May the forums be with you

21 Sep

You’ll have seen from my last blog Where forum art thou, we were looking to launch some forums on our intranet. Well, I’m pleased to say, they launched successfully last week.

And, boy what a week it’s been. In just over a week, we’ve had over 5000 posts, covering 277 topics across 12 separate forums – and, we’re fast approaching our 750th user. This has far exceeded my expectations and I’m over the moon.

Admittedly, a lot of the topics are ‘fun’ or ‘current affairs’ type topics – but, I see that as a great thing to get our people talking to each other across the hundreds of sites we’ve got across the UK. But, brilliantly, our people are also starting to talk about key ‘worky’ type topics such as our products, service, employee benefits, our culture and so on.

So, how are we going to make the most of forums?

Well, as far as internal comms is concerned, I’m seeing them as another channel for us to use. So, when launching a campaign, we can pull together an integrated set of channels to include email, intranet articles, blogs, twitter AND now forums. In fact, we’re seeing a brilliant use for it just this week.

We’re celebrating a year of using NPS (Net Promoter Score), which measures how our customers’ satisfaction levels based on how likely they are to recommend. We’re celebrating this internally to highlight the huge benefits and awareness this has brought to what our customers are actually saying about us – and, more importantly what actions we can take internally.

To celebrate and continue to raise awareness, we’ve launched a campaign that runs across the week – NPS week. During the week, we’ve a whole host of activities happening across many of the sites including competitions, poster campaigns, regular articles, voicemails and so on. But, what it also includes is the set up of a couple of forums to gather people’s feedback on how they feel about NPS, any ideas on how to improve our scores and so on.

This is a brilliant way of enabling our people to openly discuss and express their thoughts, hear from others, get things clarified and generally create a community of people all talking about our customers.

And, of course, it’s a great way of identifying how our people feel about our products, services and customer service. It’s a great way of looking at how we can create advocates within our workforce – a key priority for us in internal comms this year.

Anyway, it’s early days and I’m looking forward to blogging more about this soon.

I’d love to hear your thoughts on your use of forums internally – or anything internal comms for that matter.

Abi

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