011Social
  • 34. Commitment| Solidarity| Tolerance| Internacionality… Inspiring Change! Dianova Portugal© 34 Efficiency Increase and Environmental ImpactEnvironmental IMPLEMENTATION OF SOLAR PANELS & ENERGETIC COST and ECOLOGICAL FOOTPRINT REDUCTION
  • 35. Commitment| Solidarity| Tolerance| Internacionality… Inspiring Change! Dianova Portugal© 35 Comply the International, EU & NaTional LegislationLegal Industrial Property 13 Brands 16 Domains Principles and Responsabilities Chart Plan for Gender Equality and Work-Life Balance
  • 36. Commitment| Solidarity| Tolerance| Internacionality… Inspiring Change! Dianova Portugal© 36 Management through Ethical and Values “Social Business”Ethical Performance Management Behavior and attitude Evaluation → Performance of Excellence Employee Evaluation & Satisfaction Give active voice and know how satisfied People are Ethical Code
  • 37. Commitment| Solidarity| Tolerance| Internacionality… Inspiring Change! Dianova Portugal© 37 Brand Management Corporate Identity Materials
  • 38. Commitment| Solidarity| Tolerance| Internacionality… Inspiring Change! Dianova Portugal© 38 Online Communication Sites | Blog | Social Networks
  • 39. Commitment| Solidarity| Tolerance| Internacionality… Inspiring Change! Dianova Portugal© 39 Online Communication Sites | Blog | Social Networks
  • 40. Commitment| Solidarity| Tolerance| Internacionality… Inspiring Change! Dianova Portugal© 40 Temporary Accommodation Center Oliveira de Azeméis SOLIS Project 2005-2010 Promoter Entity Oliveira Azeméis Municipality Executing Agency Dianova Portugal + 9 Local Partners 12 Activities To Children, Young People, Adults and Seniors Length 6 years Beneficiaries 4.030 People Financing 1,2 million € Social Inclusion, Volunteering, Seniors, Domestic Violence (170 Users), Social Rehousing, Housing Rehabilitation, Socioprofisional Integration, Health Education, …
  • 41. Commitment| Solidarity| Tolerance| Internacionality… Inspiring Change! Dianova Portugal© 41 Dianova Training Center: Empower| Undertake | Innovate | Portugal TRAINESS 1.624 TRAINING ACTIONS 112 HOURS OF TRAINING 6.724 TRAINERS 16 Internal 750 External
  • 42. Commitment| Solidarity| Tolerance| Internacionality… Inspiring Change! Dianova Portugal© 42 20132012 2000 2010200920072000 Begining of Activity Lounch of Mother’s Day Campaign Christmas weather destroys Greenhouses Greenhouses Reconstruction Manuel António da Mota Award Honorable Mention Implementation of the Solidarity Brand Development of processes for the Commercial Management Diversification of Clients Portfolio Hiring of na Agronomist Engineer Income 300.000€/ year Social Enterprise Nursery Plant: Major Events Employees 13 SOCIAL REINTEGRATION → EMPOWERING → SOCIOPROFESSIONAL INTEGRATION → SUSTAINABILITY
  • 43. Commitment| Solidarity| Tolerance| Internacionality… Inspiring Change! Dianova Portugal© 43 STAFF ORGANIZATION BENEFICIARIES COMMUNITY SOCIETY Renovation of SGQ 2011-2014 → Dynamic Methodology 100% Client Sarisfaction Increased social legitimacy Increased transfer of hnow-how Increase Motivation → efficiency e effectiveness Increase integration on social networks (CRI, CLAS)100% Population Recomend the Service Quality and Inovation ISO 9001:2008 Impact and Benefits Therapeutic Community •Public Recognition: Private Category Award Hospital do Futuro’05/06 • Invitation to National and International Conferences
  • 44. Commitment| Solidarity| Tolerance| Internacionality… Inspiring Change! Dianova Portugal© 44 Scientific Study Follow-up “Social Trajectories” 2009-2013 CIES | ISCTE-IUL
  • 45. Commitment| Solidarity| Tolerance| Internacionality… Inspiring Change! Dianova Portugal© 45 EAD Lisbon Event March, 15th 2011 • 100 participants Colleges, Diverse Public Organizations, Companies, ONG/IPSS, Citizens and Special Guests • 10 Mass Media • 82 Published News 47 Press (43%), 35 TV & Radio (35%), 24 Social Media (22%) • 1.200.000 people affected by the news • ROI 236.596€ Campaign EU “European Action On Drugs” EAD Lisbon Event 2011
  • 46. Commitment| Solidarity| Tolerance| Internacionality… Inspiring Change! Dianova Portugal© 46 Campaign EU “Migrants in Europe” Portugal 2013 Results National Coordinator | Rui Martins & National Jury| Raquel Campos Franco, Carmo Leal, Rosário Farmhouse, Carlos Nogueira and Ana Ximenes OVERREACHED RESULTS 182% 48 REGISTERED UNIVERSITIES 78 SUBMITTED WORKS 10 SELECTED WORKS (NATIONAL JURY PORTUGAL) WILL JOIN THE EUROPEAN SELECTION (EUROPEAN JURY) TO BE HELD IN SEPTEMBER | BRUSSELS
  • 47. Commitment| Solidarity| Tolerance| Internacionality… Inspiring Change! Dianova Portugal© 47 19 Sponsors Media 1 Sponsor Publicards (271 Locals) 1 Sponsor Lisbon Subway (500 cartazes) Social Networks Facebook, LinkedIn, Twitter Social Advertising Campaign| Health Impact Evaluation 2011
  • 48. Commitment| Solidarity| Tolerance| Internacionality… Inspiring Change! Dianova Portugal© 48 19 Magazines and Newspapers 23 pages 517.911 audience (5 millions readers) 75.779€ ROI 500 Posters Lisbon Subway 600.000 passengers/day 3 weeks (14.400.000 pass.) 105.000€ ROI My Tech Notes & My Finance Notes University Notebooks 50.000 copies Social Advertising Campaign| Health Impact Evaluation 2011
  • 49. Commitment| Solidarity| Tolerance| Internacionality… Inspiring Change! Dianova Portugal© 49 IMPACT 2007-2012 13.460 PEOPLE Annual Initiative Health Promotion “Mocktails” | Torres Vedras
  • 50. Commitment| Solidarity| Tolerance| Internacionality… Inspiring Change! Dianova Portugal© 50 Celebration of Commemorative Dates Annual Christmas Postcard Colateral enhancement to: • Increase Visibility • Increase brand engagment • Disseminate key messages
  • 51. Commitment| Solidarity| Tolerance| Internacionality… Inspiring Change! Dianova Portugal© 51 Accept Mistakes Enjoy In Conclusion Simplicity in Complexity Guidance for Learning Take risks. Encourage Inovate
  • 52. Quinta das Lapas, 2565-517 Monte Redondo Torres Vedras Telf.: +351 261 312 300 Fax.: +351 261 312 322 E-mail: rui.martins@dianova.pt| Website: http://www.dianova.pt www.dianova.pt www.formacao.dianova.pt http://aprendercrescerconcretizar.wordpress.com dianovaportugal dianova-portugal www.apoiopsicossocial.dianova.pt