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Converting the internal communication in change tool

Tarazaga has carried out in 2016 a strategic project for the study of the internal communication of a large services company, focused on a team of more than 200 people that constitutes the backbone of the direct relationship with the millions of users that are served by the company throughout the year.

The aim was to know the points of improvement in the current company policies, to define strategies and actions to be implemented in the internal communication, as a tool for change of the collective, for the fulfilment of corporate goals.

The research has incorporated in-depth personal interviews, an online survey with the participation of all the collective, investigation on the use of the intranet, as well as content analysis of internal communication.

The diagnosis has allowed knowing in detail the values that are experienced in that group, the characteristics and importance of the different types of communication, frequency and channels, messages approach, information purposes and the existing barriers to effective communication.

As a consequence, we have established a plan of action that takes into account the key criteria with regard to information management, corporate culture, content, channels (current and new), frequencies and treatment of messages to align itself with the needs of the collective, which is at the same time the basic frame of communication with the customer.

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