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Internal Communications

Caroline Lagden, Senior Manager, Group Internal Communications at Lloyds Banking group, takes us on a journey of placing measurement at the heart of internal communications – In search of the holy grail of MI.

With 30 million customers across the UK and 25,000 customer facing colleagues, Lloyds aims to “Inform, engage and inspire our people through our communications, to support the delivery of our business needs and strategy”.

When it comes to internal communications, Lloyds use proactive measurements to inform their approach to content planning. Caroline explains how they use a creative approach to achieve eye catching content with unique titles. Lloyds aim to move away from corporate news and towards emotive topics with human tones.

Caroline discusses how monthly dashboards are used to track how well content is performing, and how this will affect future content planning. Caroline found that videos were a top performer, at either 3 or 18 minutes long.

Using the test and learn method, Caroline wants to create a sentiment tracker for internal communications. Lloyds are still searching for their ‘holy grail’ MI, however in this case study Caroline shares the answers they have found along the way.

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