Lise harwin not whatyou'dexpect lh-6_5
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This document discusses how a government agency modernized its employee engagement efforts. It implemented a highly personalized employee recognition program using a social media platform. It also changed perceptions of career opportunities at the agency through employee stories. And it modernized communication channels with employees. These efforts led to high participation rates in the recognition program and increased engagement across the agency's workforce.
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Lise harwin not whatyou'dexpect lh-6_5
- 1. We're Not What You'd Expect: Modernizing Government for the New Millennium Lise Harwin, APR
- 2. What We Do
- 4. Who We Are
- 5. Setting the Scene • New leadership • Historic anniversary • Changing workforce • Opportunities for engagement
- 6. Setting the Scene • New leadership • Historic anniversary • Changing workforce • Opportunities for engagement So how did we improve engagement? 1. Creating a highly personalized recognition program 2. Changing perceptions of Port careers through employee stories 3. Modernizing communication touchpoints with employees
- 7. Social Media Recognition Platform
- 18. PROPS Results Launch • Goal: 80% participation within 30 days • Actual: 88% participation in two weeks • 463 employees received the activation bonus Today • 98% account activation • 86% active in last 30 days • Typical employee: Given 9 recognitions, received 14 recognitions • Recognitions per day: 69 • Recognitions per week: 479
- 25. CONCEPT 1
- 28. CONCEPT 2
- 37. From Past to Present
- 38. From Past to Present
- 39. From Past to Present
- 40. From Past to Present
- 41. Rolling It Out
- 44. Distribution Day
- 50. Capturing the Collective Consciousness
- 56. Careers Site as Starting Point
- 68. Three Tips 1. Encourage leadership interest in new technology 2. Use in-house talent 3. Engage field employees to spread message to peers
- 69. Questions?
Editor's Notes
- Regional government agency - operations impact the entire Pacific Northwest Key customers = private sector shipping lines, railroads and airlines 96% of revenue from business transactions Success depends on ability to attract and retain customers locally, nationally and internationally
- 3 airports, 4 marine terminals, 5 industrial parks Range from Dredge Oregon out on Columbia to Travel + Leisure Best Airport in America = PDX More than ½ of us in our ultra-modern, LEED Platinum HQ
- Nearly 800 employees, both represented and admin 24/7 operation Maintenance, fire fighters, police, landscapers, air quality specialists, planners, engineers, wildlife technicians, you name it
- New HR Director (2/13) New Deputy Executive Director (2/14) New internal comms manager (1/15) – first time in IC after more than 15 years in media relations Getting people and products where they need to go since 1891 -- 125th anniversary in 2016! Old can also mean OLD 25% of all employees retiring in next 5 years Opportunity to attract next generation of Port employees Opportunity to engage our current employees as ambassadors to help spread the word
- So how did we improve engagement? We did the 3 things you see here. You’ll hear about all of them, but Let’s start with #1 – recognition program Employee engagement survey (75% participation) One of lowest scoring responses on the survey “If I contribute to the organization's success, I know I will be recognized.” Knew there was desire for more recognition Old school low-tech way: Passport with stickers Filled passport = limited Port branded rewards So HR identified this…
- Vendor (Achievers) and platform seen here Very modern, social media focused, 100% online, mobile accessible You can give and receive points with each recognition Redeem for gift cards, ipads, great rewards Internal comms role was to brand and launch the platform To be a success, needed employee buy-in from throughout org Focused on integrating employees at every opportunity
- First opportunity for employees to engage Help with picking program name Assembled a core team of site champions from all areas of org Employees who were well known and respected amongst their colleagues Together we brainstormed names and narrowed down to four suggestions Gave all employees chance to vote ECHO – Based on the International Civil Aviation Organization alphabet. Aligns with our aviation business and fits with the social aspect of recognition that echoes throughout the organization. HAT TIP – As used to give credit; frequently spotted on Twitter. PROPS – Fits with our aviation and marine business (propeller) and represents recognition (giving props). Also could work as an acronym such as Peer Recognition Of Port Staff. #THX – Aligned with airport codes (ours is PDX); incorporates a hashtag as a way of saying thanks through social media. ** SHOW OF HANDS!!**
- Solid guess – our employees picked PROPS too! (70%) Runner up is #THX
- Second opportunity to engage Making site champions the stars of our promo campaign Penina and Jason Took photos of each champion with a blank sign Rather than making assumptions about what type of recognition would be authentic Champion could handwrite a relevant message for their own team Display in their work area Very relevant and personal
- Renee -- Thanks for doing such a thorough job on those budget revisions!
- Julia
- Ryan
- More generic options to use in common work areas
- …we even placed some strategic signage in the hallway through which most employees enter the building
- Since we know that everyone loves food On launch day Put PROPS drops (custom M&Ms) on every desk And since the one thing that moves employees more than food is MONEY $10 in PROPs points for those who signed up in the first few weeks But ultimately, it was about the personal touch
- All the employees seen here are our site champions On launch day, we gave them custom buttons and balloons at desk Easy to find if colleagues had questions Set up computer stations in areas w/o desks; hot spot on dredge App auto-installed on all Port iPhones Single sign-on for easy access
- How did it go? Goal of 80% participation within 30 days Surpassed with 88% in just two weeks 463 employees received the activation bonus TODAY: 98% account activation. 86% active in last 30 days. Typical employee has given 9 recognitions and received 14 recognitions. Recognitions per day: 69 Recognitions per week: 479
- Here’s what PROPS looks like today I’ve accrued more than $300 worth of points in 9 months. Not too shabby! Next project up for modernization and increased engagement: Our careers website!
- No idea what year this was created, but looks to me like early-2000s No information about working at the Port No idea about the employee experience Despite this, we still had literally 100s of applicants for every job Goal was never to attract more Instead, use career site as opportunity to influence perceptions of working at the Port Showcase our many assets HR Director gave idea of what she was looking for…
- Apple
- Fellow Oregon company, Nike How to get there? Again, started by pulling together a group of employees for some brainstorming
- Here’s the list of adjectives describing the Port that we came up with: Passionate, Mission Driven, Purposeful People, planet, purpose. Global reach, local opportunity. Consider current tagline: Possibility in every direction. Those ideas became this….
- One of our mitigation sites
- Server room
- Airport At the Port of Portland, the possibilities are endless. Fascinated by flight? Find your way to our airport. Excited about economic development? Find your way to our marine terminals. Engineers, environmentalists, marketers, accountants...if you’ve got the know how, we’ve got the job for you. Find your possibility at the Port of Portland. BUT… Generic – works for wide audience, but can’t make a personal human connection Not unique – many of the original adjectives – Passionate, Mission Driven, Purposeful – could apply to any govt or non-profit In my experience, we’re DIFFERENT Showed you LEED platinum architect designed building World class restaurants in the terminal People who have amazing talents (brandy distiller, home brewer, marathon runner, mountain climber) The type of work we do So we proposed a second concept: Meet our people Understand what makes us special
- So here’s what we imagined that might look like…
- And here it is in practice… Meet Shane, our foodpreneur, AKA senior manager of concessions development We're not what you'd expect. When you think of airports, you don't usually think of world-class cuisine. But thanks to concessions expert Shane Andreasen, the best dishes in Portland have landed at the best airport in the United States. From Country Cat to Petite Provence, it's Shane's job to recruit restaurants that tempt travelers' taste buds and bring new possibilities to their palates. And that's just one of the many unexpected jobs you'll find at the Port of Portland. As you might imagine, we went with this second concept. Identifying rock stars (key departments, gender balance, age) Q & A with each employee to better understand specifics of their job Getting quirky with copy, titles
- Meet Evelyn…
- And Ray from IT Our Digital Alchemists
- Here’s Camela, our financial consultant…
- And Mike, a financial analyst Our Fiscalogists
- Amy is one of our represented employees -- a baggage handling system technician – here’s her copy. We’re not what you’d expect. If a baggage carousel has no luggage, does it still revolve? This isn’t rhetorical; it’s a real question that mechanical automation expert Amy Kidder had to address. While adding smarter motors and lightweight belts, Amy also helped find a way for continuously running carousels to “time out” when travelers’ bags aren’t present, dramatically increasing energy efficiency. And that’s just one of the many unexpected jobs you’ll find at the Port of Portland. HINT: If you take a look, you’ll notice that all the copy has the same formula A contradiction. A personal connection. A cool project.
- There’s also Jay, an electrician lead Who’s our power wrangler
- And, of course, this is a careers site so we couldn’t forget Isata, our staffing specialist Or Relationship Guru COPIES AVAILABLE UP FRONT AFTER PRESENTATION So how did this new imagery play out for our careers site?
- Carousel on top of site Also incorporated quotes and photos of employees throughout
- Goal wasn’t more applications!! Since launch in October: 26,000 unique visitors Average: 4,000 views per month Average user spends 5 minutes on the page Employees: It’s very engaging and gives a real feeling for what it’s like to work here and distinguishes the Port from the pack of government agencies. It perfectly shows who we are and what we do to someone considering us for their career choice. It’s like a “day in the life of Port employees” slideshow. Biz Contacts: I love how you used so many photographs and the quotes are a great touch. It’s clear, it’s clean, it’s modern, it’s energetic. I love how you let the employees provide a lot of the text for you. Prospective Employee: I wasn't intending to leave my current employer, but happened upon the posting for a job at the Port while exploring another website. I was inspired to visit your careers page and ultimately felt compelled to apply.
- Now that it was live, how to roll it out? Encourage current employees to spread the word – best ambassadors We’d engaged employees with the visuals Now to engage everyone creatively Started by encouraged employees to suggest their own titles
- Emission Magician – Environmental specialist who studies air quality Drainsurgeon - Plumber Roadway Beauty Intensifier - Landscaper Logomaniac – Graphic Designer Roadblock Remover – Every single one of us HR director selected four favorites that fit our broad range of employees
- Asked employees to pick their personal favorite and ordered t-shirts accordingly Really hard decision because everyone’s job has elements of each – inspired lots of discussion! Police and Fire = Guardians…but also Front desk? Maintenance = Fixologists…but also admins? SHOW OF HANDS: Most popular title? Almost twice the number of Fixologists! (Next is Guardians/Envisioneers) *** About 350 ordered t-shirts
- Hope was that when employees wear them, job titles inspire conversations/questions Provide opportunity to educate others about the Port Conveniently advertise careers website on the back So we encouraged them to wear the tees as the site went live
- But people didn’t just wear them for one day…
- …people wear them frequently on Fridays.
- …our HR team wears them at career fairs...
- …many of us wore them on Go Red for Women Day. And then, proving that we’re really NOT what you’d expect – or at least not what I expected – this happened…
- …employees started sharing red tee photos from distant places… Marcel (San Fran) and Dawn (Hawaii)
- …while traveling abroad… Michael in Guatemala
- …in other states… Ellen in Las Vegas
- …or around Oregon… Mike and Terry
- …and my colleague Kenny wore his for a special delivery…
- Now that we have the new site, I wanted to share a couple other ways that we’re pushing people to it. Here’s how we’re promoting it on our website
- Here’s how we’re using it on LinkedIn… I include the red box with every job post and try to write a more personable job description. A passion for creating stunning visual experiences. A love of collaborating with talented writers and designers. A desire to positively impact our region’s future with your professional skills and expertise. If you’ve got an eye for art and a head for business, you’ve got what it takes to be our brand manager.
- I also share some of the ways our employees aren’t what you’d expect. Two of our most popular posts: On the left is Doug in his Relationship Guru tee, helping with ongoing earthquake relief recovery efforts in Japan. On the right is Troy, who every year celebrates poet Robert Burns by hosting a “Burns Snack” at his desk. Troy’s passion for history was also part of a feature series about the interesting things employees do outside of the office called “Beyond the Badge” Additionally, our new employee Q&As include the question “Our careers website plays with the idea that “We're not what you'd expect.” What can you share about yourself that might surprise your coworkers?”
- I also wanted to share a few ways that what started with the careers site is now starting to spread as we modernize and add real photography to our tools You’ve seen our existing intranet… Here’s where we’re heading and how we’re trying to incorporate real employees…
- We’ve never had our intranet accessible on mobile But now we will…
- Here’s our existing weekly employee newsletter…
- And here’s the direction we’re going
- You just saw our current website…
- Here’s a look at where we’re heading next…
- …and the mobile version…
- …and the mobile version… So, to recap, what has helped us make all of this happen?
- FIRST Encourage leadership interest in new technology If they’re not already interested, find aspirational examples to get them excited about possibilities Many great ones right here at this conference Use in-house talent – design and programming -- BUT ALSO brainstorming, creativity Add polls, use surveys, ask questions – all of this can be done on the cheap Engage employees to spread message to peers Will ultimately increase buy-in by throughout process And if an idea gains traction, keep it going!
- I’ll leave you with one last way that we’re not what you’d expect We have an in-house cartoonist, Blaise!