CONTENTS
About the authors = xvii
Contributors'''' biographies = xix
Foreword = xxix
Acknowledgements = xxxi
Introduction = 1
Why should you read this book? = 1
What is the state of IC today? = 1
The evolving role of IC = 2
So how does all of this impact internal communications? = 4
Impact of millennials = 8
The annual engagement survey is dead = 9
Acting on the feedback = 10
Tips for success = 11
Measurement - everyone''''s favourite topic = 11
When IC is diluted = 12
The rise of the employer brand = 13
A Creative Culture - what good looks like = 14
Conclusion = 15
Reference = 16
STORIES FROM THE COALFACE
01 Telefónica Digital : How a culture of openness and transparency ensures that employees feel constantly up-to-date with internal change and the impact of external influences in a highly regulated business / Lindsey Morrell[Head of Global Internal Communications, Telefónica Digital] = 17
Changing attitudes = 18
Rebooting perceptions = 21
Visions of trust = 21
Life of privilege = 26
Smell the roses = 27
Shock tactics = 29
No one is an island = 30
02 Managing and measuring employee engagement: Experience in a competitive industry sector with traditionally high levels of staff turnover / Suzie Welch[People Director, PizzaExpress] ; Jo Harvey[Engagement and Communications Manager, PizzaExpress] = 31
The retention challenge = 34
Frustrated ambitions = 36
The long game = 38
Shifts in perception = 40
03 Grant Thornton : How the evolution of an authentic internal voice is helping to drive essential change in an increasingly turbulent and challenging climate for business leaders / Norman Pickavance[Leader of the Brand, Innovation&Sustainability Agenda, Grant Thornton] = 43
Norman''''s wisdom = 44
Connected vision = 45
Conversation starters 48 Is it working? = 51
Trust and responsibility = 54
04 BG Group : How your `employer brand'''' is a dynamic and innovative power tool to unite a global workforce throughout corporate change / Laura Ferguson[People Engagement and Change, BG Group] = 57
Winds of change = 60
Cracking the skills shortage = 63
A Regular Pulse = 67
In with the old = 70
Image consciousness = 73
05 GE Capital : How a coaching culture is helping a finance company to embrace major change and extract maximum value from face-to-face communications in a global structure / Helen den Held[Head of Global Communications, GE Capital] = 75
Millennial differentials = 78
The coaching imperative = 80
Bridging the comms canyon = 83
Compelling stories = 86
Make it personal = 88
References = 89
06 Heathrow Airport : How one organization is effecting major cultural change and developing a new generation of leaders by empowering its people to understand their own strengths - and align themselves with company values / Vickie Sheriff[Director of Communications, Heathrow] = 91
Millennial disruption = 93
Exaggerated rumours = 96
Wider horizons = 99
Hearts and minds = 101
07 Just : How a brave and bold approach to internal communications is supporting a merger at the innovative retirement income specialist - and building channels that exploit the millennial world of social media to the max / Jenny Burns[Director of Brand and Customer Experience, Just] = 103
Journey of a lifetime = 104
The honorary millennial = 107
Ear to the ground = 110
Transformative times = 113
08 The Institute of Internal Communication : How a professional body is leading the way in setting 21st century standards for excellence in internal communications and the importance of driving change from the inside / Suzanne Peck[President, Institute of Internal Communication ; Vice President, European Association for Internal Communication(FEIEA) ; Managing Director, The Sequel Group] = 115
Firmness of purpose = 116
Blurred boundaries = 118
The wealth of experience = 120
Challenging roles = 123
09 April Six : How team building and connected leadership are helping a service business to go global without losing sight of core values that are being driven from the very top / Fiona Shepherd[CEO, April Six] = 125
Keeping focus = 126
Tiger power = 128
Get connected = 128
Attention to detail = 131
Spot the intern = 131
The value of choice = 134
Directional certainty = 137
Good parenting = 139
10 Natural England : How strong story-telling, data and insight are helping to confirm IC as enabler, not mail box, at one government agency / Shiona Adamson[Head of Internal Communication and Communications Services, Natural England] = 141
Winds of change = 142
Sourcing apprentices = 145
Data imperative = 148
High network benefits = 151
Compelling stories = 155
Reference = 156
Summary = 157
Authentic engagement = 157
Listening effectively = 160
Managing change = 166
The future of IC = 168
Conclusion = 169
Reference = 172
Twenty top tips for successful internal communicators = 173
Index = 175
