"The great thing about quotations is that they give you nodding acquaintance with the originator which is often socially impressive."
The great thing about quotations is that they give you nodding acquaintance with the originator which is often socially impressive.

Writing we have categorised as musings

Recent additions to one Upstairs’ family


They joined the team this spring with wisdom beyond their years….

Did you think GB wrote his own speeches?

As the story circulates the media that Gordon Brown paid $40,000 for West Wing Writers to ‘tailor’ speeches for a US target audience, what is the contraversy? Well, in times of supposed thrift, and given Mr Brown’s personal reputation for counting pennies, it’s a large sum of money. To the consultants who were on Clinton’s team, it’s a few days work, though, surely…

Reading the coverage, it smacks of two other ‘disgusted in Tunbridge Wells’ themes:

1. Unease that Gordon doesn’t write this stuff himself.

2. Shame that no-one in the UK could come up with the goods.

Number 1 is plain naieve. Go back to Churchill for that sort of style and talent. Number 2, I can agree with. As I spend my days thinking about how to target communication to audiences as diverse as medical reps on the road in Berkshire, junior members of governments ooh anywhere and bored middle management waiting for lifts in Central London, surely someone, somewhere (not in Washington, not for $40,000) could have been trusted to come up with the goods? Targetting communication is one skill, so is writing speeches for an individual that you understand, know, work with. The words are coming up out of one person’s mouth, they need to sound like his, have some truth about them, he needs to own them…

For those of us who believe the West Wing is real, that Martin Sheen was President and that Presidential speeches turn the mood of a nation, we would like to think that Toby and Josh would make Gordon a star on the Hill.

The truth is, that now the ‘news’ is out, some consultants that we’ve never heard of have developed some words that will forever be perceived as lacking authenticity, over-crafted, a waste of money…and not Gordon’s own.

Not entirely accurate, in fact, the words are already forgotten.

How would you communicate in the House of Commons?

As the stories mount, the heads roll, the power shifts and we don’t believe a thing *anyone* says, what a great (terrifying) internal communication plan to have to consider…. How to engage MPs.87096

Internal communication is vital but…

Organisations seem to be facing the same challenges at the same time in internal communication right now: is it best to talk about what you (top level management) have decided and know now – or wait – until concensus is reached on communication? Agremeent is being sought not just on what is said, but on how it’s said, when it’s said, how many times it’s said, who says it, what languages it’s said in..we could go on.

While this process escalates – and is repeated, probably – employees (not top level management) will have their own assumptions about what is happening, some will have already picked up on aspects of what is happening too. Theories about what is about to be done (to them, not with them or by them) will be discussed and engagement, productivity and time will inevitably be lost. Such delays – or perceived silences – often attack trust. And while internal communication is rightly at the top of the senior management agenda, this focus is not actually getting the job done.

Times have changed – the right people are discussing how to communicate and realising the importance of communication within the organisation. It’s just that in some cases, it’s not these people that are doing the communicating, they’re talking about doing it…

Upstairs moving

Sometimes

Sometimes things don’t go, after all,
from bad to worse. Some years, muscadel
faces down frost; green thrives; the crops don’t fail,
sometimes a man aims high, and all goes well.

A people will sometimes step back from war;
elect an honest man; decide they care
enough, that they can’t leave some stranger poor.
Some men become what they were born for.

Sometimes our best efforts do not go
amiss; sometimes we do as we were meant to.
The sun will sometimes melt a field of sorrow
that seemed hard frozen: may it happen for you.

Sheenagh Pugh, 1990

Is the phrase ‘employer brand’ necessary?

We are wondering here if ‘employer branding’, once the great conversation opener and preoccupation, especially of HR teams, is now really just (just!) making the existing corporate brand communicate to employees and prospective employees: providing communication tools and management examples of that brand in practice. Simple…

Looking at what often could feel like separate brand identities (separate projects) is too confusing for audiences, could detract from the corporate brand and (appears at least) too costly for clients. What’s interesting is that some agencies (and their clients) are talking employer brands and we are in fact waiting on one’s guidelines for a piece of work we are doing… We are looking forward to them. Perhaps it’s what we have been talking about anyway, just phrased differently?

The intranet high flyers

The Nielsen Norman 10 best intranets of 2008 voted British Airways’ intranet ‘Employee Self Service’ the only UK place in its recent listing. Citing cost savings and communcation improvements, it’s an interesting vote given recent PR and customer relationship calamaties for BA and the current difficult times in the aviation industry. A case of the external image being very far from what is going on internally, perhaps.

The Nielsen Norman 10 best intranets of 2007 voted the RSPB’s intranet the only intranet in the UK worthy of a global top ten ranking. The comment in the summary report that ‘beautiful bird photos illustrate top stories’ is in the context of discussions about an average intranet containing 6 million pages.

The RSPB’s success is a welcome reminder that sometimes something plain lovely says it all. And perhaps more usefully for those a bit content-heavy amongst us, that a picture does tell a 1000 words, or pages more.

No.1 in internal communication

We were asked by a client to speak at an internal communication workshop for 21 communications managers held in Hong Kong last week. With an eye on our carbon footprint – and our client’s 2 eyes on budget – we had the pleasure of presenting to the group via a fantastic video conferencing suite. Our enjoyment of the technology and attention to detail of the facility were marred only slightly by our attendance at 5.30am…

Our topic ‘New frontiers in internal communication’ was an interesting one… We looked at lots of internal communications tools that were growing in usefulness and prominence (the role of web 2.0 internally, wikis, podcasts, every picture telling a story, feedback, feedback and more feedback) and also talked about the key drivers in employee engagement. Take a look at the presentation which is packed full of budget-proof statistics that prove internal communication matters. And what large conclusions global surveys of communication professionals drew.

What were our conclusions?

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6 degrees of bringing home the bacon

I was talking to an old university friend about a potential new client last night and asking her opinion of what I could explain to her about them so far – what do they do? It’s an often repeated question.

She asked me how Upstairs had been introduced to them. I explained that the chain of recommendation had started with one client 8 years ago (2000, previous life) who had got in touch in the early days of Upstairs (2004) recommended us to his old colleague who had talked to us about one project that never happened in 2006 and then, she had remembered us last year (2007) and we are working for her and her team now (2008) and she talked about us to her old client who is now going to be working with us (to come) … I’m sure my friend wished she hadn’t asked.

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