Your challenge
How should you be managing your communications?
When communications grow across products, channels and teams, it can become difficult to see what is in use, who owns it and whether it still serves its purpose. What would a coherent, well-managed approach look like?
What could improve
Clear communications. Better protected customers and business.
Poor-quality or out-of-date communications can cause customer dissatisfaction, damage trust and reputation, and expose the business to legal action or regulatory censure. Clear ownership and effective controls help keep communications accurate, relevant and understandable, while making changes easier to deliver.
The connection to make
- 01The communications estate
- 02Ownership & governance
- 03A sustainable capability
How we could help
Working through the question
- 01Understand the communications estate and the customer needs, business objectives and obligations it must support.
- 02Review ownership, governance, approval, maintenance and delivery across channels. Identify gaps in accuracy, clarity, version control and the evidence that communications remain fit for purpose.
- 03Define the future approach and a sequenced route to it, including any immediate action needed while longer-term changes develop.
How this connects to our work
Planning for today’s estate and tomorrow’s capability
A substantial communications estate was reviewed, preparing records for the new platform while retaining other records separately.
Read the assignment →Connecting technology choices to the lasting requirement
Selection followed by implementation shows the importance of considering the route into use alongside the technology decision.
Read the assignment →Would it help to talk it through?
Tell us where you are, what feels unclear and what you would like to achieve.