Against a background of continued transformational change within the Customer Service function, HarknessKennett was asked to conduct a rapid review of the scope and impact of internal communication. The purpose was to generate recommendations for change to futureproof the internal communication function and deliver communications that ensure employees are clear and excited about their roles in the new organisation.

Approach

We initially undertook interviews with Cheryl Black, the Director of Customer Service and her leadership team. These were followed by focus groups with the internal communication team and colleagues from all levels within the function at key sites across the UK.  The groups also included questionnaires to provide robust quantitative data to support recommendations.

Outcomes

Findings were shared with the leadership team within three weeks of receiving the brief. Recommendations included what was needed in terms of change, from channel preferences to support for leaders. Support for the recommendations was high, enabling the team to quickly move on to implementation as a result.

“I needed to work with a partner who could provide rapid, independent feedback on the priority areas for communication.  HarknessKennett rose to the challenge, and their work has helped enhance internal communications across Customer Service. I could not recommend them more highly.”

Jenny Burns
Head of Internal Communication

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O2 UK’s Technology department is where great ideas come to life and drive the business forward. However, the very nature of Technology’s work and the reality of constant change, challenge the delivery of simple and consistent messages.

Approach

Speaking to members of the senior and extended leadership team and to front line colleagues, HarknessKennett was able to inform the development of a new internal communications strategy. Using graphical tools to illustrate message complexity and the balance between tactical and aspirational, was a powerful driver to focus the new strategy on clarity and simplicity.

Outcomes

With the support of Internal Communications, the Technology senior leadership used the research to build consensus within the team and to start the Technology Conversation with colleagues throughout the department.

“I was looking for speed, honesty and impartiality and HarknessKennett delivered. Their insights focused on the key issues we needed to address and gave us a clear direction for the way forward.”

Dave Morris
Senior Internal Communications Manager

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