Business context
- Small advertising agency part of a global network
- New, young, inexperienced agency leadership
- Relatively small team (75 – 100) working on project basis disconnected from the big picture
- No business momentum
- Morale low
- High turnover of key talent
Communication issue
- Perceived differences in what the 3 leaders were saying
- Over reliance on e-mail
- Too much information, not the right information
Solution
- A series of facilitated cross-functional working sessions: Deeper understanding of internal audience segments, the nature of ‘news’ and who needed to know it when
- Practical solutions (tools and tactics) for communicating: Targeted communication, embedded bias for the use of face-to-face conversation as the preferred way of communicating important news
Results
- Built business momentum
- Morale improved– staff understood how their actions connected to the big picture; felt valued
- Turnover reduced