Case Study: Selwyn CollegeExposéA Big VAT Zero?Short & SweetStormy Weather Ahead?Competition

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achievement through technologyexpand your world

4 Editor’s NoteElisabeth Glasper introduces this issue of Memo.

6 Case Study: Selwyn CollegeWe talk to Sarah Harmer, Development Director and Fellow.

9 Coffee BreakTest your skill with this issue’s teaser.

10 ExposéWe finally manage to catch up with Rob Glasper.

12 A Big VAT Zero?Zero VAT: can your mailing campaign benefit?

16 Short & SweetRob Glasper brings some thoughts on recent events.

18 Stormy Weather AheadRiding out the postage waves.

21 CompetitionA digital radio up for grabs for the winner this issue.

Memo22 / 3

Ciconi LtdAirfield Industrial EstateWarboysHuntingdonPE28 2SH

T: 01487 823546 E: memo@ciconi.co.ukW: www.ciconi.co.uk

The small but perfectly formed print:

Memo is researched, written, produced and printed by Ciconi ©2012 Ciconi Ltd. Reproduction in whole or part is prohibited without prior permission of the editor. Ciconi Ltd accept no responsibility for the views expressed by contributors to the magazine. Readers should consult their advisors before acting on any issue raised. Ciconi Ltd cannot take responsibility for unsolicited manuscripts, photographs or illustrations, or for errors in articles or advertisements in the magazine.

Image credits for Memo Issue 22

p1 © berc, Fotolia.comp2 © auremar, Fotolia.comp4 top © Odelia Cohen, Fotolia.comp4 bottom © Bruce Shippee, Fotolia.comp6 © David Smithp7 blossom © David Smithp7 portrait © Robert Hardingp8 © David Smithp9 left © Howard Beaumontp9 right © michaklootwijk, Fotolia.comp12 © SSilver, Fotolia.comp16 © Aleš Nowák, Fotolia.comp17 goat © Eric Isselée, Fotolia.comp17 moon © Remo Liechti, Fotolia.comp17 mountain © Daniel Prudek, Fotolia.comp17 city © leungchopan, Fotolia.comp18 © Alis Photo, Fotolia.comp20 top © arvydas666, Fotolia.comp20 bottom © Kimberly Reinick, Fotolia.comp21 ball © Konstantin Li, Fotolia.comp22 top © Tombaky, Fotolia.comp23 back © Jakob Kamender, Fotolia.comp23 gun © TheStockCube, Fotolia.com

Welcome to this new edition of Memo. With the London Olympics 2012

just a few weeks away, I’m sure that many of you will have come across Wenlock & Manderville, the Olympic mascots.

These two characters have attracted some criticism since their launch in 2010, mostly to do with their fees for personal appearances at schools. Charges start at £850 and rise to £1,750 if they stay overnight. That’s just in England: the Scottish and Irish enjoy (?) the most expensive rates, at around £2,500. True, there have been some free school appearances. Even so, schools where money is tight have not been able to enjoy a visit from these mascots.

Integrated marketing: the Americans show the way

4 / Memo22

How to increase your value and sell your businessIncreasing your profi t and selling your company for maximum value demands time, careful planning, expertise and market knowledge. Avondale’s business sales and acquisitions experts, in conjunction with business mentors, tax & legal specialists can help you strategically increase your value and sell your business at an aspirational price.

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2354_CiconiAd_190x99mm_AW.indd 1 18/01/2012 11:04

How to increase your value and sell your businessIncreasing your profi t and selling your company for maximum value demands time, careful planning, expertise and market knowledge. Avondale’s business sales and acquisitions experts, in conjunction with business mentors, tax & legal specialists can help you strategically increase your value and sell your business at an aspirational price.

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• Be able to maximise your deal value through strategic planning and expertise

• Understand how to value a business

• Understand how to navigate the technical complexities of successfully selling your business

• Learn how to confi dently manage the fi nancial and legal preparations

• Know how to minimise your tax issuesand liabilities

Available Seminar Dates:

London 16th MayBirmingham 20th JuneManchester 8th NovemberGatwick 13th NovemberGlasgow 14th NovemberBristol 20th November

To book email events@avondale.co.ukor call 01737 240888 quoting Ciconi.

If you cannot make these dates, why not book a confi dential meeting to discuss your objectives. Call 01737 240888.

www.avondale.co.uk BUSINESS SALES | ACQUISITIONS | STRATEGY

2354_CiconiAd_190x99mm_AW.indd 1 18/01/2012 11:04

It was however the print contract for the Olympic tickets that for me was more interesting that the antics of Wenlock and Manderville. The contract was awarded to an American company, and according to some, UK printers were excluded from the tendering process. As the Daily Telegraph put it: ‘Tickets to the London 2012 Olympics will be printed in Arkansas, United States and airfreighted 4,500 miles to Britain after an American firm was awarded the printing contract’. The comment from London 2012 was: ‘As with all of our contracts, a number of criteria are considered including the experience of working on projects of this scale, security, ability to handle large amounts of data and value for money’.

What this suggests to me is that the US is well ahead of the UK in high volume personalised print production, this is no surprise given the numbers: last year, US spend on direct mail grew by nearly 5% to just over $50 billion. Why?

Because marketers found that direct mail was far more successful than advertising in attracting people to campaign web sites. They have discovered that the ‘millenials’ – people aged 18-24 – are highly responsive to personalised mailers, and click through to web from such campaigns is reaping high rewards. Good news for the US Direct Mail industry; good news for US marketers – and hope for us.

What happens across the pond usually happens in the UK. Already we have seen signs that savvy marketers in the UK are stepping-up their activity and integrating direct mail with other technologies to increase web responses.

So although the Olympic ticket printing may have gone to the US, it’s not the end of the world contrary to Malayan prophecy, it’s the start of something vibrant and exciting. Of course always remember our American friends may be first onto something, but we always do it that much better!

Memo22 / 5

Ciconi has served many Cambridge colleges for the past twenty years, working with development offices to provide design, print

mail and electronic communication services. It is Ciconi’s great pleasure to bring you this case study featuring Selwyn College.

6 / Memo22

The College is named after George Augustus Selwyn, who was the

first Bishop of New Zealand and later Bishop of Lichfield. Building began in 1880, and the corner stone on the north side of the gateway was laid by the Earl of Powis on 1 June 1881. The College opened in the October term of 1882, taking 28 undergraduates under its wing.

Selwyn himself had wished to see university education extended to many who were not able to afford it, and the College has maintained that ethos. Today it is home to around 360 undergraduates, with an additional 130 postgraduate students drawn from universities around the world. Collegiate life is supervised by the Master and more than 60 Fellows. The College boasts over 6,500 alumni, many of whom have achieved notable success, including the actor Hugh Laurie; barrister and television presenter Clive Anderson; Dr John Sentamu, the Archbishop of York; and Robert Harris, author of a number of best-selling books such as Enigma and Fatherland.

We talk to Sarah Harmer, Development Director and Fellow of Selwyn College, about her current role, the future of College communications, and fundraising.

Question: Sarah, you were elected as Development Director and Fellow of Selwyn College in 2011. Please tell us a little about what you do at Selwyn.

Answer: My job as Development Director, and our job in the Development and Alumni Relations Office, is primarily to strengthen the connection between alumni and the College. We sometimes call alumni ‘Old Members’, which is a rather unwieldy way of expressing that alumni really are still members of the College community, just not in residence. Our office runs events (everywhere from London to Hong Kong to Dorset), sends out publications, and tries to reach out to the widest possible range of alumni. We would like to see all of our alumni reconnect with Selwyn.

Memo22 / 7

I am also responsible for fundraising for the College. With recent cuts in government funding for higher education, and the new fee regime of £9,000 a year coming into place, philanthropic support from alumni has never been more important. The donations we receive help to provide bursarial support for students in financial hardship. They also pay for important upkeep on our historic buildings and give us much-needed funds for encouraging research. Without donations the College would be in a difficult position.

Do alumni prefer to receive communications in printed or digital formats?

Both! Obviously it is crucial for the College to embrace electronic means and social media channels to keep our communications fresh and current, but it is not just the more mature alumni who expect and enjoy printed publications. All alumni want instant updates on student activities or fellow alumni in the news, but they also appreciate the opportunity to read longer opinion pieces in print.

It is an interesting twist that although electronic communications are supposed to make spreading information easier and quicker, it has actually made our job harder because we are now expected to produce double the number of communications with the same number of staff.

Looking forward, what would you say will be your focus for building relations and fundraising for the College?

In the next few years, the College will be launching a £20-million campaign. Selwyn has one of the smallest endowments among the Cambridge Colleges, and this sum would effectively double our endowment, providing much-needed funds for future generations. That is my immediate goal and will remain my focus until the campaign is over.

In terms of building relationships with our alumni, we just held our first Alumni Forum, where alumni of all ages came back to Selwyn to give us some frank feedback on how we are doing. It was a great experience, giving us a lot to think

8 / Memo22

about in the office about how we develop our events and publications strategy over the next five years. I think in the future we will need to be more sensitive to the needs of different groups of alumni. Development is still relatively young in the UK and as alumni offices develop we will need to define the most effective ways of connecting with alumni.

Ciconi has served Selwyn for over ten years and worked on some exciting projects. How important is it to have suppliers that understand your requirements?

Very. Development offices are notorious for constantly changing and updating their materials and practices, so it is really vital that we have a flexible supplier. Being able to distribute something on the spur of the moment, or to change a design in minutes, enables us to respond to an ever-shifting environment – and that is the most important thing for us. Coffee Break

1 Replace the blanks in this sentence with two six-letter words. Both words must contain the same six letters. What are the missing words?

The commentator said: “He made a ______ connection with the ball to

score the goal on the ______”

2 What number should replace the question mark?

40 – 13 61 – 20 22 – 7 16 – 5 43 – ?

Time to test your skill against this issue’s questions. If you get stuck, the answers can be found on

the Memo 22 web page. Why not enter this issue’s competition too?

www.memo22.memomag.co.uk

Memo22 / 9

ExposéRob Glasper: the truth!

10 / Memo22

Q: Can you give us a little background information about yourself and your rôle within Ciconi?

A: When the company started I was in full time employment and helped on a part-time basis, driving the van in the evening and at weekends. The business was operating from our home at the time, though we soon realised that we would need bigger premises. There was one occasion when a Royal Mail articulated lorry broke down outside our house and the second one they sent blocked the High Street. Soon after that we moved into nearby commercial premises and I gave up my day job. That was in 1994. At the time I enjoyed a variety of roles including credit control, accounts, banking, docketing, training – and a lot of delivery work. As the company grew a lot of these duties passed to specialist sections. Today, although my position still has many facets, I am mainly involved in proof-reading, help to produce Memo, and am generally available for any type of support. In the main I am still the provider of a personal delivery service for our clients.

Tell us something about yourself that no-one at Ciconi would know.

No one in Ciconi knows that since a remarkably tender age I have been an avid supporter of Sunderland AFC! Seriously though, I don’t suppose anyone is aware of my hang-up about toilet paper. That and kitchen roll. They have to be arranged so that the next sheet hangs down at the FRONT!

What is your dream holiday location and why?

This has to be Lake Baikal, which is renowned as the venue of the Siberian Beauties Hot Pants competition. Failing that, it would be the village of Bally Bunion where one would find one of Ireland’s most famous golf courses. My reasons for choosing these locations are self explanatory.

How do you like to relax?

I am an inveterate relaxer and find no problem with it. Relaxing mainly involves golf, TV, wine and reading the occasional light rubbish. I recently discovered a gap in my education, so, for the first time, I am indulging in Charles Dickens.

You mentioned earlier that you carry out proof-reading for the team, and we all know that you like to highlight best use of commas and other punctuation. Has reading Charles Dickens helped with this?

Yes, I am enjoying it. I can also tell you that Lynn Truss’s book Eats Shoots and Leaves is also relevant to Dickens: she accurately describes the importance of the mighty comma, and Dickens would be hapless and helpless but for the comma, which can exist up to eight times in one sentence!

You help many of our clients, as well as people at Ciconi, by getting things from A to B. What was your most unusual request?

Some years ago I was making a delivery in Derby when I was asked if I could take some literature to a client’s conference … in Rhodes. Apparently the first shipment had been delivered and then locked in the janitor’s office – and there was no key! I returned to base, collected the literature, and caught the next flight. After two nights the conference ended, and the client’s presentation equipment needed to be returned to the UK. At this point I was asked if I could include it in my hand luggage. I took a look and found it had all been neatly packed … in three giant wheelie bins! I recommended a more conventional return route and, six months later, a courier arrived at the warehouse. “Something for you guv.” I recognised them immediately.

You have been a director of Ciconi for almost 24 years. What would you say to someone who is thinking about embarking on the same path?

First find a wonderful woman then go ahead and do it. It’s great!

And what would you say has been the most noticeable change in the business?

The answer to this is premises. Before joining the company full-time I would occasionally go away on training trips. I would come back to find our living room rearranged. I would have to bore a hole through a wall of boxes to see the TV! We eventually moved to our existing home in Warboys, and ran the business from the outbuildings. When we outgrew these we moved into a shared warehouse on the airfield, and then into our current, custom-built premises.

Memo22 / 11

12 / Memo22

With the recent introduction of VAT on Royal Mail postal services (see article on page 18) the majority

of VAT exempt and not for profit organisations are now facing the prospect of a 20% hike in their marketing costs.

It has long been a bone of contention to other postage providers that Royal Mail have been offering VAT free post and now it seems it is anyone’s ‘market’ as all providers are now on a level playing field.

It is however still possible for VAT exempt and not for profit organisations to enjoy a big fat zero on their mailing campaigns by maximising the use of the package test.

First principles

Generally, when a VAT exempt organisation buys something from a VAT-registered supplier, the bill will include VAT at the standard rate. However, when the VAT exempt organisation buys something within an HMRC list of permitted goods and services, the supplier can charge VAT at 0% instead of the standard rate. For example, HMRC says that the

supply of advertising to charities (including advertising for staff) is zero-rated … and so is the purchase of pre-printed collecting boxes, envelopes and appeal letters.

The ‘package test’

One of the key determinants of VAT status is whether the items in a printed mailer form a package. This is the ‘package test’. Each item within a package will have either standard or zero-rate VAT applied, depending on its type.

Generally, the package test requires you to consider:

•Aretheremorezero-rateditemsinthepackagethanstandard-rated?

•Arealltheitems‘connected’insomeway?Dotheyformpart of a package?

•Cantheouterpackagebeenclosedincard,paperorapolywrap?

•Arealltheitemsprintedonpaperorcard?

Mailing Campaigns: a big VAT zero?

When the VAT exempt organisation buys something within an HMRC list of permitted goods and services, the supplier can charge VAT at 0% instead of the standard rate.

Memo22 / 13

Ciconi have been applying the package test to mailing packs for some years now and have guided clients to the most cost-effective solutions. As a result of this experience we can advise you on the VAT status of individual enclosures (‘items’) and help your mailings to pass the package test.

Additional VAT considerations

As well as assessing the liability of your next mailing to VAT, we can also offer you our established Single Source Supplier service, which optimises the ZERO rating rules when applying the package test.

Single source saves money

If you nominate Ciconi as a ‘single source supplier’ you can not only benefit from a zero-rate VAT on printed elements of your mailings, but also on their design, print and postage. This is well worth considering as postage costs can be quite substantial.

If you choose this option, Ciconi will manage all components of your mailing and ensure that the quality and service you expect is maintained. We are happy to work with any of your preferred suppliers to achieve this.

Not all about price

High-performance mailings are not solely driven by price, and zero-rating may not always be applicable. Even so, we can still optimise the results you achieve within your budget by recommendations to benefit your campaign. Even though the ‘package test’ may not apply to the entire mailing, VAT can still be apportioned between standard-rate and zero-rated items and invoiced to you accordingly. We will always be happy to advise and suggest the best route.

Campaign planning

Budgeting for mailings is a complicated area these days, but with our help you can make your budget go a lot further and achieve remarkable results. If you’re not already in touch with a member of the Ciconi team do so now – and start saving!

YOUR DETAILS

PLEASE DONATE

INVITE

PLEASE DONATE

YOUR DETAILS

Package test examples

14 / Memo22

Package test examples

Example 1

Booklet 0%A4 form SRGeneral letter SRCarrier envelope SR

Example 2

Booklet 0%A4 appeal letter + tear off strip 0%Invitation SRCarrier envelope with appeal 0%

Example 3

Newsletter 0%Carrier sheet SRPolywrap N/A

Example 4

Newsletter 0%General letter SRA4 form SRCarrier sheet SRPolywrap N/A

SR = standard rate

PASS

PASS

FAIL

FAIL

Papworth Hospital Charity

Papworth Hospital Charity

Work up a fundraising frenzy! Do you and your workmates fancy a good laugh? How about coming to work in your old school uniform or holding a cook off in the kitchen.

By holding a Papworth Office Party you can have some fun at the same time as helping thousands of people living with heart and lung disease.

We’ve got loads of things you can do so email us at papworthcharityinfo@papworth.nhs.uk or call us on 01480 364237 for more information.

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Short & SweetWelcome to yet another convoluted collation

of titbits put together for your delectation by Rob Glasper. This issue is shaped by what promises to be a momentous summer of sport, more sport, and some royal celebrations.

Euro 2012

Football lovers will be spoilt for choice this summer, thanks to the finals of the European Championship, so this seemed a good time to define the much maligned ‘off-side’ rule. Hmmm … on second thoughts, here is a potted version of one of the earliest recorded set of rules, the ‘Cambridge Rules’ circa 1848. These determined not only the size of the pitch, but also the structure of the goal, which was to be two white posts connected at the top by a piece of string. Throw-ins were kick-ins and – even in those days – players had to be ten yards from a free kick. In the early days, handling was allowed but only ‘to stop a ball and place it at the feet’. ‘Passing’ was introduced much later by the Scots! Finally a rule obviously intended for Tony Pulis and his players: ‘Kicks must be aimed only at the BALL’!

16 / Memo22

Olympics 2012

Before the Games get under way, the Olympic torch will be carried around the UK. The symbolic flame will be borne aloft through Cambridge on 7 July, and part of the route will include Trinity College, famous for its Great Court run. This involves college members attempting to run around the Great Court within the time it takes the College clock to strike twelve. You may recall this being featured as a central scene in the hit movie Chariots of Fire (though it was not in fact filmed at Trinity). It was also attempted in 1988 by Messrs Cram and Coe who both came close but no cigar. If you are interested, the course is 370 metres and the clock takes 44.4 seconds to strike twelve.

The flame will leave Cambridge by punt early on 8 July and continue to St Ives and Huntingdon, where one of the torch bearers along Huntingdon High Street will be Reg, a 91-year-old gentleman from Warboys, home of Ciconi.

Royal Events

Her Majesty has been on the throne for 60 years. What momentous events can you recall during her reign? Here are a few: crowned in the fifties as Edmund (later Sir Edmund) Hillary was reaching the top of the world and Roger (later Sir Roger) Bannister was breaking the four-minute-mile barrier. There was another famous marriage in Monaco and we were introduced to the Mini – the car, not the skirt – but that was to come. Gagarin became the first man in space, Martin Luther King had a dream, and JFK went to Dallas. The Great Train Robbery was accompanied by Beatlemania and followed closely by the 1966 World Cup. In 1969 man landed on the moon, Concorde took off and, within two years, decimalisation was counted-in. Not that this is connected, but Nixon resigned and the Americans left Vietnam. Come 1977 and HM celebrates her Silver Jubilee and in ‘a galaxy far far away’ Mrs Thatcher comes to power. The Falklands rears its head whilst we welcome a free Germany and a free Mandela. Another war, this time in the Gulf, then it’s hallo to the Channel Tunnel and goodbye to Hong Kong. The turn of the century brings the Queen Mum’s century before it’s time for another war, this time in Iraq. There are more wars but enough said … and that brings us right up to date with another royal wedding and the Diamond Jubilee.

Hircine Events

Still on the theme of sport, you will all no doubt be aware of the drama surrounding this years’ Boat Race, culminating in a victory for the light blue of Cambridge. You may not be aware though, of a similar event held for the past four years at London’s Spitalfields Market, where over 1,600 people cheered on two Guernsey goats competing in the Oxford & Cambridge Goat Race! There was no controversy here, only a noticeable lack of drama as three-times victor Cambridge ran away with the medal – literally. Lightness and agility gave Cambridge the upper hand from the start, with the Oxford entry looking significantly chubbier since its last outing. Buoyed on by a farmhand bearing a bucket of treats, the two contestants were only a billy goat’s length apart before Cambridge trotted away to an easy victory. The winner clocked in at 1.26 minutes, with Oxford following at a disastrous 4.12 minutes – and not an elitist protester in sight.

Memo22 / 17

Are the UK’s commercial mail providers ready and able to give organisations the services they want?

18 / Memo22

Following this year’s Royal Mail price rises, changes in VAT, the arrival of new competitors, and the launch of new services by existing providers, marketing

departments can be forgiven for feeling confused. It’s a new world out there, and it’s not always easy to change suppliers or negotiate new tariffs. In this article we take a look at the new landscape and sketch out a strategy for moving ahead.

The UK mail market

In 2006 the UK became one of the first countries in the EU to break the state-run monopoly and open its postal market to full competition. Today, Royal Mail’s competitors handle 40% of all UK letters and 70% of bulk mail. In the same period the UK has seen a 25% decline in letter volumes, but the number of postal addresses has increased from 27 million (2003) to 29 million.

To help it keep up with the competition, Royal Mail, now under the umbrella of Ofcom, has recently been given a lot more freedom to determine its prices. As well as some pretty stunning core price rises earlier this year, commercial mail users will also have noticed that VAT is now being applied to many more services. At the same time, Royal Mail has introduced new products, changed some terms and conditions, and offered more opportunities for discounts.

According to Mike Lordan, chief of operations for the Direct Marketing Association: “Royal Mail now has the freedom to change prices and terms and conditions without any statutory notice requirement. Commercial users now have little in the way of power to dispute any changes that affect their business. We hope that Royal Mail uses its new commercial freedom responsibly by consulting and listening to its customers before it implements any changes. Otherwise, granting Royal Mail the ability to raise its prices without consultation will drive more and more businesses away from mail to cheaper alternatives, which is concerning as mail volumes are already declining year on year.”

Royal Mail now has the freedom to change prices and terms and conditions without any statutory notice requirement. Commercial users now have little in the way of power to dispute any changes that affect their business.

Mike LordanChief of OperationsDirect Marketing Association

Memo22 / 19

Royal Mail options and discounts

Royal Mail’s prices can be mitigated. If businesses combine proactive administration, effective planning and sensible design, they can qualify their mailings as zero-rated for VAT rather than standard-rated, a 20% saving. Non-VAT organisations and charities will appreciate this.

Of course, obtaining this saving calls for some box-ticking under the so-called ‘Package Test’, as well as co-operation from other partners in the supply chain. Even so, the savings can make it worthwhile. In its simplest terms, the Package Test states that if the majority of items in a mailing (by number or value) are zero-rated, the entire pack is zero-rated.

To nail-down the eligibility of a mailing for zero-rating, it is best to have a ‘single source’ supply route that includes the print and design of a mailing as well as its distribution. Essential? No – but it helps to keep things simple.

Competition and the future

A number of ‘new kids on the block’ have emerged over the years. Although many of them focus on parcel delivery or bulk mailing, some have recently branched-out into doorstep mail (see below). These are early days for such services and we would wait until they are proven before using them: not every ‘newbie’ makes it to the finishing line.

Although Royal Mail hasn’t had the market to itself since 2006, it still handled the ‘last mile’ doorstep delivery … until TNT Post started to pilot an end-to-end (E2E) service in West London in April. Not surprisingly, Royal Mail feels that if such ‘cherry picking’ isn’t controlled it could threaten the Universal Service Obligation, which assures the general public of a daily doorstep delivery service – and, says Royal Mail, requires an infrastructure costing around £6.7 billion a year.

Until all these issues settle down, we recommend that our clients take the long view. Early adopters run higher risks, and until the new mailing environment settles down we suggest you stick with what you know and make incremental changes. If you have an experienced partner and provider, such as Ciconi, leverage that expertise: jointly evaluate the performance of each competitor, read the small print, run some tests, and take a decision.

It’s hard to sit and watch when everything is changing, but this is Ciconi’s counsel for the time being. For our own clients, we are always ready to offer informal advice, and are constantly monitoring the changing position. Already, we are finding new ways to leverage this year’s competitive market and uncovering some attractive deals. Even the most dedicated Royal Mail user may now find that the new market is more ‘open for business’ than ever before.

20 / Memo22

CompetitionPut your predicting skills to the test and enter our Euro 2012 competition.

We know some of you would not normally enter a football-based competition, but when you look at the prize we have on offer, you’re going to want to have a go!

It’s simple to enter and you have as much chance of winning as the next person. All you have to do is visit the Memo 22 web page and select the two teams that you think will reach the Euro 2012 final.

All the people who guess correctly will have their names put into a hat and first out will win a fabulous DAB digital radio. Please submit your prediction by Thursday 7th June at

www.memo22.memomag.co.uk

Try your luck on our new game ‘Wheel of Misfortune’ – you can play it on the Memo 22 web page.

Memo22 / 21

Customer Services

Pawan SheemarCustomer Services Manager01487825094•pawan@ciconi.co.uk

Neil IsonCustomer Services Account Manager01487825095•neil@ciconi.co.uk

Paul HumphreysCustomer Services Account Manager01487825082•paul@ciconi.co.uk

Joanne DarlowCustomer Services Administrator01487825085•joanne@ciconi.co.uk

there is no accounting for taste.But for accounting that really suits your business, call us.

In addition to our first-class audit and accounting, we also provide expert tax advice, corporate finance and a host of other services.

PKF (UK) LLP, Farringdon Place, 20 Farringdon Road, London EC1M 3AP Tel: 020 7065 0000 | Fax: 020 7065 0650PKF (UK) LLP is a limited liability partnership registered in England and Wales with registered number OC310487. A list of members’ names is open to inspection at Farringdon Place, 20 Farringdon Road, London EC1M 3AP, the principal place of business and registered office. PKF (UK) LLP is authorised and regulated by the Financial Services Authority for investment business activities. PKF (UK) LLP is a member firm of the PKF International Limited network of legally independent firms and does not accept any responsibility or liability for the actions or inactions on the part of any other individual member firm or firms.

Team NewsCongratulations to Neil (from our Customer Services team) and wife Grace on the safe and rather swift arrival of daughter Evie Mae on 5th May, a little sister for Erin. Ciconi would like to wish you all the best and not too many sleepless nights!

Customer Satisfaction SurveyThe results of our 2011 customer survey are now available. You can read the digital version of the report by visiting the Memo 22 web page at www.memo22.memomag.co.uk

Memo22 / 23

Do you want to optimise your marketing and penetrate new markets? With Ciconi’s services you will do just that. Since 1989 we have helped many organisations to plan, execute and fulfil highly effective and affordable campaigns.

We can help with design, data preparation, call centre database support, printing, e-shots, personalised web pages, stock & order management, envelope filling & poly enclosing, and UK & international distribution.

We know that our ideas, services and solutions can make a difference. We’d like to prove it to you.

Ciconi Ltd, Airfield Industrial Estate, Warboys, Huntingdon PE28 2SHISO 9001:2008, ISO 1400:2004 and ISO 27001:2005 certified

To find out more, visit us at:

www.memo22.memomag.co.uk

or for more information contact:

Tracey-Anne HancoxTel: 01487 825083Email: tracey-anne@ciconi.co.uk