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CSR Online Awards Switzerland 2011 Executive Summary


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CSR Online Awards Switzerland 2011 Executive Summary

  1. 1. lundquist.CSRONLINEAWARDS lundquist. measure . manage . change2 0 1 1Lundquist AssessingCSR Online Awards online CSRSwitzerland communications based on2011 stakeholders’ needs7 November 2011Most Swiss companies fail to provide criticalnon-financial information online and missthe chance to build credibility and dialogue CSR Online Awards 2011:through dynamic and engaging online CSR Europe’s first study of online CSRcommunications communicationsNestlé, Credit Suisse and UBS perform best in 4th editiononline CSR communications 220+ companies evaluated in Europe: rankings for Austria, Europe 100, Germany, Italy, Nordic region, Switzerland, UKThe CSR Online Awards, conducted annually by 79 evaluation criteriacommunications consultancy Lundquist, returns to 100 points maximumSwitzerland to examine how the country’s largest 39 points average score for the top 20 Swisscompanies communicate corporate responsibility companiesonline. Although most of the top 20 companies report tosome extent on environmental, social and governance 312 responses to survey from CSR experts in 37issues, the results show that most fail to make the leap countriesfrom a disclosure-driven approach to adopting proactiveand engaging online communications.The study assessed the corporate websites of the 20largest companies in Switzerland using an evaluationprotocol of 79 criteria, totalling 100 points. The criteriawere drawn up on the basis of a survey of more than310 CSR professionals, sustainability experts andstakeholder representatives in 37 countries.The CSR Online Awards Switzerland 2011, published 3rd Lundquist CSR Online Awardstoday, finds Nestlé as the best Swiss company for Seminar – Veniceonline CSR communications for a second consecutiveyear, with a total of 74.5 points. Credit Suisse came The 3rd Lundquist CSR Online Awardsa distant second with 59.5 points, just ahead of UBS Seminar, held in Venice on 27-28 October,in third position with 59 points. Rounding out the top brought together representatives from more than 5010 (in descending order) were ABB, Holcim, Roche, companies across Europe to recognise the winnersNovartis, Syngenta, Richemont and Swisscom. The of the CSR Online Awards 2011. The seminaraverage score was 39 points, up from 37.5 last year. The featured internationally renowned speakers,best improvements were shown by Syngenta (+18.5 company case studies and discussion of the futurepoints) and ABB (+9). of corporate responsibility on the internet. See the Lundquist website for details and photographs. Lundquist - - 1
  2. 2. lundquist.CSRONLINEAWARDS lundquist. measure . manage . change2 0 1 1CSR Online Awards 2011: evaluating the engagement, dialogue and effective use of socialeffectiveness of corporate responsibility media.communications “Swiss companies - said James Osborne, head of CSR communications at Lundquist - are gradually gettingThe Lundquist CSR Online Awards has examined better at publishing key social and environmentalhow Europe’s biggest companies are communicating content online. But in an environment of deep suspicioncorporate responsibility online, on the basis of the needs about claims to corporate responsibility or sustainability,of key users and stakeholders. The study found that companies need to build a dynamic and interactivemany firms are failing to build trust in online audiences relationship with online audiences, even in social media,because they don’t use the web to communicate by providing a more candid, credible and engagingthe critical and compelling evidence behind their account of their activities, updated on a regular basis.”commitments to responsibility or sustainability. Chart 1: Swiss average and max score in three macro-areas ofThe study comprised seven country and regional evaluation protocolrankings – Austria, Europe 100, Germany, Italy,Nordic region, Switzerland and UK – for a total ofmore than 220 companies analysed. Each website 58was assessed using a set of 79 evaluation criteria (vs. Content 22.6 29.877 in 2010), drawn up on the basis of a survey of morethan 310 CSR professionals, sustainability experts and User 18.5 10.2 Max Scorestakeholder representatives from 37 countries. The experience 12 Swiss averagecriteria were grouped into 12 sections and three macro- (overall 39/100) Europe averageareas: Contents, User experience and Ongoing Ongoing 6.1 22.5 (overall 50/100) engagementengagement. 8 0 10 20 30 40 50 60 CSR Online Awards 2011: facts & figures Source: CSR Online Awards 2011 220+ companies evaluated across Europe The average score in the all-important content section was 39%, in line with the overall average (see chart 1). 20 biggest Swiss companies assessed Scores improved compared with 2010 in the core social Each site evaluated twice (top performers a third and environmental sections as well as for overview time) information. However, many companies lack the critical 6 hours on average spent analysing each information that demonstrates an honest and open attitude to corporate responsibility, rather than a more corporate website limited, disclosure-driven approach. 1.320 hours of evaluations 34.800 judgements made Hundreds of best practice examples identified Team of 7 people dedicated to the research Disclosure-based content provided… more than two thirds of companies have a page or section on responsible products and services more than half offer environmental data comparedResults of the research: the challenge of with previous yearsbuilding trust 75% communicate their social commitment through case studiesThe 2011 edition of the CSR Online Awards Switzerlandexamined the country’s 20 biggest companies (based …but critical content missingon membership of the benchmark SMI Index). The studyfound that reporting in some form on environmental 60% offer no information on the site about report’s external assuranceand social impacts has become standard practice formost companies, but that many fail to adopt proactive 70% do not mention any whistle-blowing processand engaging online communications for wider 55% do not have CSR report archive going back toaudiences. Only a handful leverage their information previous yearsto build relationships through interactivity, ongoing Lundquist - - 2
  3. 3. lundquist.CSRONLINEAWARDS lundquist. measure . manage . change2 0 1 1As regards the two other macro-areas, Swiss companies was 54.7 (jumping from 52.2 for the same group ofcontinued to perform strongly on user experience companies in 2010), showing that the biggest Swiss(scoring on average 55% of points available). But the companies are outperforming their European peers.greatest weakness was found in ongoing engagement, German companies had some of the best resultswith a lack of news and resources, interactive (average of 58.4 for the 15 German companies in thefunctionality, use of social media and information about ranking). Evidently, the overall result for the 20 biggeststakeholder engagement (see box). These are aspects Swiss companies is dragged lower by the weakness ofthat are critical to constructing a compelling account smaller, lower scoring companies.of a company’s CSR, building a relationship withstakeholders and providing them with much sought- Swiss websites followed the broader European trend inafter regular updates. performing best in terms of navigability and usability as well as social and environmental content; the weakest areas regarded information for socially responsible Weaknesses in ongoing engagement: investors as well as interactivity, dialogue and contacts. Swiss companies scored lower for their presentation of 60% of companies make no use of video non-financial reporting (average in Reporting section was 32% of total, compared with 35% in Switzerland a Only 10% explicitly use social media for CSR year before and 49% in the Europe 100 ranking). 65% provide no news about CSR 70% give no evidence of feedback received from stakeholders Top 10 in Europe 1 Centrica (84 points)“Providing information about non-financial performance 2 Deutsche Post (82.5)is a great step forward compared with the past, but 3 Telecom Italia (82)it’s not enough to build trust among stakeholders,” 4 Eni (79)said Joakim Lundquist, founder of Lundquist. “To be 5= Nestlé (74.5)credible online, companies need to be proactive andresponsive, reaching out to audiences with engaging, 5= UniCredit (74.5)multimedia content and opening themselves up to 7 Enel (74)dialogue.” 8= E.ON (71.5) 8= Intesa Sanpaolo (71.5) Top performers in… 10 Siemens (68.5) Overview: UBS (8 points out of 9.5), Swisscom and ABB (7 ) Reporting: UBS (10.5 / 12) Challenge for the future: from reporting to Environment: UBS, Nestlé, Lonza and Holcim (7 / 8.5) communicating Ethics & governance: Roche (4.5 / 6.5) Socially responsible investment: Nestlé (6 / 6) The CSR Online Awards 2011 found in general that non- financial reporting – whether in a standalone report or Interactivity: Nestlé (6.5 / 8) integrated into the annual report – has become standard Dialogue & contacts: Syngenta (6 / 9.5) practice for almost all of Europe’s biggest companies. Among the 100 companies assessed in the European ranking, for example, all provided some form of socialSwiss performance in a European context and environmental reporting on their corporate website and four out of five had a CSR section at the first level ofThe average of the 20 Swiss companies taken into navigation of their corporate website.consideration was 39 points, showing an increase of1.5 from last year (37.5 points). This compares with an In Switzerland, the same general trend is true, althoughaverage of 50 points for the European ranking, which companies are less proficient in giving visibility to theirtook into consideration the 100 biggest companies in CSR reports, especially when they are part of the annualthe region (members of the FTSE Eurotop 100 Index). report. The CSR Online Awards 2011 SwitzerlandNine Swiss companies featured in the European list, research found that 40% of companies have a CSRwith Nestlé achieving joint fifth position. Encouragingly, section at the first level of navigation of the corporatethe average score of these nine Swiss companies website and 35% have no report or fail to explain that Lundquist - - 3
  4. 4. lundquist.CSRONLINEAWARDS lundquist. measure . manage . change2 0 1 1non-financial information is available in the annual Top performers in online CSRreport. In about half of these cases, only summary or comunicationsvery partial information was provided, while only onecompany had no formal non-financial report content.Of the companies considered, 20% presented an CSR Online Awards 2011: top five inHTML version of their CSR report (or of their integrated Switzerlandannual report) while 30% stuck to a PDF version only.The remaining 15% of companies (Nestlé, UBS and 1. Nestlé (74.5 points)Richemont) are reporting directly within the corporate 2. Credit Suisse (59.5)website pages, an optimal solution known as web- 3. UBS (59)based reporting, which saves users having to navigateboth the corporate website and the report for a complete 4. ABB (57)picture (see chart 2). 5. Holcim (55.5) Past winners of Swiss ranking:Chart 2: Breakdown of Swiss non-financial reporting by format(including “integrated” reports) 2010: Nestlé 2009: UBS Web-based 15% None or Nestlé, with 74.5 points out of 100, came top in the report not Swiss ranking of the CSR Online Awards, with a website presented that performed strongly in virtually all sections of the 35% evaluation protocol. Thanks to a web-based reporting PDF only 30% format, the company provides a vast range of relevant information directly in the corporate website, supported HTML version by several ongoing engagement tools (blogs, RSS, 20% social media) as well as news, video and case studies. Nestlé’s Creating Shared Value index pageSource: Lundquist CSR Online Awards 2011In terms of reporting, the CSR Online Awards foundthat a majority of Europe’s biggest companies are nowpresenting their non-financial reports online (as HTMLversions or web-based reports), rather than only in PDF.But this drive towards online reporting is not alwayscatering to the specific needs of online audiences thathave emerged from our surveys of CSR professionalsand experts.A number of companies are greatly reducing theinformation provided in the corporate website sectionand focusing their online strategy almost entirely onthe HTML version of their report. But this choiceclashes with the assumptions behind the CSR OnlineAwards, such as the need for an ongoing relationshipwith stakeholders and the integration of corporateresponsibility within the wider online communicationsstrategy.“Given the evidence that few stakeholders read reportsand the message we’ve received in our surveys fromusers of this information - commented Karim Bruneo,CSR consultant at Lundquist - companies adopting thissolution have been penalized in our research. A once-a-year report is unlikely to be the most effective online www.nestle.comchannel for a wide range of stakeholders.” Lundquist - - 4
  5. 5. lundquist.CSRONLINEAWARDS lundquist. measure . manage . change2 0 1 1Credit Suisse finished in second place with 59.5 points Fourth place in the Swiss ranking was taken by ABB,thanks to a well-organized Corporate Responsibility which achieved 57 points, an increase of 9 points fromsection. The main feature is the offer of news and last year. Holcim was in fifth place scoring 55.5 pointsexternal resources related to responsibility as well as while the biggest Swiss healthcare companies, Rochesocial media accounts totally dedicated to CSR and a and Novartis, finished in sixth and seventh positionhigh degree of navigability. respectively with 53 and 50 points.Index page of Credit Suisse’s Corporate Responsibility section Syngenta jumped to eighth position with 48 points, gaining the award for best improver in the Swiss ranking (up 18.5 from 2010). Richemont and Swisscom closed out the top 10 with 42.5 and 41 points respectively. Syngenta’s landing page for Corporate slid to third place with 59 points. The companyprovides a detailed overview about its non-financialcommitment, as well as in-depth information on ethics www.syngenta.comand corporate governance. The website presents a highlevel of visual communications.Index page of UBS’s Corporate Responsibility section CSR Online Awards Survey 2011: Building trust in online audiences The Lundquist CSR Online Awards Survey 2011 was conducted to understand how CSR professionals – people who work regularly on corporate responsibility and sustainability issues – use the internet to get information and exchange views. Following last year’s focus on stakeholder engagement and social media, the 2011 questionnaire examined what elements of online communications help build trust and confidence in users. A total of 312 people answered the survey, an increase of 22% from 2010 and bringing to more than 800 the number of responses received over four years of surveys. The questionnaire launched on 23 May 2011 drew responses from 37 countries with 58% coming from continental Europe, 14% from the US and Canada, 10% from the UK and Ireland, 7.4% from Nordic and 10% from the rest of the world. Lundquist - - 5
  6. 6. lundquist.CSRONLINEAWARDS lundquist. measure . manage . change2 0 1 1A full 71% of respondents worked outside of major >> There is widespread interest in stakeholdercorporations, being journalists, sustainability dialogue, how it influences the decision-makingconsultants and sustainability rating analysts as well process and in hearing stakeholder points ofas people working in academia, think tanks, industry viewassociations and NGOs.While previous surveys have captured the scepticism >> YouTube is emerging to become one of the mostand mistrust with which many people treat companies’ used social media channels for CSR – secondsocial and environmental claims, this year’s study after LinkedIn – although Twitter is widely usedsought to identify aspects that make online content by the most intense social media users; use ofmore authoritative, credible and reliable in the eyes of Facebook for CSR is growing tooits users. A summary of the survey results will be sent to allChart 3: What gives greatest confidence when assessing online respondents who requested a copy and published onCSR information? (% of 166 non-corporate responses, two choices the Lundquist website ( Adherence to 43% principles/guidelines Performance data 38% External assurance 32% Partnership with 25% NGOs External experts’ 24% perspectives Quantitative targets 22% Membership of 13% sustainability index Other 4% 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50%Source: Lundquist CSR Online Awards 2011Key findings >> Half of respondents check corporate websites for CSR-related information at least several times a week, more than one in six doing so on a daily basis >> The most important aspects for establishing trust and confidence in website users is adoption of international guidelines and frameworks, performance data and information about external assurance >> Although the survey shows how online audiences are diverse with differing preferences, users repeatedly indicated the importance of data, targets, case studies, governance and policies, as well as information about the environmental impact of a company’s products or services >> Almost half of respondents are very keen to have an ongoing flow of information from companies about their non-financial performance: they are looking for companies to respond to issues in the media or public debate and publish updated environmental data, press releases and case studies and be active in social media Lundquist - - 6
  7. 7. lundquist.CSRONLINEAWARDS lundquist. measure . manage . change2 0 1 1Methodology and approach Developing the evaluation protocol The evaluation criteria are based on a survey sent to CSR professionals, sector experts, stakeholderAssumptions behind the research representatives as well as CSR managers of companies included in the study.The CSR Online Awards are underpinned by a seriesof assumptions about the essential ingredients for The aim of the annual survey is to identify the essentialcommunicating on the internet. These “pillars” of online information these users look for online and monitorCSR communications are the result of many years’ work trends in the use of website content and social media.with leading European companies on their web strategyand our annual surveys of CSR professionals, experts Answers to the 2011 survey (excluding CSR staff andand stakeholders. other corporate ‘insiders’) were analysed to revise existing criteria, create new ones and to calibrate theSix pillars of online CSR communications allocation of points so as to reward sites that best respond to user needs. Feedback from the previous editions of the CSR Online Comprehensive: Awards was also taken into consideration when revising A website must satisfy all the requirements of its key criteria. users, eliminating their need to go elsewhere for infor- mation A total of 79 criteria were used (77 in 2010), divided Integrated: into 12 sections and giving a total of 100 points. The A website must work as a whole and communicate evaluation protocol was divided into three macro areas: a coherent, interconnected story across its different sections (About us, CSR, corporate governance, IR, >> Content (seven sections totalling 46 criteria and careers, etc.) and in related off-site channels (in social 58 points) media in particular) Open: Website content must be open to feedback, discussion >> User Experience (two sections of 13 criteria for and debate, including via social media, with companies 18.5 points) demonstrating that outside opinions are heard and taken into consideration >> Ongoing Engagement (three sections with 18 User friendly: criteria totalling 22.5 points) Users must be able to find what they are looking for through intuitive and jargon-free navigation, and This split reflects the fact that the most important content must be organised in an optimal way for on- aspect of online communication is content, but also screen reading that success involves using the internet effectively to Engaging: make CSR information easily available and to facilitate A website should employ a range of multimedia tools – interaction between website owner and user. including video, animation, images, (info)graphics – to draw the audience in, tell a dynamic story An extra point was available to reward useful information Concrete: or interesting features of websites that were not covered Users want fact, relevant evidence as well as pertinent in the criteria. and credible data, not self-promotion, empty commit- ments and marketing messages A penalty point was subtracted in the event of negative aspects that were not adequately penalised in the criteria, including out-of-date information, links to old reports and contorted navigation. The evaluation protocol used in the CSR Online Awards is the same for all country and regional rankings, meaning that all results are directly comparable. Lundquist - - 7
  8. 8. lundquist.CSRONLINEAWARDS lundquist. measure . manage . change2 0 1 1 Website assessments Macro area/Section Criteria Points The CSR Online Awards judges the quality of Contents online corporate communications of publicly traded Overview 7 9.5 companies, organised into a series of national and Reporting 6 12 regional rankings. Lundquist draws on recognised Environment 7 8.5 stock indexes to draw up its rankings and no company Social 12 12.5 can opt in or out of its own accord. Ethics & governance 6 6.5 In 2011, the focus has been concentrated on Europe SRI 5 6 with the creation of a new flagship ranking of the 100 Conventions & associations 3 3 biggest companies in the region. After two stimulating TOTAL 46 58 and eventful editions, we have discontinued the “Global Leaders” ranking, which included a selection of companies from the Dow Jones Sustainability Index. User experience Navigability & usability 8 12.5 This is because we believe that with the mainstreaming Visual communications 5 6 of environmental, social and governance disclosure, TOTAL 13 18.5 CSR information should be provided by all large companies and not be the preserve of a few “leaders”. Ongoing engagement To maintain a global outlook and capture wider trends, we will also undertake a ranking of top U.S. companies Interactivity 7 8 later in the year. News & resources 6 5 Dialogue & contacts 5 9.5 The rankings were defined as follows: TOTAL 18 22.5 >> In Europe, all members of the FTSE Eurotop 100 Commendable information 1 1 Index as of 27 May 2011 (the index contained 106 securities and 100 companies, although Unilever Penalty point 1 -1 was counted as two separate entities: for the purpose of our research, Unilever was counted GRAND TOTAL 79 100 as a single company having a single website)Source: Lundquist CSR Online Awards 2011 >> In Austria, the 20 members of the benchmarkChanges to the criteria in 2011 ATX index as of September 2011, according to the Vienna Stock Exchange websiteAs in past years, substantial changes were made tothe evaluation protocol to make it better reflect user >> In Germany, the 30 components of the benchmarkpreferences and to keep pace with trends in online DAX index as of June 2011, according to thecommunications. Deutsche Börse websiteAbove all, an effort was made to reward those companies >> In Italy, the 50 largest companies by marketproviding the most critical information and reduce the capitalisation in the FTSE Italia All-Share Index asweighting of criteria that add less value or have become of the close of trading on 9 June 2011more common practice. >> For the Nordic region, the 40 members ofEight criteria were deleted from the protocol in 2011 and the OMX Nordic 40 Index as of June 2011, as10 new criteria were introduced, adding a net two new published on the NASDAQ OMX websitecriteria.The definition was revised for another 13 criteria while >> In Switzerland, the 20 members of the benchmarkthe scoring of a number of others was amended in light SMI index as of June 2011, as published by theof responses to the survey. SIX Swiss Exchange website >> In the U.K., the 30 largest companies by market capitalisation in the benchmark FTSE 100 Index as of the close of trading on 9 June 2011 Lundquist - - 8
  9. 9. lundquist.CSRONLINEAWARDS lundquist. measure . manage . change2 0 1 1In total, about 220 websites were evaluated (+22% from online source of non-financial information (hence no2010). The criteria were used to evaluate the English conflict between report content and website content andlanguage version of the corporate websites of these generally no change in the menu structure and pagecompanies with the exception of the Italian ranking, layout, no change in the basic URL of the corporate site,which evaluated the Italian version of the sites. The no need to open another window or tab in the browser).seven Italian companies included in the Europe rankingwere evaluated in English only. By contrast, some companies are focusing their online strategy almost entirely on the HTML version of theirThe assessments were carried out over a period report. In many cases, the content of the website sectionstretching from late June to September 2011, with is reduced to a minimum as a result. In line with ourthe official closing date of August 1 communicated to methodology, companies adopting this approach tendedall companies in the research (October 7 for Austria). to receive low scores in our evaluations: we recogniseEach company’s website was evaluated twice by two that that they may have otherwise commendable onlinedifferent Lundquist analysts. Top-ranking companies CSR reports.were evaluated a third time.The assessment was restricted to the CSR (orequivalent) section of the website to reflect the factthat this is a point of reference for users interested inthese issues. Content outside of this area (for example,in corporate governance, investor relations or careersections) was evaluated only if there was a directlink from the CSR section to the relevant page ordocument.Although this rule may seem restrictive, it aims toreward those websites that fully integrate CSR-relatedinformation, for example with cross-links. Given thesize of many corporate websites, users should findthe necessary “signposts” to find the information theyare looking for. In the same way, the content of mini-sites was evaluated only in cases where users wereclearly directed there in association with CSR-relatedinformation.Where companies had more than one section of thewebsite (at the same menu level) dealing with CSR-related issues, all of these sections were evaluated.For example, some companies split their informationbetween Citizenship and Environment sections.The contents of CSR reports (interactive or in PDF) wereexcluded from the assessments because the researchaims to understand how corporate websites are usedto communicate CSR to a broad audience and not toassess reporting per se.As above, content was evaluated whenever a direct,specific link was provided to the relevant page orpages in the report as a way to guide users to furtherinformation (generic links to the report homepage or toentire sections were not considered). PDF documentsnow allow links to specific pages.Report contents were evaluated directly only in the caseof web-based reporting, when the report was fullyintegrated within the CSR section of the corporatewebsite: this reporting format involves offering only one Lundquist - - 9
  10. 10. lundquist.CSRONLINEAWARDS lundquist. measure . manage . change2 0 1 1CSR Online Awards Switzerland 2011Position Position Company name Score 2011 Score 2010 Change Position in2011 2010 (2011 vs 2010) Europe ranking1 1 Nestlé* 74.5 72.5 2 5=2 3 Credit Suisse* 59.5 57 2.5 22=3 2 UBS* 59 68.5 -9.5 24=4 7 ABB* 57 48 9 30=5 5 Holcim* 55.5 53 2.5 34=6 4 Roche* 53 54.5 -1.5 437 6 Novartis* 50 52 -2 51=8 14 Syngenta* 48 29.5 18.5 60=9 8 Richemont 42.5 40.5 2 -10 10 Swisscom 41 37.5 3.5 -11 11 Adecco 38.5 34.5 4 -12 12 Zurich* 36 36.5 -0.5 8113 9 Swiss Re 34 38 -4 -14 13 SGS 32.5 33 -0.5 -15 16 Lonza 26.5 22.5 4 -16 15 Transocean 25 23.5 1.5 -17 17 Actelion 19 19 0 -18 19 Julius Baer 11.5 10.5 1 -19 18 Swatch Group 10.5 12.5 -2 -20 20 Synthes 8 7.5 0.5 -* Companies included in the CSR Online Awards Europe 2011Full disclosure: Lundquist has provided CSR services or reports in the past two years to the following companies included in the CSROnline Awards 2011 Swiss ranking: Novartis, Roche, Swiss Re, UBS. Lundquist - - 10
  11. 11. lundquist.CSRONLINEAWARDS lundquist. measure . manage . change2 0 1 1CSR reports & consulting services Developing your online CSR communications strategyLundquist has supported leading European companies Stakeholder perception auditsin a variety of industries on their corporate responsibility Orientation in CSR communications and onlinecommunications, providing services ranging from CSR- reportingspecific benchmarking and action plans to websitearchitecture and content strategy. Page-by-page analysis of CSR site & architecture proposals Message and content developmentCSR Online Awards Report Web-based reportingThe complete findings of the CSR Online Awards 2011 Copy & corporate voice analysisare presented in a report (150+ pages) analysing Online content creationthe latest trends in online CSR communications, Social media strategyillustrated with more than 250 best practice examples.The report explains the evaluation protocol’s 79 criteria Extracts from CSR Online Awards Report and assessmentand provides the results of the 2011 rankings pluscomplete answers to our survey of 312 CSR experts.Developing your CSR websiteIn order to develop your online CSR communicationstowards international best practice, a tailored analysisdraws on the 79 criteria to provide concrete suggestionsfor improvement, even for companies not included inour 2011 rankings.In-depth focus reports are available on critical aspectssuch as online reporting, ongoing engagement andsocial media. The wealth of data generated by theresearch allows for detailed benchmarking by industryor country. About Lundquist Contact Lundquist is a strategic communications consultancy James Osborne specialising in online corporate communications. Our Head of CSR communications extensive research programmes provide intimate knowledge of international best practice and user requirements, Tel: (39) 02 4547 7681 / 2 underpinning consulting services covering financial and non-financial content strategy, the corporate website and social media. To order a copy of the full CSR Online Awards Report 2011 Drawing on our expertise in corporate responsibility, or for information about a website assessment, write to: investor relations and employer branding, we assist you in managing communications challenges. Ultimately, we support your endeavours to promote transparency and accountability through effective use of the web. Measure, Manage, Change. Lundquist - - 11