We use the strategic lens of communications to approach opportunities and solve problems. Our unique solutions aggregate the creative process of an advertising agency, the strategic vision of a consulting firm, and the social principles of a digital community. Everything we do is designed to evolve the way people engage with content, technology, and each other.

Services

  • Discovery and Analysis
  • Environment Design
  • Infrastructure Architecture and Construction
  • Communication Management Strategies
  • Engagement Best Practices
  • Ecosystems Support 

Current State Analysis

When we perform a current state analysis we look at what our client wants to achieved? What is in their way? What does success look like? And what is the consumer asking for?  

  1. Business opportunities

  2. Paint points and obstacles 

  3. Stakeholder expectations

  4. Audience needs and wants

 

Flow of Information

Understanding the flow of information requires researching what content lives where, what channels it moves through, and which people are creating and consuming.

Once we know how information flows we can determine what channels are working and invest in making them better or use the knowledge to replicate the success somewhere else.

We can also determine what channels are less impactful and fix, replace, or shut them down.

 

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.

STRUCTURE AND PREDICTABILITY

We approach each project with a logical four step process: learn, design, build, and manage. This proven approach allows us to manage each project with structure and predictability. It provides a strong foundation on which we can make trusted assumptions, but pivot and adapt when the situation dictates.

Using this process we can help our clients save time and money, create stronger connections between teams, empower leaders and employees, and enable more engaging customer experiences.

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GETTING TO KNOW YOU

We set up the engagement by assessing the current state through an analysis of the business objectives, understanding the pain points, and establishing stakeholder expectations.

Learning your business allows us to move more effectively and efficiently and help you evolve the way you communicate.

 

ENVIRONMENT DESIGN

We are looking for insights. Insights are nuggets of goodness that are hidden in interviews, wedged between data points, and found in discovery. They are often invisible to the people closest to them. Our job is to identify and define those nuggets.

Insights require validation. We do this by mapping each insight to the predetermined business objectives, pain points, and stakeholder expectations.

Once we have the opportunities outlined and justified, we develop a high-level strategy and roll out plan for each. The strategies are created in concert with you to ensure the business objectives are being addressed and the ROI for each is maximized.

 

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.

 

ECOSYSTEM MANAGEMENT

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 measuring, client status updates, and more.

In addition, management also means looking out for nuggets, or actionable insights that can be applied to future learning.

The foundation on which we work is based on key guiding principles, proven methodologies, and a rich understanding of communication tools and services. Following is a collection of several of the principles that drive our strategies.


Flow of Information

Information is better when it's moving. How information flows through an organization is at the foundation of everything we do at Carpool. We break this flow into three main areas: informal conversation, getting work done, and formal consumption. They are all linked and each plays a key role in the way we interact with content, technology, and each other.

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In search of Actionable insights 

Sources of discovery. We triangulate data from multiple sources to arrive at holistic insights. Each of these sources provide a unique perspective, increasing the chances of uncovering insight and deepening the context.

Stakeholders open up years of experience and share ideas that may otherwise remain suppressed. Interviews and surveys are a litmus test to current engagement and insights into how they wish to communicate. An review of the data of the tools and services usage tell an honest story about usage. And reviewing the practices of those on the outside can add a breath of fresh air.

 

Map & Simplify

The chord chart looks at the flow of information through an organization based on informal, work and formal channels. We identify the channels of communication used and then ask the people using them how effective information flow is and the importance of the content being shared. Each person interviewed or surveyed uses a scaled results key which allows us to assigned a color and weight. This analysis allows us to identify what’s working and what’s not.

Chord charts are typically created pre strategy development and during the management phase.

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Influence Wave Approach

The Influence Wave Approach starts with a small, controlled, audience made up of influencers, connectors, and people willing to work with them. The people and teams in the successive waves are determined by interest, capacity, and data. We watch tool usage for “hot spots” of action. Who is saying what, what is their propensity to engage, who are they connected to? We progress each wave by increasing engagement and starting a new wave were the last one left off.

 

DEVELOPING A NARRATIVE

Evolved communications is more than a one-off email to a distribution list, it’s the development of a narrative that creates conversation. It is a logical and strategic collection of interpersonal experiences woven together with purpose and direction. A narrative is a story resonates and we help map and manage its path through the communications ecosystem.

 

INFLUENCERS & CONNECTORS

Tell a great story and then let it spread. There are two types of people we look to identify: influencers and connectors. Identifying those who influence and connect allow us to move faster and have more impact.

Influencers can be subject matter experts, leaders, and/or innovators. They initiate, feed, and encourage the conversation others are having. Connectors are important to the ecosystem because they move information through connection they have with other of people, enriching the organization as a whole.