The document discusses ways to improve internal communication and staff engagement within a housing organization. It analyzes communication methods and engagement levels among different staff groups. The organization plans a "Job Well Done" campaign to improve performance, instill pride in work, and focus on customer experience. The campaign will launch during Customer Service Week with a dartboard activity and be reinforced in team meetings. It will utilize a loyalty card, targetometer, and tie into a compliments procedure. The campaign aims to reduce sickness rates, increase staff engagement, and improve productivity and customer satisfaction. Feedback is sought on challenges and potential solutions for hard to reach teams.

1. Internal customers – Is anybody listening? Elin Price, RCT Homes.

2. Captive audience

3. Our audience

4. Why engage? Customer facing Staff moral (sickness days; productivity; turnover) Staff “buy in” – vision and values Feedback and improvements Message delivery

5. Communication vs engagement

6. 88% of staff have heard of Esteem

7. 75% of staff would use Esteem

8. Internal comms analysis For each area of communication, office staff are 48% more likely to be aware of the activity & be engaged than HMU staff. Written communication is either not disseminated or not read amongst HMU teams.

9. Communication methods Intranet Email Face to face Newsletters Pod casts Team meetings Road shows Telephone Competitions Staff conferences Texts Posters Letters Publicity material

10. Creativity in internal communications

11. Background Performance figures Accountability Individual pride and motivation Tenant satisfaction

12. Our plan.... Campaign to achieve the following: Keep targets / performance front of mind Instil pride in work done well Reinforce message of accountability and individual responsibility Customer experience focus

13. Audience Mobile Limited computer access Peer pressure Period of change Campaign must be inclusive of all 330+ staff

14. Job Well Done

15. Campaign messages Targets have a purpose Individual impact Job well done = job satisfaction Focus on tenant satisfaction

16. Launch

17. Launch Soft launch – Customer Service Week (5 th - 9 th October) Dartboard – Job Well Done bull’s eye. Travel to all sites and offices. Bull’s eye = prize. Campaign launched to team leaders & reinforced at team briefs

18. Methods -

19. Loyalty card

20. Targetometer

21. Practicalities 3 specific targets chosen for each team Milestone targets for those measured quarterly Tie in to compliments procedure

22. Evaluation Key Performance Indicators Customer compliments / complaints Staff engagement in campaign Productivity

23. Successes Sickness rates – reduced by 50% in some areas Allocations Property inspections Membership

24. Work in progress...

25. Over to you... Challenges/solutions within your organisation. In groups outline: Two “hard to reach” teams One quick win for each One long term strategic approach