Monday, November 25, 2019
8:00 – 8:30 a.m. REGISTRATION AND CONTINENTAL BREAKFAST
8:30 – 8:45 a.m. WELCOME AND OPENING REMARKS FROM THE CHAIR
Priya Bates, ABC, MC, CMP, IABC Fellow, President, Inner Strength Communication Inc.
8:45 – 9:45 a.m. KEYNOTE: Integrating Ethics: Walking the Walk Makes it Easy to Talk the Talk
Reid Blackman, Ph.D. Founder and CEO of Virtue, an ethics consultancy
Compliance is about ensuring the dog doesn’t jump on the couch when you’re not looking. It’s ultimately about controlling behavior. Ethics, on the other hand, essentially involves mutual respect and understanding. It’s ultimately about treating people well so they can live up to their potential. In this keynote we explore a three step process for creating and communicating the ethical standards of an organization. We’ll talk about, with reference to a particular case study:
- How an organization should define its ethical values.
- How an organize should communicate its ethical values
- How an organization can integrate its ethical values into everyday operations.
Once these 3 goals are met, communicating the ethical constitution of your organization to your staff and other stakeholders will come naturally.
9:45 – 10:00 a.m. NETWORKING REFRESHMENT BREAK + TRADESHOW
10:00 – 11:00 a.m. How HR & Internal Comms Work Together To Drive Strategy And Culture
Jason Anthoine, Managing Founder, Audacity
Erika Migliaccio, Managing Founder, Upstream HR Strategie
Over the years, HR has only been transactional—not relational. How do we get over the transactional-focus hump to instead focus on building a real relationship with our workforce?
This is a symptom of a larger issue. HR as a function has been in “transformation” mode for 20+ years, unable to break through this cycle of always delivering the critical task at hand, and unable to provide the strategy leaders need to support larger business goals.
During this lively session, you’ll learn the best steps to transform through an HR and IC partnership. You’ll learn the tools to build your own table instead of waiting to get invited to that “other” one:
- Redefine your definition of “customer”—For HR and Comms, your customers are internal and they are called employees. Also, your customers have different needs and should be segmented. Take the time to study your customers, segment them, and then create a winning strategy for a “customer service approach.”
- Use both kinds of AI (artificial intelligence and actual intelligence) to achieve results. AI and digital platforms/systems help to increase efficiency and reach across all employee groups. They work best when they are supplemented with actual intelligence: getting up out of your chair and going and having real conversations with real employees all over the business;
- Set the right KPIs to prove your HR and comms ROI. Every organization is different with your own set of objectives. Learn how to measure your success.
- Get a sample leadership commsplan that demonstrates all of these components. We’ll share a free template to help you get started right away.
11:00 a.m. – 12:00 p.m. Engaging McDonald’s Canada internal audiences in a brand transformation
Fara Alimohamed, Senior Manager, Internal Communications, McDonald’s Restaurants of Canada Limited
The McDonald’s Canada business has never been stronger. From burgers to java, to the introduction of kiosks and McDelivery, our brand continues to stay relevant to Canadians and connect with them in many meaningful ways. Similarly, the brand has also evolved to meet the needs of its diverse internal audiences made up of 100,000 people from coast to coast, including Franchisees, Restaurant Managers, Corporate Staff and Crew.
Join Fara Alimohamed, Senior Manager of Internal Communications at McDonald’s Canada, as she explores real and tangible ways to engage internal audiences to be ambassadors for a brand.
This session will share real-life examples, strategies and learnings from successful initiatives and varied award-winning programs that demonstrates how McDonald’s Canada “Thinks Forward” to engage its diverse audiences.
You’ll learn how McDonald’s:
- Has been on a three-year journey since the launch of ‘Restaurant Experience of the Future’ in 2016 – a program focused on three core brand pillars: changing perceptions about our food, unlocking the potential of our people and delivering an unmatched guest experience – including what it took to bring it to life with 1,400 restaurant teams across the country.
- Rallies a diverse employee base of 100,000 to launch programs/products that build excitement and pride across internal audiences, creating ambassadors for the brand.
- Uses interactive learning experiences to make our plans real for our restaurants.
- Leverages gamification to motivate, educate and celebrate internal audiences.
In addition, you’ll learn more about the company’s focus on digital communications and how it’s become integral to connecting with employees meaningfully, when and where they engage most: online. Fara will share examples from the launch of ourlounge, an online platform customized for Crew, with content designed to inform, engage and inspire.
12:00 – 12:45 p.m. NETWORKING LUNCHEON + TRADESHOW
12:45 – 1:45 p.m. Live the Values: The Grassroots Effort to Lead the Discussion on Mental Health at Capital One
Vincent Kam, Program & Technology Process Management and 1 in 5 Committee on Mental Health Co-Lead,
Elysse Buchalter, Brand & Partner Management and 1 in 5 Committee on Mental Health Co-Lead &
Julia Mauer, Director Talent & Culture, Capital One Canada
Many organizations approach difficult topics such as mental health and mental illness with trepidation. In person sessions hosted by a professional instructor, computer based training, or email blasts are standard ways that organizations engage their employees with middling success. How do we dive deeper and have more meaningful conversations on these topics? How do we empower motivated individuals who have lived through these issues in silence to speak up, and conversely, how do we discourage or impede their efforts?
This is the story of how a group of passionate volunteers is leading the discussion on mental health and mental illness to strengthen the culture and live the values at Capital One. We will discuss our cultural ecosystem, the journey, and the successes and failures in opening and continuing the dialogue on this important, but fraught, topic.
1:45 – 2:45 p.m. Transform your front-line operations by improving your intranet
Blaine Kyllo, Senior Srategist, Content Strategy Inc.
How improving the intranet for a regional utility company has reduced call times for front-line staff and will save of hundreds of thousands of dollars each year.
Customer service representatives (CSRs) can make or break the experience for customers, which can have a direct impact on the success of a business. Improving the intranet that supports those front-line workers helps them to operate faster, more accurately, and with more confidence. It can also impact the bottom line.
In this case study, learn how a regional government utility company transformed an aging, cluttered information repository into a sleek, modern knowledge center, and how shaving seconds from phone calls will save the business hundreds of thousands of dollars each year.
2:45 – 3:00 p.m. REFRESHMENT BREAK + TRADESHOW
3:00 – 4:00 p.m. KEYNOTE: From Order-Taker to Oracle
Sonia Fiorenza, VP, Comms & Engagement Strategies, SocialChorus
Internal communications is in transition. With new technology, changes in the workplace, and higher expectations from employees, communicators are more than just content creators. They’re taking on the role of strategists and trusted advisors to leadership, because employee communications is at the core of all business initiatives. All this change means communications professionals must embrace an inevitable communications transformation, or risk becoming order-takers.
In this session, you’ll learn:
- How you can move your organization through communications transformation
- The areas you must focus on to transform your workforce communications and the skills required for a modern communications team
- Why transforming will elevate your career and make communications a driver of the business
4:00 – 5:30 p.m. COCKTAIL RECEPTION + TRADESHOW
5:30 p.m. CONFERENCE CONCLUDES FOR THE DAY