Using colleague insight to shape an internal communications strategy
London Northwestern & West Midlands Railways has around 3,400 people spread across the network from Liverpool, the West Midlands to London Euston. People undertake a range of roles, with the majority being in Operations and Customer Experience, which include drivers, station staff, senior conductors and colleagues undertaking train presentation. There are a number of established internal communication channels. With Internal Communications recently becoming part of a broader Communications function, it was believed timely to review its effectiveness.
HarknessKennett worked with the Head of Communications and the Internal Communications Manager to undertake the audit and provide an external assessment of internal communications across the business.
A range of techniques were used to reach busy colleagues on the move, including in-depth interviews with directors, attendance at existing meetings, focus groups (both online and face-to-face), and hosting an online, quantitative survey. The feedback was analysed and developed into an action-oriented report.
Following a working session sharing the feedback, including a range of recommendations from staff and demonstrating best practice internal communications, HarknessKennett have been asked to continue to support the Internal Communications team at London Northwestern & West Midlands Railways by working with them to develop an internal communications strategy.
“This review has helped put internal communications front of mind at London Northwestern & West Midlands Railways and gather valuable feedback from across the business including front-line colleagues. It’s provided us with an opportunity to talk about how internal communications supports our business commitments and the approaches we currently use. I’m grateful to HarknessKennett for conducting this audit and I’m delighted that we’re partnering with them now on developing our internal communication strategy.”
Charlotte Ritchie, Head of Communications & Strategic Engagement, London Northwestern & West Midlands Trains
