Home 2018-12-12T14:05:09+00:00

NEW & INTERESTING

Winner winner chicken dinner!

Another award in the bag for Logical Truth. We won an IABC International Gold Quill Excellence award for our TUHF Brand Internalisation campaign.

…and another. News just in, we also bagged the Best of the Best award at the award ceremony held in Washington. Here’s to great clients who make this kind of work possible.

Click here to view the case study

And another…

We won the CEB Gartner Small Change Big Impact Award for our DStv #ninetynine campaign

Click here to view the case study

OOOPS we did it again

DStv brought home the CXA Customer-centric Culture Award for #ninetynine.

Logical Truth Hacks

Check out our hacks for more effective internal marketing

Fresh Thinking

Check out our latest article: Begging for change

Click here to view the article

ABOUT US

‘Every organisation that I know of is in the business of changing somebody’s behaviour. A for-profit company will try to convince consumers who currently purchase their competitor’s products to switch to theirs. A government might want to convince citizens to pay their taxes on time or to renew their driver’s licences online where it can be done more cost effectively and quickly. A public welfare organisation might want to encourage eligible families to sign up and receive aid or tuition support for their children’s education. In fact, I do not know of any organisation that is not in the business of changing behaviour.’

Excerpt taken from The Last Mile, by Dilip Soman

Logical Truth is in the business of changing employee behaviour to ensure it aligns with the brand, values and strategy of the organisation.

We’re a multidisciplinary team of specialists who deliver an integrated solution to employee engagement and internal marketing.

We have over 16 years of expertise in this specialist discipline. We don’t use any off-the-shelf solutions. Everything is custom made to the objectives, culture and needs of your business.

WHAT WE DO

We offer solutions in:

A brand promise is just that – a promise, until it is understood and endorsed by employees and translated into a set of entrenched organisational behaviours.

We work hand-in-hand with businesses to define the organisational practices and ensure an effectively branded business, from the inside out.

By identifying brand behaviours and ‘hard wiring’ them into organisational processes and practices, we can ensure that the brand promise you’re making is fulfilled both internally and at the business-client interface.

“A brand is defined by the customer’s experience. The experience is delivered by employees”. – Shep Hyken

Of the 100 organisations that made the UK’s 2014 Best Workplaces list, 97% of Best Workplaces say they have values statements. They put their values at the heart of everything they do and they attribute their business success to them.

Values are the philosophies or principles that guide how an organisation conducts itself and the nature of the relationship it has with employees, clients, partners and shareholders.

Values guide companies in decision-making, differentiate businesses in the market, provide a basis for achieving cultural change, offer a measurement of success for both the company and the employees who work within it, they form a moral compass and help create organisational unity.

In short, they are critical to the sustainable success of a business.

Values cannot be created; they can only be identified. Chat to us about our unique process to identify your organisation’s values and unpack them into objective, measurable and manageable behaviours.

In a product parity world where technology, distribution and pricing can be quickly equalled, or bettered, service remains the single most compelling differentiator – it’s the answer to the question ‘why you?’.

We have extensive experience across a wide variety of industries in partnering with organisations to identify their key service differentiators and ensure organisational alignment through effective employee engagement.

What is an EVP? The answer is simple – if you and your competitors were to offer the same job, at the same salary to the same group of people, what would make them pick you?

 

An Employee Value Proposition is a summary of the value you offer to employees that encompasses:

Work: What I do and how I’m encouraged to do it

Career: Where I’m going and how I’m being helped to get there

Compensation: My salary, incentives, rewards

Benefits: The ‘other’ stuff I get – recognition, perks, wellness

Affiliation: How I feel about the organisation I work with – culture, ethics, values, trust

 

In the ongoing ‘war for talent’, we work with you to put a very sharp arrow in your quiver by defining a clear, compelling EVP that retains the talent you have and can be translated into an Employer Brand that attracts the best talent in the market.

Newsletters, social media, internal broadcasts, intranet, posters, mobiles, decals, hand-outs, desk-drops, team meetings, roadshows, training, conferences, SMS, podcasts, blogs, office grapevine, email, email and more email.

The ways in which you communicate with employees is both complex and complicated and the variety of options limited only by budget, time and technology. So how do you know what media is effective, which of your messages are getting through, what the most cost effective options are and how your employees prefer to receive information? Without answering these questions, both information and budget are being used ineffectively.

Through data driven research we’ll provide insight into your current communication landscape and identify the optimal media mix for you – one that gets the right information, into the right hands, at the right time.

We’re also able to fully develop and deploy any communication requirements you may have – from newsletters to intranet sites.

Bridging the gap between what is happening and what is possible, is what change management is all about.

Unfortunately, according to a study by Towers Watson, only 25% of change management initiatives are successful over the long term.

This is often due to poor communication support and a failure to create understanding of why the change is needed, what it will entail, the process of change and the upside of changing.

Given the fact that change is the only constant, particularly in the corporate environment, it is critical to support change management initiatives with a thorough, robust and well-planned communication programme.

We work with HR, change management and OD teams to develop change management communication to provide the direction and support necessary for successful implementation.

Everything from new product launches and employee health and wellness to anti-fraud campaigns and innovation challenges.

We apply the principles and methodologies of advertising to ensure clutter busting, emotionally compelling and fresh communication that will create impact.

Our team of designers, writers, illustrators, animators, event managers, photographers and production coordinators will translate your brief into an integrated campaign that always delivers on your objectives.

Sometimes classroom based learning is the best solution for ensuring employees have the skills, tools and information they need to excel.

But often it’s not.

We offer both non-traditional learning solutions that cater to different learning needs of employees, as well as training support to augment traditional training and drive better involvement, retention and ongoing skills sustainability.

Recognition for the hard yards we put in is a fundamental driver of employee engagement, in fact it’s a fundamental human need – we want to be acknowledged for the contribution we make. Being recognised for the right behaviours in the right way ensures we continue to excel and ‘deliver the goods’.

But not all recognition programmes are created equal. Poorly executed recognition programmes can become admin intensive, expensive and create despondent employees.

Our recognition framework draws on global best practice thinking and packages it in a way that is exciting, easy to implement and drives both values based and strategically aligned behaviour.

OUR ECOSYSTEM

Our team consists of an ecosystem of specialists, each with more than 10 years of experience in their field.

By working as a collaborative team we can ensure specialist expertise without the burden of massive overheads – which are inevitably passed onto the client. This means we can take on projects of varying scale from small bespoke campaigns to international multi-year projects.

Genesis

The Applied Behavioural Economics team from Genesis Analytics specialises in understanding why people behave in the way they do and uses a set of tools to influence their decision-making and behaviour.

Media Rocket

Media Rocket is renowned for marrying digital design and development with business intelligence and digital strategy –  delivering bespoke digital solutions that generate real returns.

The New Black

An independent branding and communication firm founded in 2004; a team of problem solvers who are passionate about business and design.

Renato Sabbioni

Renato Sabbioni Graphic Design specialises in contemporary design, art direction and corporate identity development.

Yellowwood

Yellowwood is an independent marketing strategy consultancy. We assist businesses in discovering solutions and developing insights into marketing’s most pressing issues through brand strategy, research insights and data analytics.

CASE STUDIES

INTERESTING STUFF

Fair Change

Change management comms like you’ve never done it before.

McKinsey estimates that 70% of change programmes fail to achieve their goals, in large part due to employee resistance. It may be our inherent resistance to change or it may be change fatigue borne out of the frustration of constant flux experienced in organisations that are in an ever-shifting state of alteration. Whatever the reasons, it hardly matters because change, like tax and tele salespeople, can’t be avoided.

We need only look at the Kodaks or ToysRUs to understand the imperative for change. Given its inevitability and the opportunity that change brings with it, we should be rooting for it to succeed and for that to happen, our change communication needs to do more than overcome resistance. It needs to create a group of enthusiastic advocates who are clear on the strategy and able to execute it with a level of clarity and competence. To achieve that, here are the smash hits of change management best practices:

Be a boy scout. Go in prepared with a communication plan. Work with senior leaders to agree on a communication plan. Without a plan, it becomes too easy to let communication slide and when that happens, the rot sets in – rumours circulate, impetus is lost, understanding gets blurry and attention wavers.

Practice radical honesty. Don’t try and soft soap a change management initiative. Tell it like it is. Eventually your employees will find out that your ‘exciting change programme that will revitalise the way you do business’ is in fact just another disruptive restructure in sheep’s clothing. Out with it. Be clear and transparent up front. Similarly, if you’re asked a question, even, or especially, an unpalatable one, don’t duck and dive, answer it as honestly and transparently as possible. People would rather hear an ugly truth than a pretty lie.

Email is not your friend. It makes you look lazy at best and weak at worst. Meet with people face to face – especially if the news is not good, if you need to do some serious convincing, or if the change you’re embarking on is complex and needs clarifying or unpacking. In fact, for any one of a thousand reasons, email is just about the poorest communication choice you can make.

Get out of your office. Yes, it’s nice in there but you need to be accessible to people to answer questions and clarify understanding. Make time to regularly discuss the change management initiative, field questions, take the hits, deal with the issues and handle any objections. Being able to deal with any resistance allows change initiatives to move on; ignoring them creates impasses that are hard to recover from.

SPUGS. Be gone with your BHAGS (big hairy audacious goals) and roll out the red carpet for your small puny underwhelming goals. The problem with BHAGS is they’re almost impossible to achieve and while working on them, you feel like you’re going nowhere. Break your project into lots and lots of small milestones and celebrate achieving each one so that there is a sense of achievement and progress.

Let go Joe. If you treat it like your project, it will be. If you own the communication and treat both the channels and content as something you control, then you’ll be solely responsible for driving the project. By decentralising communications and using channels that give everyone a voice, you’ll create a greater sense of ownership in the group and give the project a much higher chance of success. Create platforms that give people a voice – to speak to leadership, to each other and to the rest of the organisation. Communication structured in this way has many benefits – it’s more authentic, more honest and more transparent and because of this, better at connecting with a broader audience.

Engage often and then some more.  There’s a laughable belief that if you write an email with a reasonable rationale for the change and hit send, it’ll be read by everyone, understood and voila, there will be no resistance. If you believe this, or anything close to this, then you’re tripping. You need to communicate often and regularly – even if you don’t have all the answers. Rather say ‘we don’t have all the details yet but what we do know is…’ and come back to them when you do have more information. Only regular, consistent and honest communication will be effective in overcoming resistance.

Know your audience. A spray and pray communication approach will result in your audience turning off and tuning out and if they do that, you’ll be unable to connect with them and an audience you can’t find, is an audience you can’t convince. Tailor your communication to your different audiences by considering who your different target groups are – what do you want each different group to think, feel and do, what language will connect with them and how will you reach them? Then ask what does it mean for each audience, what’s in it and most importantly, what do you want them to do (call to action)?

One man’s village green is another man’s poison. Different audiences need to hear different messages and want to hear them via different channels. You need to segment your audience to ensure a right audience, right message, right channel mix. Remember when developing your channel strategy that face-to-face, followed by video, are the preferred channels so include:

  • Workshops
  • One-on-one meetings
  • Focus groups
  • Team meetings
  • Audio visuals
  • Video conferences
  • Hack-a-thons or problem-solving groups

It’s a bloody boring cliché but if change is truly the only constant, we need to ensure we’re effectively equipped to communicate our way through it successfully, or find ourselves on the midden of brand relics alongside those that have eschewed change for the comfort of the familiar.

Need help to create change in your organisation?

CONTACT US

Why Reward & Recognition programmes just aren’t that rewarding

So, here’s a scenario, tell me if any of it sounds familiar (names have been changed to protect the guilty).

Clyde sees Craig providing really great customer service (obviously this scenario isn’t happening in a bank). It’s not the first time Clyde has seen Craig do this. Bizarrely, it happens all the time. What can we say, Craig’s a helluva guy.

So, Clyde logs onto the intranet and nominates Craig for a Service Heroes award. Nice going Craig. If, and it’s quite a big if, Craig wins, he gets to go on an incentive trip to Mauritius. Over the next few months they gather a bunch of nominations and in October a panel sit together and review all of them. And they’re pretty much what you’d expect – a line-up of the best and brightest employees shooting the lights out, going the extra mile, providing service excellence and a host of other boring clichés (I’m not making this shit up, I’ve read these nominations).

In November, Craig bags the prize and off he goes. It’s blue skies, golden beaches, overpriced cocktails and failed recognition programmes all the way, and here’s the five reasons why.

  1. Programmes like this ‘skim the cream’ and reward the people already giving good service. They fail to shift the dial for the vast majority of people middling along – but that’s what you want. You want to bring everyone along on the ride. Basically, they get what they already got and they pay a lot for it.
  2. The people offering the worst service know they’ll never crack the nod and so it does nothing to elevate your service bottom feeders – the people who most need it.
  3. Too few people are rewarded which disincentivises the majority. Almost everyone goes ‘meh, what are the chances?’
  4. There’s a massive lag between behaviour and reward. Between the action and the incentive months can go by – months where even the best employees feel unrecognized for their efforts.
  5. It shifts the emphasis from recognition to reward and in doing this from abundance to scarcity.

If you want to drive better strategic alignment across a team or organisation, your reward and recognition programme is an excellent lever. Here are some strategic principles to consider that’ll ensure you get the most from it:

We use the 50/30/20 rule of recognition. 50% of your efforts should go towards peer-to-peer recognition. Allowing colleagues to acknowledge and recognise each other’s efforts plays a significant role in creating a culture of appreciation.

41% of companies that use peer-to-peer recognition have seen marked positive increases in customer satisfaction. (SHRM/Globoforce Employee Recognition Survey, 2012)

The same survey also showed that peer-to-peer recognition is 35.7% more likely to have a positive impact on financial results than manager-only recognition.

30% of your time, effort and budget should go towards manager-driven reward and recognition. And only 20% of your resources should be business driven.

In addition to that:

  • The recognition should occur as close to the performance of the actions as possible, so the recognition reinforces the behaviour you want to encourage.
  • Tiered reward and recognition programmes that include formal, informal, non-financial and financial rewards allow for flexibility and different reward options suitable to different situations.
  • Public reward and recognition increase the value of the reward. It’s just much better to score a hole-in-one when it’s in front of a crowd than when you’re on your own.
  • Recognition works – it’s not the financial reward but the feeling of being acknowledged that drives behaviour. Rather have fewer rewards (a lower reward value) and more rewarded people. Praise and commendation from managers was rated the top motivator for performance, beating out other noncash and financial incentives, by a majority of workers (67%) (McKinsey Motivating People, Getting Beyond Money, 2009)

If we boil things down to sticks and carrots and we acknowledge the truth that sticks don’t work (not to mention the grey legal area they leave us in), we’re left with carrots. We need to ensure that we use those carrots to effectively engage everyone in the organisation because sending Craig and a handful of his mates to Mauritius next year is going to leave the other 99% of the organisation, the 99% that we really need to engage, out in the cold with your customers for company.

Need help to create change in your organisation?

CONTACT US

Spare change: Do your values mean shit?

As George Bernard Shaw famously said of company values ‘fuck this shit’. Okay he didn’t actually say that but if he had to walk past a poster every day that said Honesty, Integrity, Teamwork or Innovation, I can pretty much guarantee he would have.

Values can act as the bedrock for an organisation offering clear direction on how the business behaves, but there are two important caveats that can’t be ignored.

The first is that if you want your values to be taken seriously, you need to take them seriously enough to choose values that are unique to you. Another set of generic McValues screams we couldn’t really give a shit and if you can’t, then don’t expect your employees to either.

The next is that heads must roll. I’ve seen employees at every level openly flout the values of an organisation and nothing happens. When that happens, your values become a joke not worth the wall space they take up. When you write your values, spend some time agreeing on the consequences of not towing the values line.

Values – first makes them mean something, then make them mean something.

Need help to create change in your organisation?

CONTACT US

A failing grade for a consumer grade

In the last few months I’ve seen ‘consumer grade’ creative getting a lot of attention. Consumer grade for those still in the dark, is creative execution in internal marketing or employee communication of a standard or quality that is equal to external advertising – in other words, consumer grade.

Firstly, the very idea that we need to define a term to agree that what we produce for employees should be of a standard equal to that which we create for our clients offends me. Didn’t we all agree somewhere back in the Mesolithic era that employees were our most important audience? I thought we did. And it’s for that reason and several others that consumer grade just doesn’t make the grade. The work we produce for employees has to be of a far better standard than we produce for our consumers for the following reasons:

  • Our employees are more important. They create the brand experience.
  • Exposure and therefore inoculation are higher. Your customer may see your billboard twice a day, maybe four times a day. Your employees may see a screensaver, poster (do we still use those??!?!) or pillar wrap 10 or 12 or 14 times a day. With that level of exposure, consumer grade isn’t enough.
  • Lastly, employees see you with your make-up off and your teeth unbrushed. They hear the rumours, go through the restructures, experience the retrenchments. They know the worst about your business and so we have to work harder to look better.

Consumer grade is fine for consumers. We need something better for employees, we need something more impressive, more meaningful, more attention grabbing – we need employee grade.

Need help to create change in your organisation?

CONTACT US

2018 Internal Marketing Trend Forecast

2018 Communication Trends (Long Version) as @ 23 January 2018

Need help to create change in your organisation?

DOWNLOAD PDF
CONTACT US
Load More Posts

CONTACT US

""
1
Nameyour full name
Subjectmessage subject
Commentsmore details
0 /
Previous
Next

“A brand is no longer what we tell the consumer it is – it is what consumers tell each other it is.”

Scott Cook