I designed, implemented and managed the Change & Internal Communications Framework and routines for Coles Insurance.
Business problem
Ensure all employees within Coles Insurance are kept up to date with business as usual changes and activities
Improve staff engagement with non-job-ready policies and procedural information
What I did
Prepared a baseline of current performance metrics on staff attitudes towards internal communications as well as measured pageviews/interactions of Intranet portal
Designed refreshed content guidelines for Intranet as well as email and print communication templates and branded identities
Redeveloped Intranet Information Architecture (IA)
Launched and managed internal communications routines for all staff, including frontline and management
Outcomes
A direct and measurable improvement of $548k through effective communication resulting in reduction in re-training, process rework and reduced customer complaints
293% increase in engagement and credibility of Intranet content
Researched, documented and published over 175 procedural and work instruction pages