+ internal marketing at ipsos mori kristen cartwright msc marketing communications
TRANSCRIPT
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+
Internal Marketing at Ipsos MORI
Kristen CartwrightMSc Marketing Communications
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2+Content
Background information
Limitations
Current internal Marketing of Ipsos MORI
Gap analysis
Recommendations
Appendix
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+Background
3
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4+Background information
Presentation by Billie Ing during LSBU Master students residential weekend
Overview of Ipsos MORI
Current internal Marketing of Ipsos MORI
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+ Limitations
5
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6+Limitations
Internal Marketing
Single point
of view
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7+Limitations
Single point of view from within one specialism
Need for wider cross-specialism perspective1. Full audit
2. Collect employees feedback on current approach Online survey / text survey? Focus group discussions Drop box suggestions
3. Review approaches to strategy (e.g. model by Center & Jackson, 2003 – see appendix of presentation for details)
4. Gap analysis
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+Current internal Marketing at Ipsos MORI
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9+Current internal Marketing at Ipsos MORI
Source: Ing, 2013; Ipsos MORI, 2013
Yearly global staff survey (last time summer 2012)
Informative Emails (e.g. Finance, Compliance)
Company meetings: All staff (yearly), Ipsos Marketing (quarterly), Ethnography team meeting (bi-weekly), Qual team meeting (weekly), Line manager catch-up (weekly)
PDR review (twice per year)
Newsletters: ‘The loop’ UK – weekly; Marketing NL – sporadic; Academy NL – monthly; Ben's update - monthly
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10+Current internal Marketing at Ipsos MORI continued…
Source: Ing, 2013; Ipsos MORI, 2013
Knowledge sharing presentations
Intranet
Office supplies
Signage & Posters (e.g. viewing rooms, reception area)
Team away days
‘Ben’s Coffee Talks’
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11+Current internal Marketing at Ipsos MORI continued…
Trainings, rewards and feedback (e.g. training sessions, performance development reviews, CSM)
Rewards and benefits for staff (e.g. insurance, pension etc.)
Staff badges
Marketing Fun Team
Social media activity
Source: Ing, 2013; Ipsos MORI, 2013
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+Gap analysis
12
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13+Theoretical approaches for internal Marketing
Source: Welch & Jackson, 2007
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14+Current status with Ipsos MORI internal Marketing
Missing cohesive corporate design
Lack of engagement among employees
Minimal employee awareness of relevant information within Ipsos Group
Lack of action planning following the staff survey
Inconsistency in office supplies
Compounded by a very complex company structure
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15+Objectives
Present a consistent brand message and identity
Increase employee motivation and sense of belonging
Enhance employee awareness of relevant company information
Involve staff survey findings to improve employee engagement within Ipsos MORI
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+Recommendations
16
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17+1. Recommendation: Cohesive Corporate Design
• Logo• Company doesn’t
give the impression of being ONE company
• Cohesive design of all documents (e.g. colour scheme)
• Facilitates findings of relevant information (Staff survey, 2012)
• Helps to present a consistent message over all
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18+2. Recommendation: Newsletter
• Monthly newsletters (UK)
• Consolidate ‘The Academy’ with ‘The Loop’
• Facilitates findings of relevant information
• Increases the feeling of being informed (Staff survey, 2012)
• Improved form of internal communication and understanding
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19+3. Recommendation:Virtual CEO Office
• Ben’s Coffee Talks extended
• Virtual Forum (monthly Chats)
• Increases involvement with the smaller offices
• Communication exchange encouraged among UK offices
• Increase motivation and sense of belongingness
• Improves three-way communication
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20+4. Recommendation:Badges & Office Supplies
• More individualistic – less labeling (‘STAFF’)
• Allow same supplies for all offices (e.g. teabags/squash)
• Increases motivation and sense of belongingness
• Helps to present a consistent brand identity
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21+4. Recommendation:Badges & Office Supplies
Current Badge: Potential Version:
Billie Ing
Senior Research Executive ECE
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22+5. Recommendation:Who’s who
• Extent Intranet’s ‘Who’s who’ throughout offices (e.g. Whiteboards)
• Including: Picture, name, job description, location, ‘working for the company since….’
• Networking events
• Increases employee awareness
• Increases team collaboration and sense of belongingness (Staff survey, 2012)
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23+6. Recommendation:Intranet
• Redesign of layout cohesive corporate design
• Include search bar• Reduce content
• Eases the finding of internal expertise and general information
• Increases information level (Staff survey, 2012)
• Presents a consistent message and improved form of communication
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Internal Marketing
"Until everyone from your CEO to your receptionist can accurately and consistently articulate your brand's promise, how do you expect your customers to?“
(Aaker)
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25+
THANK YOU
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+Appendix
26
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27+Theoretical approaches for internal marketing continued…
Source: Adapted from Center & Jackson, 2003; Finney, 2011
Internal Marketing
Tools
On-going Communications
(E)-newsletter
Intranet
Voice Mail
Audio, VisualQuizzes, Games
Banners, Posters
Postal mailings Collaboration, Unity
Celebrations
MeetingsSocial
activitiesKnowledge
sharing
Motivation
Recognition
Incentives
Education, training
Company logo items
Interaction & Feedback
Word-of-mouth
Department meetings
Surveys
Personal Evaluations System
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28+References
Center AH and Jackson P (2003) Public Relations Practices 6th Ed New Jersey Prentice Hall
Ing, B. (2013) Personal Interview (Internal Marketing of Ipsos MORI), 26. February.
Internal Communication Matrix Welch and Jackson (2007) in: Welch, M and Jackson, PR (2007),"Rethinking internal communication: a stakeholder approach", Corporate Communications: An International Journal, 12 (2), pp. 177-198.
Ipsos MORI (2013) Internal Marketing at Ipsos MORI. Ipsos MORI, 2. February.