Implementation Management

After a discovery phase is complete, the client engagement strategy takes shape. What we’re going to implement (platforms, content, communications plans, etc.) and the top level schedule are documented for both the engagement team and the client. 

 
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Environment Build

In this phase we build out the strategy developed in the design phase. Implementation of the developed strategies often requires tweaks to or overhauls of existing infrastructure. Carpool will either do this ourselves or work with a trusted partner who has the required expertise. As part of the build phase we establish engagement patterns, test information flow channels, and ensure analytics are tracked correctly. We also identify, inform, and educate key players by providing support, coaching, and training. 

Our experience is cross-platform. We'll use what tools you have, or can recommend an infrastructure that meets your needs.

 
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Ecosystem Management and Support

Once the communications environment has been built it’s then time to create a healthy and productive ecosystem. Ecosystem management consists of technology, content, and community support. That support manifests itself through activities such as narrative check-ins, taxonomy management, KPI tracking, client status updates, research refreshes, and more. In addition, management also means looking out for nuggets, or actionable insights that can be applied to future learning.

 
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People Coaching

Much like a personal trainer or dietitian, we serve as both trusted guide and inspiration for your team to work in a more modern way. We’ll start by helping you paint a picture of what your new world of work looks like, then we help you make it real. We ride along with your team, using data to encourage and prompt the right behaviors until habits are established, value is realized, and team members are excited about the change.

 
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BI Data Analysis

Storytelling is at the heart of what we do at Carpool. We're always looking for how to tell a story about the impact of a new way of working and communicating. One way in which the build a narrative is through the human experiences, told in blogs and video, for a personal connection. Another critical part of those stories is data. We will look for any way we can gather intelligence on the activity in your channels and collaborative spaces, uncovering the insights that will show your impact on the business. 

SCENARIOS

Providing Clarity Through a Reorganization

One communications team is now relying on Carpool to bring their SharePoint infrastructure into a stable state, while gradually adopting the latest modern communication features available in Office 365 (e.g. Communication sites, Microsoft Teams, and Groups) in a way that minimizes business disruption during a significant restructuring of the organization. Our multi-phased approach will simplify permissions management, increase the efficiency of spinning up new web sites, and embrace more video-based content.

 

Data-Driven Communications

The communications team for a global brand contracted with Carpool for long term oversight of their ecosystem. The team had invested in new platforms and now needed to show real impact, as they were situated in a highly data-driven culture. As a standard part of our projects, we are typically thinking about demonstrating impact long before the first web site or social post is live. In this case, we had put in place regular research interview rhythms and a single Power BI dashboard that tracked email, web, and social channels in one centralized view. All this data helped us see and adjust to trouble spots in our flow, our content, and our influencers. For this client, the platforms were fine, but the message wasn’t sufficiently engaging. We defined a new content strategy that aligned with both their audience needs and business priorities. See our blog series on data-driven communications for more on the thinking behind this important foundation of our work.

 

Coaching Instead of Training

Sometimes, our implementation looks less like building technology, and more like building people. A consultancy engaged us not to train their people on social tools--they were already active and proficient--but to coach their teams on using those tools for greater business impact. While a core set of practitioners were comfortable sharing their actual work in internal forums, most were only sharing industry news and friendly kudos. We embarked on a series of coaching sessions with work teams, showing them how to use their tools just a little differently in order to meet the company's goal of "working out loud" without decreasing their delivery efficiency.

 

NOTE: Each of these scenarios are from actual clients, but due to the sensitive nature of the information we can't use actual information. For examples of actual work please take a look at the stories below. 

 

STORIES

Culture-infused Communications

Connecting with the Channel

Giving Leadership a Voice

 

People