Pinsent Masons is an international professional services business on a journey of growth and change. Keeping colleagues informed and involved is always a challenge, and the Head of IC was keen to understand how well the current channel mix was working for its 3,800 global colleagues. As a matrixed organisation, routes for line manager communication and opportunities for two-way conversation can be complex, and this was another key area of focus.

• To ensure that we heard a broad range of views and experiences, we conducted a series of focus groups with colleagues around the globe and in a variety of business operations and client facing roles, both with those in managerial roles and team members, and supported these findings further with a quantitative survey that was available to all colleagues

• Research was piloted in the UK, and then rolled out to global audiences to enable geographic comparisons. The research was able to identify communication successes, pinpoint barriers to effective communication, and offer key insights for specific audiences

• Recommendations were made around areas for focus, providing the Head of IC and his team with valuable insight to inform their strategy moving forwards.

“HarknessKennett have supported us on a number of occasions and feel very much like an extension of our team! They listen to what we want, offer advice, and we know we can rely on them to deliver valuable work on time and on budget.”

Stuart Carey, Head of Internal Communication, Pinsent Masons

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