Developing a Communications Strategy within a medium-sized Lloyds insurer

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Client Business Issue
This insurer was completing an IT implementation which had far-reaching consequences on the organisation; however, a communication plan had not been considered as part of the project. Following a mid-term project review, it was apparent to the client that the internal 'rumour mill' was fostering expectations that were unrealistic and not achievable.

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Value Received by the Client
Consistent and clear communication can be the difference between successful change and change failure. We commenced a communications strategy review which outlined that communication within the firm was not frequent enough, and was not being properly understood and disseminated throughout the organisation. In addition to establishing a communications plan for the IT implementation project, a more effective communications strategy was agreed using a number of mediums (including email, website, electronic memos) which outlined the expected project deliverables, together with building constructive a "business as usual" message. Two-way communication channels were established which enabled those at the coal face to present business improvements to senior management and thus improve the overall running of the organisation.