Getting the communication right

Hania Seddon

Head of Internal Communications, NSPCC

Contents

• What’s the NSPCC all about? • New challenge• Our internal communications approach• Two-way communication• Using the right channels• Challenges• Questions

What’s the NSPCC all about?

• Established in 1884   • 2,200 colleagues (approx)• 2,000 volunteers (approx)• Our vision: To end cruelty to children• Building awareness • Central to this - keeping colleagues informed

New challenge

• Bold new strategy in October 2009

But…• Period of change and uncertainty for colleagues

Our internal communications approach• Diverse audiences• Right information, right people, right time• Keep informed

“If you don’t give people information, they’ll make up something to fill the void” (Carla O’Dell, US management guru)

• Language• Link back to children – why we’re here

Two-way communication• Colleagues are listened to and views are valued• Opportunities to feed in• Understand reasoning behind decisions

“The single biggest problem in communication is the illusion that it’s taken place” (George Bernard-Shaw, playwright)

Using the right channels• Face to face• Online discussion groups• Intranet• Targeted emails• Magazines – for

colleagues and volunteers• Effective key worker

system

Challenges• Morale• Managers as messengers • Digital technology • A changing organisational culture • Listening• Continuing to learn

Questions?