period: November 2017 – May 2018
client: The Multigate Group
project: Internal Communications Program
The Multigate Group is a leading Australian medical products company with a head office in Sydney servicing a national network of hospitals with custom procedure packs and an innovative range of medical consumables.
The company was founded in 1986 by Australian entrepreneurs, Peter Chang and Ben Chen. With a strong focus on partnerships and pioneering development within the world of hospital care, the company has grown into one of Australia’s leading suppliers and manufacturers of procedural packs, employing 250 people.
The company still has a family business atmosphere, despite its size. In June 2017 the company conducted an Alignment and Engagement Survey with the workforce. The survey highlighted the need for stronger staff recognition and a more consistent approach to staff and team communication.
Our brief was to create an internal communications program that was able to address the unique culture of the company at the same time as allowing for the inclusion of all staff, including those without access to computers in their day-to-day operations, and accommodating multiple languages.
After assessing both the different working groups within the company and the available resources we created an internal communications strategy that provided a staged delivery of key company information over a number of platforms.
This strategy had to take into account the different levels of computer access across the company as well as a large body of the workforce for whom English is a second language. We also had to create communication delivery tactics based on specific platforms that the company uses internally and leverage personnel and equipment resources.
- Creation of a monthly content plan covering five key topic areas
- Creation of the first month of company stories
- Set up and uploading of articles onto the company’s internal Sharepoint news site
- Set up and uploading of articles into a monthly internal eDM
- Creation of Multigate TV to leverage their on-staff videographer/editor and deliver content easily to those without computer access and limited English
- Creation of a monthly content planning framework and procedures document
- Training the newly created role of Internal Communications Officer
- Ongoing support and advice
Following the initial provision of strategy and content the feedback from the staff has been very positive. They are engaged with the monthly eDM, which experienced a consistent open rate month on month.
The production and warehouse staff enjoy the monthly screening of Multigate TV and get excited to see themselves on screen. Further, the staff have been very supportive of the creation of the monthly episodes of Multigate TV, agreeing to on-screen interviews.
“The team delivered the strategy and content on time and, collaboratively with the marketing team, created multi-platform solutions, including the development of our own internal TV News channel,” said Mark Stewart. “Underground are continuing to work with our internal team to coach and shape the disciplines that will ensure a sustainable and ongoing communications program. We are delighted with the speed and effectiveness of the program and after launch it is already driving excellent feedback from Management and staff.” Mark Stewart, Head of Brand and Communications, Multigate.