Using SnapComms

Leading Fixed Line and Broadband provider [Case Study]

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Customer Profile


This company is a voice and data company, providing innovative market leading products, services and customer focus to the business, government, wholesale and residential sectors. They have the backing of and are wholly owned by one of Australia’s largest telecommunications company.

Communication Objectives

They wanted to: Ensure staff had the information they needed when and where they needed it

 
  • Cut through email clutter as well as reduce email traffic.
  • Remind staff of corporate messages, our business strategy and staff benefits. 
  • Be able to alert staff immediately a situation arose.  
  • Let staff know about our current marketing campaigns and customer offers.

 

 

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How a leading telecommunications company used the SnapComms tools to meet its objectives

 

The company adopted the Snapmag tool to circulate a digital newsletter “Info line”. In addition, a desktop pop-up message was designed to have the same look and feel as the magazine and is used to notify staff when editions are published. Hence staff working in any location and at any time of the day or night know it’s there.

TelstraClear also use the Screensavers to reinforce key messages and corporate information, including staff benefits, offers and customer profiles.

 

“We have found screensavers invaluable when we need to communicate and celebrating our successes.

They are simple to execute and are immediate and impactful.” - Head of Communications, Diane Robinson

 

The TelstraClear team wanted the tools to appear visually interesting and attractive, and to keep the text first-person and friendly. The exception to this is in emergency situations when messages and commands require more immediacy. In these instances pop-up templates have been designed that relay the situation using ‘emergency’ colours of oranges and reds.

 

A series of visual templates have also been developed for specific audiences, as well as sets of screensavers (customer profiles and staff benefits, for example) so each has a specific look and feel. TelstraClear recognised from the start that the tools, particularly the screensavers, need to be current and change regularly to maintain their impact and interest.

 

SnapMags are now being adopted by various business groups across the organisation to target specific information and news to their teams, and pop-up alerts are also starting to be used by project teams. They can see the value-add the pop-ups provide with instant messaging and fewer emails. Also, there is added value in being able to track who has – or hasn’t read – the pop-ups. We’ve now go to the point where teams are coming to us and asking “can we use SnapComms too…”

The bright, fun and colourful screensavers have met with overwhelming appreciation and staff are enthusiastic about new ones.

 

Read more case studies:View Case Studies


Employee Communication Examples

 

Internal Staff Newsletter


• Their corporate newsletter which goes to all staff and includes news and information across the organisation, from corporate strategy to social news. A regular feature is the weekly ‘Upfront’ section which is penned by a member of the Leadership Team and generally refers to company initiatives and direction. This used to be a separate communication but has now been incorporated into the magazine to ensure maximum coverage.


• The Networks & Services team have also adopted their own magazine and others are fast coming on board. The company is about to introduce a mag that targets managers across the organisation, and another for our business sales people to keep them up-to-date with their fast-moving projects and initiatives.

 newsletter-ISP.png

Company newsletter

 

Desktop Alerts



“There was also a need for a tool that would add to flexibility to the suite of disaster response 
and issues

communications, and the pop-up alerts tool has achieved this.” - Head of Communications, Diane Robinson

 


• Pop-ups continue to be used sparingly so that they remain, like fire alarms, signals for immediate action. We are careful to ensure they are not used as an alternative to email and instead are recognised a carriers of specific info on specific issues. (see example below – email down).


• However, to encourage buy-in, and to ensure that the pop-ups are also a way of delivering positive re-enforcement, the team have developed a ‘Birthday’ version: during the month of their start date with the company, every staff member gets sent a pop-up with a message from the CEO recognising their tenure.

 

retail staff alert

Encourage staff to promote certain features with desktop alerts

 

Screensaver Messages


• Promotions: To endure that non-sales and marketing staff find out about promotions they use screensavers to let staff know what the company is doing in the media, and to remind them to let others know about products and services.


• Customer profiling: Screensavers are used to remind staff every day of the many businesses and government agencies that rely on us for their telecommunications. They also act as mini-profiles, filling in the picture of the wide range of leading services they offer and the value added.


• Sponsorships: At this leading broadband and landline provider, the primary task is to connect people in ways that make their lives better, richer, and more productive. They support many community organisations, particularly in the arts and those that focus on children, youth and families. Screensavers remind staff of the organisations supported and the ways in which it is being done.


• Values: There are five words that used to describe their people and approach: Active, Independent, Liberating, Smart, Tomorrow. They are aspirational concepts regularly used in sets of screensavers that remind staff of these. These are interspersed with other screensaver messages and help staff to see and understand the bigger picture vision of “who we are and what we do”.

 

staff promotion Screensaver

Screensaver Mesaging to communicate promotions

Conclusions


The staff response to and success of the SnapComms suite of tools has grown organically and more and more of the organization's managers are now able to see the benefits, and the ways in which they can adopt the tools to improve their own communications.


“We’re delighted with the way the tools have helped us improve our communications 
across the organisation, break down

silos and help create an all-important team atmosphere across the group”. - Head of Communications, Diane Robinson

 

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