Efficient impact: measurement of the Outputs – our e-newsletter, staff meetings, Facebook/intranet activity, in other words what we can easily measure; Out-takes – what our customers take away as a result of our communication activity; Outcomes – quantifiable changes in attitudes, behaviours or opinions . Boardroom credibility: Measurement will help bring our communication activity into the broader corporate decision making process. Continuous Improvement Return on Investment: our measurements will help us to assess the effectiveness of the resources we apply to the implementation of the strategy. Implementation and Evaluation – 17/18 Implementation Action Measure/target Evaluation
Evaluate other channels for engagement and make recommendations as appropriate. positive identification with BSO and its functions increases in 2018-19. Specific questions on positive identification to be developed for customer survey to be included in BSO pulse survey by March 2018. Review BSO branding to ensure consistency of communication across all areas Develop a strapline for BSO. Clients that positively identify with BSO increases in 2018-19 – Annual Customer Survey to baseline and subsequently measure. Strapline to be in place by December 2017. Specific questions on positive identification to be developed for customer survey by March 2018. Client survey – positive identification satisfaction increases by 5% Staff engagement increases in line with target of 5% Develop a dissemination policy on critical information – good & bad news. Staff should be the first to know about good news and our success and similarly not learn The Communication Co-Ordinator should work with Directorates to develop processes to disseminate BSO business information by December 2017. Customer and satisfaction ratings increase by 5% Behaviours and culture begins to change and is picked up through pulse surveys
about bad news through the media or ‘grapevine’. Include Communication as an item at every meeting to identify what is to be communicated and who is responsible. Specific questions developed for the staff survey on engagement and whether the staff voice is being heard by December 2017. Staff engagement increases by 5% Annual Customer Survey – increase of 5% in client satisfaction with our communication. Develop communication style and etiquette guidance for all media types and channels. Templates should be designed by the Communication Co-ordinator by March 2018. Guidance should be issued on the preferred font and format of communication by March 2018. Guidance should be issued on communication etiquette by March 2018. Our internal and external communication becomes more consistent. Each area of BSO will identify what success looks like and how to communicate success most effectively to all stakeholder groups. Additional information will help staff engage with the business and improve engagement. Behaviours and culture begins to change and is picked up through pulse surveys in 2018-19. A baseline measurement of our level of business should be taken by March 2018, and a target set. We would expect to meet the Staff engagement increases in line with target of 5% Level of business increases in line with target set.