This document appears to be a program for an annual internal communication conference hosted by the Chartered Institute of Public Relations in association with CIPR Inside. The document provides an agenda for the conference including workshops on various topics related to internal communication best practices, presentations on measuring engagement and the future of the field, and information on upcoming CIPR Inside events. The conference aims to help communicators build their skills and discuss challenges in the industry.

1. CHARTERED INSTITUTE OF PUBLIC RELATIONS
BUILDING
OUR
FUTURE /
ANNUAL INTERNAL
COMMUNICATION
CONFERENCE 2013
In association with CIPR Inside

2. CHARTERED INSTITUTE OF PUBLIC RELATIONS
BUILDING
OUR
FUTURE /
JAMES HARKNESS
FCIPR
HARKNESSKENNETT
CIPR INSIDE CHAIR

3. CHARTERED INSTITUTE OF PUBLIC RELATIONS
CIPR INSIDE
COMMITTEE /
CIPR INSIDE?
• The CIPR group for internal communication
professionals, with over 700 members
• Any CIPR member can select to join the
CIPR Inside group
• A committee of elected IC professionals,
represents the group’s membership and
develops events and opportunities
specifically for our members
Gihan Hyde Gloria Lombardi James Harkness
Kevin Ruck Marsha Van Moorsel Rachel Miller
Rebecca Astles Roland Burton Angela Gostling
Trudy LewisJenni Wheller Jo Walker

4. CHARTERED INSTITUTE OF PUBLIC RELATIONS
PARTNERS & SPONSORS /

5. CHARTERED INSTITUTE OF PUBLIC RELATIONS
BUILDING
OUR
FUTURE /

6. CHARTERED INSTITUTE OF PUBLIC RELATIONS
BUILDING OUR
FUTURE /
How do we…
• Reduce noise?
• Influence senior people?
• Collaborate with HR?
• Communicate with remote workers?
• Involve managers?
• Speed up organisational change?
• Measure?

7. CHARTERED INSTITUTE OF PUBLIC RELATIONS
BUILDING OUR
FUTURE /
Internal Communication today:
• Increasingly recognised as a discipline that enables real
engagement and organisational success
• On the CEO and leadership agenda
• Embracing the opportunities that digital provides
• Our skills are in demand!

8. CHARTERED INSTITUTE OF PUBLIC RELATIONS
HOW CONFIDENT
ARE YOU THAT
INTERNAL
COMMUNICATION
PROVIDES A CAREER
FOR THE FUTURE? /

9. CHARTERED INSTITUTE OF PUBLIC RELATIONS
HOW CONFIDENT
ARE YOU THAT
INTERNAL
COMMUNICATION
PROVIDES A CAREER
FOR THE FUTURE? /
1. Very confident
2. Confident
3. Undecided
4. Not confident
5. Not at all confident

10. CHARTERED INSTITUTE OF PUBLIC RELATIONS
IS THEREAFUTURE
FOR INTERNAL
COMMUNICATION?
SARAH LARVOR
GLOBAL HEAD OF STRATEGIC
COMMUNICATION AND BRAND
NATIONAL GRID

13. The business case for
internal communication
Employee
engagement
Customer
satisfaction Bottom line
benefit

14. All change
digital and social media
Explosion of
Disruptive
technology
information consumption
Changing patterns of
User generated
news

15. Companies no longer
control the conversation
But if you’re smart, you can influence it

16. Employer/employee contract
is changing

17. TargetedComms
TargetedComms
TargetedComms
TargetedComms
TargetedComms
TargetedComms
TargetedComms
Traditional distinctions
are redundant
From To
Graduate Government Community
Press Investor
Employee
Customer

19. Internal
Communication

22. The new realities
Complexity
needs
simplicity
Consistency
is king
Transparency,
authenticity,
alignment
Management
must step up
1 2
3 4

23. Be a bit paranoid

24. New focus
THINK!
Content
Channels
Relationships

25. Bright future for
communicators with
skills and insight

26. CHARTERED INSTITUTE OF PUBLIC RELATIONS
IS THERE A FUTURE
FOR INTERNAL
COMMUNICATION? /
Questions

27. CHARTERED INSTITUTE OF PUBLIC RELATIONS
THE GAP BETWEEN
SUCCESS AND
FAILURE /
Jenni Wheller
Internal Communications Manager, SSP UK
&
Barry Gifford
Operations Director for Pubs and Bars, SSP UK

28. CHARTERED INSTITUTE OF PUBLIC RELATIONS
THE GAP BETWEEN
SUCCESS AND
FAILURE /
Questions

29. CHARTERED INSTITUTE OF PUBLIC RELATIONS
WORKSHOPS / Session 1: 11:05am
Session 2: 11:40am
Workshop title Room no. &
Floor
Building a world-class internal communications function
Fiona Gibson, HSBC
Pakistan
Room – 1st
Floor
Your career in your hands
Virginia Hicks, Comma
Exec Box 52
- 3rd Floor
Engaging your people to support their brand
Andrew Jones, Blind Veterans UK
Australia
Room – 1st
Floor
Diplomatic Excellence – Creating global employee engagement at the Foreign
Commonwealth Office
Krishan Lathigra & Catherine Morris, Foreign and Commonwealth Office
England
Suite – 2nd
Floor
Cutting through the noise of excessive communications
Cliff Ettridge, The Team
Exec Box 56
– 3rd Floor
Creating employee communications that really engage and motivate action
Jamie Pert, Newsweaver
Ashes Suite
– 1st Floor

30. CHARTERED INSTITUTE OF PUBLIC RELATIONS
CANINE
PARTNERS /
Session from 1pm
Main conference room

31. CHARTERED INSTITUTE OF PUBLIC RELATIONS
CANINE
PARTNERS /
Session from 1pm
Main conference room

32. CHARTERED INSTITUTE OF PUBLIC RELATIONS
CANINE
PARTNERS /
Session from 1pm
Main conference room

33. CHARTERED INSTITUTE OF PUBLIC RELATIONS
BUILDING
OUR
FUTURE /
LUNCHAND NETWORKING

34. CHARTERED INSTITUTE OF PUBLIC RELATIONS

35. CHARTERED INSTITUTE OF PUBLIC RELATIONS
CANINE
PARTNERS /

36. CHARTERED INSTITUTE OF PUBLIC RELATIONS
CANINE
PARTNERS / Andy Cook
CEO, Canine Partners

37. CHARTERED INSTITUTE OF PUBLIC RELATIONS
BUILDING
OUR
FUTURE /
ANNUAL INTERNAL
COMMUNICATION
CONFERENCE 2013
In association with CIPR Inside

38. CHARTERED INSTITUTE OF PUBLIC RELATIONS
HOW CAN
COMMUNICATORS
KEEP THE
ENGAGEMENT
AGENDAALIVE /
David MacLeod
Engage for Success
&
Tanith Dodge
Marks & Spencer

39. CHARTERED INSTITUTE OF PUBLIC RELATIONS
EMPLOYEE AND CUSTOMER ENGAGEMENT
TANITH DODGE
HR Director
Marks & Spencer plc
DAVID MACLEOD
Co-Chair, Employee
Engagement Task Force

40. CHARTERED INSTITUTE OF PUBLIC RELATIONS
NAILING THE EVIDENCE

41. CHARTERED INSTITUTE OF PUBLIC RELATIONS
Why is it Important?
Percentage of
employees
actively engaged
30%
Percentage of
employees who
do not trust
their managers
70%
The UK has 6%
lower average
engagement
levels than other
large economies
(Kennexa, 2011)
6%
Percentage
below G7
productivity
levels
(International
comparison of
productivity gap)
20%

42. CHARTERED INSTITUTE OF PUBLIC RELATIONSImagine if 30% of lights didn’t work…

43. CHARTERED INSTITUTE OF PUBLIC RELATIONS
…or30%ofcomputers!

44. CHARTERED INSTITUTE OF PUBLIC RELATIONSOrganisational Case Study Submissions

45. CHARTERED INSTITUTE OF PUBLIC RELATIONSResearch Houses and other Organisations

46. CHARTERED INSTITUTE OF PUBLIC RELATIONS
Create the Light Bulb Moment

47. CHARTERED INSTITUTE OF PUBLIC RELATIONS
Create the Light Bulb Moment

48. CHARTERED INSTITUTE OF PUBLIC RELATIONS
Linkages to Employee Engagement

49. CHARTERED INSTITUTE OF PUBLIC RELATIONS
Employee Engagement:
Statistics and Case Studies
REVENUE
GROWTH
Organisations in the top
quartile of engagement scores
demonstrated revenue growth
2.5 times greater than those in
the bottom quartile.
CUSTOMER
SATISFACTION
Companies with top
quartile engagement
scores average
12% higher customer
advocacy.
PROFIT
Companies with
engagement
scores in the top
25% had twice the
annual net profit.

50. CHARTERED INSTITUTE OF PUBLIC RELATIONS
Employee Engagement:
Statistics and Case Studies
PRODUCTIVITY
Organisations in the top
quartile of employee
engagement scores had
18% higher productivity.
INNOVATION
59% of engaged
employees said that their
job brings out their most
creative ideas.
EMPLOYEE TURNOVER
Companies with high levels of
engagement show turnover rate
40% lower than companies with low
levels of engagement.

51. CHARTERED INSTITUTE OF PUBLIC RELATIONS
Employee Engagement:
Statistics and Case Studies
HEALTH & SAFETY
Organisations with engagement in the bottom
quartile
average 62% more accidents than those in the top.
EFFICIENC
YAn insurance company found that teams with
higher engagement had 35% less down time
between calls – equivalent to one ‘free of
charge’ employee to every eight employees.

52. CHARTERED INSTITUTE OF PUBLIC RELATIONS
“A happy workforce is a more productive workforce”
Employee Engagement at M&S

53. CHARTERED INSTITUTE OF PUBLIC RELATIONS
• Opportunity and Wellbeing
• Pride in the Company/Brand
• Trust
• Involvement
Source: Towers Perrin Survey of 200,000 employees in 18 countries
The Top Four Predictors of
Employee Engagement

54. CHARTERED INSTITUTE OF PUBLIC RELATIONS
 Positivity results - 74%
 Employee Engagement - 73%
 Knew what to do to give best
customer service - 97%
 Proud to recommend M&S products
- 92%
 Manager trusts me to get on with
job - 90%
Engaging for Success

55. CHARTERED INSTITUTE OF PUBLIC RELATIONS
Upper Quartile
vs.
Lower Quartile
Employee Engagement Correlation
Sales against plan (%)
Absence against plan (%)
Mystery Shop (%)

56. CHARTERED INSTITUTE OF PUBLIC RELATIONS
ENGAGE FORSUCCESS

57. CHARTERED INSTITUTE OF PUBLIC RELATIONS
30/09/2013 ENGAGE FOR SUCCESS 2012 5
The Four Enablers of Engagement

58. CHARTERED INSTITUTE OF PUBLIC RELATIONS
The context for WHY Employee Engagement is critical:
The 20th Century model was “Business as Usual”.
MAKE EFFICIENT – aligned but not engaged, central
direction, command and control.
The Bigger Picture

59. CHARTERED INSTITUTE OF PUBLIC RELATIONS
Task Force Launch

60. CHARTERED INSTITUTE OF PUBLIC RELATIONS
Movement Structure

61. CHARTERED INSTITUTE OF PUBLIC RELATIONS

62. CHARTERED INSTITUTE OF PUBLIC RELATIONS
L TO R: Mark Elborne, CEO, North Europe GE; Ronan Dunne, CEO O2; Tanith Dodge, HR Director, Marks & Spencer; Sir Win Bischoff, Chairman
Lloyds Banking Group; Nick Creswell, VP, Technology Thomson Reuters; Andy Harrison, CEO Whitbread; Frances O'Grady TUC; Martin Donnelly,
BIS Permanent Secretary; Neil Bentley Deputy Director General CBI; Ian Powell Chairman and Senior Partner PwC; Rob Devey CEO UK & Europe
Prudential; Ian King CEO BAE Systems; Richard Baker Chairman Virgin Active; Barbara Frost CEO Water Aid; Peter Cheese CEO CIPD; Bernadette
Malone CEO Perth and Kinross council; Marc Bolland CEO Marks & Spencer; Justin King CEO Sainsbury's; Eric Collins Managing Director Nampak;
Steve Mogford CEO United Utilities; David Evans Chairman and CEO Grass Roots Group; Nita Clarke and David MacLeod, Co-Chairs of the Task
Force
Senior Leaders Breakfast Summit
12th November 2012

63. CHARTERED INSTITUTE OF PUBLIC RELATIONS
www.engageforsuccess.org
Twitter – www.twitter.com/engage4success
Linked In – http://www.linkedin.com/company/engage-for-success
Facebook – http://www.facebook.com/#!/EngageForSuccess
Google+ - https://plus.google.com/#communities/118419210283831602780
YouTube - http://www.youtube.com/user/Engage4Success
Pinterest - http://pinterest.com/engage4success/
Radio Show - http://www.blogtalkradio.com/engage-for-success

64. CHARTERED INSTITUTE OF PUBLIC RELATIONS
HOW CAN
COMMUNICATORS
KEEP THE
ENGAGEMENT
AGENDAALIVE /
Questions

65. CHARTERED INSTITUTE OF PUBLIC RELATIONS
WORKSHOPS / Session 1: 14:00pm
Session 2: 14:45pm
Workshop title Room no. &
Floor
Channelling your inner Monica: Getting measurement to work for you
Claire Newton, Telefonica UK & Maggie Wotherspoon, HarknessKennett
Australia
Room – 1st
Floor
Engaging remote workers
Sam Hodlin, Eurostar
Exec Box 56
– 3rd Floor
Turn on the green light – engaging employees in sustainability
Roland Burton, Marks & Spencer
England
Suite – 2nd
Floor
Creating momentum – why are we here?
Pete Stevenson, The Edge Picture Company & Michelle Griffiths, Sport Wales
Ashes Suite
– 1st Floor
Conversations that make a difference: looking good vs. being real
Michael Pounsford, Couravel
Pakistan
Room – 1st
Floor

66. CHARTERED INSTITUTE OF PUBLIC RELATIONS
BUILDING
OUR
FUTURE /
ANNUAL INTERNAL
COMMUNICATION
CONFERENCE 2013
In association with CIPR Inside

67. CHARTERED INSTITUTE OF PUBLIC RELATIONS
CIPR INSIDE
UPCOMING
EVENTS /
CIPR INSIDE – Ask the Guru
More info www.ciprinside.co.uk
29th October, 6.30 – 8pm
Helping employees cope with
change
Christine Crofts, Aviva Group
Lisa Sibley, Essex County Council
The Parcel Yard, King’s Cross Station,
London
19th November, 6.30 – 8pm
Social media in the workplace:
pros and cons
Euan Semple, Organizations Don't
Tweet - People Do
Marc Wright, simply-goodadvice &
simply-communicate.com
Ghassan Karian, Karian and Box
Unwin room, RIBA, 66 Portland Place

68. CHARTERED INSTITUTE OF PUBLIC RELATIONS
CIPR INSIDE
UPCOMING
EVENTS /
CIPR INSIDE – Webinars
4th October, 10.30 - 11.30
Social media: From social leaders, to hard to reach
groups – making it work for your organisation and
gaining leadership buy-in
Lee Hewett, Barclays
More info www.ciprinside.co.uk

69. CHARTERED INSTITUTE OF PUBLIC RELATIONS
CIPR INSIDE
UPCOMING
EVENTS /
CIPR INSIDE Awards
Categories: (*new for 2013)
Programme Awards
• Employee engagement
• Change communication
• International programme
• Best use of measurement*
Channel awards
• Best intranet
• Best implementation of internal social
media
Team Awards
• Best agency
• Best in-house team
Training Award
• Best training course*
Individual award
• Best contribution to IC by an
individual*
Deadline: 29th November 2013
Award ceremony: March 2014
Entry fee: £85 + VAT
More info www.ciprinside.co.uk

70. CHARTERED INSTITUTE OF PUBLIC RELATIONS
INVOLVEMENT: THE
COMMUNICATOR’S
MOST POWERFUL
WEAPON /
Ashley Freeman & Jonny Tapnack
INVOLVE

72. About INVOLVE
•Experts at Involvement
•Specialise in Live Experiences, Culture &
Behaviour Change and Involvement Tools
•Clients include adidas, B&Q, Fujitsu, GSK
and Vodafone

73. How this will work
• 3 x rotations
IMAGINE → INTERPRET → IMPRINT
• Attend a different workshop zone during each
rotation
• Use table mats to capture your ideas
• Nominate a scribe / facilitator
• This exercise is an art, not a science!
• If possible, no more than 10 people at a table

74. Where to go
Tables 1 - 3 Building a world-class internal communications function HSBC
Tables 4 Your career in your hands Comma Partners
Tables 5 & 6 Engaging your people to support their brand Blind Veterans UK
Tables 7 Diplomatic Excellence Foreign & Commonwealth Office
Tables 8 & 9 Cutting through noise of excessive communications The Team
Tables 10 -13 Conversations that make a difference Couravel
Tables 14 - 16 Channelling your inner Monica O2 & HarknessKennett
Tables 17 & 18 Engaging remote workers Eurostar
Tables 19 & 20 Engaging employees in sustainability M&S
Tables 21 & 22 Creating Momentum Sport Wales & The Edge
Tables 23 - 26 Employee communications that really engage Newsweaver

75. IMAGINE

76. Where to go
Tables 1 - 3 Building a world-class internal communications function HSBC
Tables 4 Your career in your hands Comma Partners
Tables 5 & 6 Engaging your people to support their brand Blind Veterans UK
Tables 7 Diplomatic Excellence Foreign & Commonwealth Office
Tables 8 & 9 Cutting through noise of excessive communications The Team
Tables 10 -13 Conversations that make a difference Couravel
Tables 14 - 16 Channelling your inner Monica O2 & HarknessKennett
Tables 17 & 18 Engaging remote workers Eurostar
Tables 19 & 20 Engaging employees in sustainability M&S
Tables 21 & 22 Creating Momentum Sport Wales & The Edge
Tables 23 - 26 Employee communications that really engage Newsweaver

77. INTEPRET

78. Where to go
Tables 1 - 3 Building a world-class internal communications function HSBC
Tables 4 Your career in your hands Comma Partners
Tables 5 & 6 Engaging your people to support their brand Blind Veterans UK
Tables 7 Diplomatic Excellence Foreign & Commonwealth Office
Tables 8 & 9 Cutting through noise of excessive communications The Team
Tables 10 -13 Conversations that make a difference Couravel
Tables 14 - 16 Channelling your inner Monica O2 & HarknessKennett
Tables 17 & 18 Engaging remote workers Eurostar
Tables 19 & 20 Engaging employees in sustainability M&S
Tables 21 & 22 Creating Momentum Sport Wales & The Edge
Tables 23 - 26 Employee communications that really engage Newsweaver

79. IMPRINT

80. www.buildingourfuture.info/
cipr-submit
How to submit

83. www.BuildingOurFuture.Info

85. CHARTERED INSTITUTE OF PUBLIC RELATIONS
@edgepicture

86. CHARTERED INSTITUTE OF PUBLIC RELATIONS
INVOLVEMENT: THE
COMMUNICATOR’S
MOST POWERFUL
WEAPON /
Questions

87. CHARTERED INSTITUTE OF PUBLIC RELATIONS
BUILDING
OUR
FUTURE /
ANNUAL INTERNAL
COMMUNICATION
CONFERENCE 2013
In association with CIPR Inside

88. CHARTERED INSTITUTE OF PUBLIC RELATIONS
CREATING
SOCIAL
CONVERSATIONS /

89. CHARTERED INSTITUTE OF PUBLIC RELATIONS
CREATING
SOCIAL
CONVERSATIONS /
Rachel Miller, All things IC
Jonathan Phillips, Coca Cola Enterprises
Wendy Jordan, The Wheatley Group
Linda Mortimer, London Gatwick

90. CHARTERED INSTITUTE OF PUBLIC RELATIONS

91. CHARTERED INSTITUTE OF PUBLIC RELATIONS
CREATING
SOCIAL
CONVERSATIONS /
Wendy Jordan
Group Communications Officer
The Wheatley Group

92. Wendy Jordan
Group Communications/Intranet Manager
Wendy.Jordan@wheatley-group.com
How Holmes gave us a voice
Holmes: The Wheatley Group intranet
Date: 25/11/13

94. Holmes launched on 19 July 2012 following 18
months of preparation and staff consultation.
•Built on interact software
•Launched with core pages
•Launched with help from Intranet Army
•Immediately embraced, no hitches,
•Holmes has grown steadily since then (88%)
Holmes’ history in a nutshell
95

95. Housing Officers share best practice

96. Chief Exec publicly congratulates teams

97. Environmental teams swap healthy recipes

98. Holmes gives everyone a voice, even cats!

99. Why did it
work?

101. CHARTERED INSTITUTE OF PUBLIC RELATIONS
BUILDING
OUR
FUTURE /

102. CHARTERED INSTITUTE OF PUBLIC RELATIONS
HOW CONFIDENT
ARE YOU THAT
INTERNAL
COMMUNICATIONS
PROVIDES A CAREER
FOR THE FUTURE? /

103. CHARTERED INSTITUTE OF PUBLIC RELATIONS
BUILDING OUR
FUTURE /
• Copies of today’s presentations are available on our
website www.ciprinside.co.uk
THANK YOU

104. CHARTERED INSTITUTE OF PUBLIC RELATIONS
BUILDING
OUR
FUTURE /
ANNUAL INTERNAL
COMMUNICATION
CONFERENCE 2013
In association with CIPR Inside

105. CHARTERED INSTITUTE OF PUBLIC RELATIONS
BUILDING
OUR
FUTURE /
CONFERENCE CLOSE