Episodes

  • ABOUT THE EPISODE

    Friendship Centres facilitate Indigenous people’s transitions from rural, remote and reserve life to Canada’s cities. They are the first point of contact to connect many people to culturally based socio-economic programs and services.

    During the pandemic, this was more urgent than ever, given the higher risk and impact of COVID-19 on Indigenous people. Learn how #TakeCareInCOVID, a Gold Quill Award-winning campaign, helped deliver authentic messaging during the pandemic’s most urgent moments and gave NAFC a seat at the table to make decisions beyond the campaign.

    Want to see the campaign in action? Take a look at this Facebook post from NAFC, featuring Anishinaabe comedian Ryan McMahon, as mentioned in the episode.

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    LINKS

    *Episode*

    https://www.iabc.com/| https://catalyst.iabc.com/ | https://wc.iabc.com/ |

    *Social Media*

    https://twitter.com/iabc| https://www.linkedin.com/company/iabc/| https://www.facebook.com/IABCWorld | https://www.youtube.com/user/IABClive| https://www.instagram.com/iabcgram/

    *IABC Websites*

    https://www.iabc.com/| https://catalyst.iabc.com/ | https://wc.iabc.com/

    --- Send in a voice message: https://anchor.fm/iabc/message
  • ABOUT THE EPISODE

    In this episode of PodCatalyst, IABC Executive Director Peter Finn sits down with IABC World Conference 2021 presenters Elizabeth Williams and Andrew Brown, co-founders of The Academy of Business Communications, for a deep-dive into the evolutions of leadership communications.

    Listen to this episode to learn about:

    Why the traditional town hall is broken, and what inspired this topic for their World Conference presentation Real-life success stories of organizations that are rethinking how to approach town halls Advice for communicators seeking buy-in to present new ways of leadership communications How to build alignment and trust among employees, especially in challenging times

    Like what you hear? Revisit “No More Town Hall Meetings and Other Evolutions in Leadership Communications” by purchasing World Conference recordings or the All-Access Pass.

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    LINKS

    *Episode*

    https://www.iabc.com/| https://catalyst.iabc.com/ | https://catalyst.iabc.com/Podcasts/Podcasts-Article/podcatalyst-episode-14-evolution-in-leadership-communications-no-more-town-halls | https://wc.iabc.com/ | https://wc.iabc.com/Registration/Purchase-Recordings| https://academyofbusinesscommunications.com/

    *Social Media*

    https://twitter.com/iabc| https://www.linkedin.com/company/iabc/| https://www.facebook.com/IABCWorld | https://www.youtube.com/user/IABClive| https://www.instagram.com/iabcsnaps/

    *IABC Websites*

    https://www.iabc.com/| https://catalyst.iabc.com/ | https://wc.iabc.com/

    --- Send in a voice message: https://anchor.fm/iabc/message
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  • ABOUT THE EPISODE

    In this episode of PodCatalyst, IABC Executive Director Peter Finn sat down with IABC International Executive Board (IEB) Chair Danielle Bond to discuss Stronger Together, IABC’s new strategic plan, comprising six pillars that will drive the association forward over the next four years.

    Listen to this episode to learn about:

    How this plan will lay a foundation to build a stronger network of communication professionals, driven by a shared passion of using communication to make businesses more successful The role digital transformation and data will play in the future of IABC and members’ experience The exciting opportunity communication professionals have to weigh in on important, macro changes impacting the world, like climate crisis, sustainable business practices and more How IABC members can get involved and help shape the future of the organization

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    LINKS

    *Episode*

    https://www.iabc.com/| https://catalyst.iabc.com/

    *Social Media*

    https://twitter.com/iabc| https://www.linkedin.com/company/iabc/| https://www.facebook.com/IABCWorld | https://www.youtube.com/user/IABClive| https://www.instagram.com/iabcsnaps/

    *IABC Websites*

    https://www.iabc.com/| https://catalyst.iabc.com/ | https://wc.iabc.com/

    --- Send in a voice message: https://anchor.fm/iabc/message
  • ABOUT THE EPISODE

    In this episode of PodCatalyst, IABC Executive Director Peter Finn catches up with IABC Trends Watch Task Force member Donna Itzoe, senior vice president of communications and marketing for Global Medical Response.

    At the virtual IABC World Conference 2021, Itzoe, along with Trends Watch Task Force Chair Joanne Henry, will deep dive into the role of the communicator in relation to artificial intelligence (AI) and the Internet of Behaviors (IoB) — one of the six leading trends from the task force’s recent research report. The insights from this panel discussion will keep you thinking long after the conference ends.

    Listen to this episode to hear more about:

    What communicators can learn from AI and the IoB Real-life examples of how data from AI and the IoB were being used during the pandemic The influence communicators can have when this technology is used properly What attendees will learn from Itzoe and Henry’s World Conference presentation

    Like what you hear? Don’t miss “It’s Time to See and Manage the Impact of Global Trends,” 4:40–5:10 p.m. PDT on 28 June (12:40–1:10 a.m. BST, 29 June; 9:40–10:10 a.m. AEST, 29 June), plus many other inspiring sessions during the virtual IABC World Conference 2021, 28–30 June. Register now to secure your spot for this top-tier virtual event, and look forward to connecting with communication professionals from around the globe.

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    LINKS

    *Episode*

    https://www.iabc.com/ | https://catalyst.iabc.com/ | https://wc.iabc.com/ | https://catalyst.iabc.com/Innovation/Innovation-Article/the-future-of-communications-6-trends-to-watch| https://catalyst.iabc.com/Innovation/Innovation-Article/communicators-as-the-ultimate-integrators-of-the-human-experience| https://catalyst.iabc.com/Innovation/Innovation-Article/disinformation-and-deepfakes-fuel-growing-mistrust| https://wc.iabc.com/Conference-Information/Schedule-of-Events/|  https://wc.iabc.com/Registration/Attendee-Registration

    *Social Media*

    https://twitter.com/iabc | https://www.linkedin.com/company/iabc/ | https://www.facebook.com/IABCWorld| https://www.youtube.com/user/IABClive | https://www.instagram.com/iabcsnaps/

    *IABC Websites*

    https://www.iabc.com/ | https://catalyst.iabc.com/ | https://wc.iabc.com/

    --- Send in a voice message: https://anchor.fm/iabc/message
  • ABOUT THE EPISODE

    In this episode of PodCatalyst, IABC Executive Director Peter Finn sat down with IABC World Conference 2021 presenter Anthony DeVergillo, internal digital communications associate for Amicus Therapeutics.

    DeVergillo’s presentation, “Inclusive Virtual Experiences in a Post-COVID World,” focuses on why virtual aspects should continue even when we return to in-person events. Here, DeVergillo previews this session, which will feature stories and personal experiences that highlight the importance of inclusivity in virtual events.

    Listen to this episode to hear more about:

    Why communicators should prioritize virtual inclusivity and organizations that are getting it right The future of online accessibility and inclusion How communicators can help make meaningful change for inclusivity in the virtual space

    Like what you hear? Don’t miss “Inclusive Virtual Experiences in a Post-COVID World,” on 28 June at 3:20–3:40 p.m. PDT (11:20–11:40 p.m. BST, 28 June; 8:20–8:40 a.m. AEST, 29 June), plus many other inspiring sessions during the virtual IABC World Conference 2021, 28–30 June.

    Register now to secure your spot for this top-tier virtual event, and look forward to connecting with communication professionals from around the globe.

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    TRANSCRIPT

    Visit Catalyst for a full episode transcript: https://catalyst.iabc.com/Podcasts/Podcasts-Article/podcatalyst-episode-11-inclusive-virtual-experiences-a-world-conference-preview-with-anthony-devergillo 

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    LINKS

    *Episode*

    https://www.iabc.com/ | https://catalyst.iabc.com/ | https://wc.iabc.com/ | https://wc.iabc.com/Conference-Information/Schedule-of-Events/|  https://wc.iabc.com/Registration/Attendee-Registration

    *Social Media*

    https://twitter.com/iabc | https://www.linkedin.com/company/iabc/ | https://www.facebook.com/IABCWorld| https://www.youtube.com/user/IABClive | https://www.instagram.com/iabcsnaps/

    *IABC Websites*

    https://www.iabc.com/ | https://catalyst.iabc.com/ | https://wc.iabc.com/

    --- Send in a voice message: https://anchor.fm/iabc/message
  • ABOUT THE EPISODE

    In the latest episode of PodCatalyst, IABC Executive Director Peter Finn sat down with Pooja Kamat and Simon Monger, SCMP®.

    As board members of the IABC UK & Ireland chapter, Kamat and Monger recently helped plan a mental health-focused webinar, with four prominent speakers who shared best practices and tips for communicators.

    Listen to this episode to hear more about:

    Ways to practice self-care, like treating yourself as your own best friend and thinking of the mind as a muscle to exercise How leadership behaviors impact employee well-being How the stigma around mental health is changing and what that means for the future How IABC UK & Ireland’s virtual drinks program has helped members come together across the world

    IABC members interested in learning about the UK & Ireland chapter’s mental health webinar, inspiration for your own chapter programming and more can reach out to iabcuk@gmail.com.

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    LINKS

    *Episode*

    https://www.iabc.com/ | https://catalyst.iabc.com/ | iabcuk@gmail.com 

    *Social Media*

    https://twitter.com/iabc | https://www.linkedin.com/company/iabc/ | https://www.facebook.com/IABCWorld | https://www.youtube.com/user/IABClive | https://www.instagram.com/iabcsnaps/

    *IABC Websites*

    https://www.iabc.com/ | https://catalyst.iabc.com/

    --- Send in a voice message: https://anchor.fm/iabc/message
  • ABOUT THE EPISODE

    Welcome back to PodCatalyst, IABC’s revamped podcast dedicated to emerging trends and thought leadership within the communication profession.

    In this special edition episode of PodCatalyst, IABC Executive Director Peter Finn introduces a conversation between IEB Chair Bonnie Caver and Program Advisory Committee (PAC) Chair Jane Mitchell, FRSA, incoming IABC Fellow.

    Caver and Mitchell sit down to discuss and preview the truly global, virtual IABC World Conference 2021(28-30 June). Mitchell shares insights about the two keynote presentations, the meaning behind the 2021 conference theme “It’s About Time,” and how this conference is a rallying cry for communicators to focus on their collective strength and ability to impact the world around them.

    Listen to the episode and register now to secure your spot for this top-tier virtual event.

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    LINKS

    *Episode*

    https://www.iabc.com/ | https://catalyst.iabc.com/ | https://wc.iabc.com/ | https://wc.iabc.com/Registration/Attendee-Registration

    *Social Media*

    https://twitter.com/iabc | https://www.linkedin.com/company/iabc/ | https://www.facebook.com/IABCWorld | https://www.youtube.com/user/IABClive | https://www.instagram.com/iabcsnaps/

    *IABC Websites*

    https://www.iabc.com/ | https://catalyst.iabc.com/

    --- Send in a voice message: https://anchor.fm/iabc/message
  • ABOUT THE EPISODE

    Welcome back to PodCatalyst, IABC’s revamped podcast dedicated to emerging trends and thought leadership within the communication profession.

    IABC Executive Director Peter Finn sat down with Maya Bordeaux, JD, MBA, founder and senior strategist at Lead With Love Consulting LLC. Bordeaux — a long-time champion for diversity and inclusion, former HR executive and consultant — says her self-proclaimed superpower is inspiring people to be the best version of themselves.

    Listen to this episode to hear more about:

    What inspired Bordeaux to create Lead With Love Consulting How to prioritize and measure diversity and inclusion in the workplace How successful DEI efforts involve shifting mindsets How communication fits into a sound DEI strategy Advice for IABC members considering entrepreneurship

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    LINKS

    *Episode*

    https://www.iabc.com/ | https://catalyst.iabc.com/ | https://www.leadwithloveconsulting.com/

    *Social Media*

    https://twitter.com/iabc | https://www.linkedin.com/company/iabc/ | https://www.facebook.com/IABCWorld | https://www.youtube.com/user/IABClive | https://www.instagram.com/iabcsnaps/

    *IABC Websites*

    https://www.iabc.com/ | https://catalyst.iabc.com/

    --- Send in a voice message: https://anchor.fm/iabc/message
  • ABOUT THE EPISODE

    Welcome back to PodCatalyst, IABC’s revamped podcast dedicated to emerging trends and thought leadership within the communication profession.

    IABC Executive Director Peter Finn sat down with Catherine Ducharme, ACC, CLC, co-founder of Fluency Leadership, career communicator, past chair of IABC Canada West Region and opening keynote speaker at the IABC 2021 Leadership Institute.

    Listen to this episode to hear more about:

    The five fluencies of the new language of leadership The evolution of leadership to a more people-centric approach Leadership skills that have emerged from the COVID-19 pandemic How IABC offers opportunities to flex your leadership muscles The role leaders play in helping their people unlock curiosity

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    LINKS

    *Episode*

    https://www.iabc.com/| https://catalyst.iabc.com/| https://www.fluencyleadership.com/

    *Social Media*

    https://twitter.com/iabc | https://www.linkedin.com/company/iabc/ | https://www.facebook.com/IABCWorld | https://www.youtube.com/user/IABClive | https://www.instagram.com/iabcsnaps/

    *IABC Websites*

    https://www.iabc.com/| https://catalyst.iabc.com/

    --- Send in a voice message: https://anchor.fm/iabc/message
  • ABOUT THE EPISODE

    Welcome back to PodCatalyst, IABC’s revamped podcast dedicated to emerging trends and thought leadership within the communication profession.

    IABC Executive Director Peter Finn sat down with Ron Culp, independent consultant and professional director of the public relations and advertising MA program at DePaul University.

    Listen to this episode with lived examples from Culp to learn more about:

    Ways digital literacy is helping the next generation of communication professionals use critical thinking skills and combat misinformation Why communicators should seek to understand business acumen, with examples of real-world experience from Culp The need for and benefits of radical transparency within communications How transformative change within an organization can come from internal communications

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    LINKS

    *Episode*

    https://www.iabc.com/ | https://catalyst.iabc.com/ | https://www.depaul.edu/ 

    *Social Media*

    https://twitter.com/iabc | https://www.linkedin.com/company/iabc/ | https://www.facebook.com/IABCWorld | https://www.youtube.com/user/IABClive | https://www.instagram.com/iabcsnaps/

    *IABC Websites*

    https://www.iabc.com/ | https://catalyst.iabc.com/

    --- Send in a voice message: https://anchor.fm/iabc/message
  • ABOUT THE EPISODE

    Welcome back to PodCatalyst, IABC’s revamped podcast dedicated to emerging trends and thought leadership within the communication profession. IABC recently joined the Global Alliance, and in this episode, IABC Executive Director Peter Finn sat down with Justin Green, president of the Global Alliance to learn more about the organization, its growth, how it’s been engaging with the industry throughout COVID-19 and opportunities for IABC and similar organizations to collaborate with the Global Alliance.

    This episode of PodCatalyst was recorded as part of the Global Alliance’s "Global Trends and Communication Transformation Month," taking place during March 2021.

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    LINKS

    *Episode*

    https://www.iabc.com/ | https://www.globalalliancepr.org/

    *Social Media*

    https://twitter.com/iabc | https://www.linkedin.com/company/iabc/ | https://www.facebook.com/IABCWorld | https://www.youtube.com/user/IABClive | https://www.instagram.com/iabcsnaps/

    *IABC Websites*

    https://www.iabc.com/ | https://catalyst.iabc.com/

    --- Send in a voice message: https://anchor.fm/iabc/message
  • ABOUT THE EPISODE

    Welcome back to PodCatalyst, IABC’s revamped podcast dedicated to emerging trends and thought leadership within the communication profession. In this episode, IABC Executive Director Peter Finn dives into the 2021 State of the Sector report from Gallagher with Ben Reynolds. As global practice managing director at Gallagher, Reynolds walks through findings of the report and the current landscape for communicators.

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    LINKS

    *Episode*

    https://www.iabc.com/ | https://www.iabc.com/professional-development/webinars/|

    https://www.ajg.com/employeeexperience/

    *Social Media*

    https://twitter.com/iabc | https://www.linkedin.com/company/iabc/ | https://www.facebook.com/IABCWorld | https://www.youtube.com/user/IABClive | https://www.instagram.com/iabcsnaps/

    *IABC Websites*

    https://www.iabc.com/ | https://catalyst.iabc.com/

    --- Send in a voice message: https://anchor.fm/iabc/message
  • ABOUT THE EPISODE

    The latest episode of PodCatalyst, IABC’s revamped podcast dedicated to emerging trends and thought leadership within the communication profession, is now available. In this engaging conversation, IABC Executive Director Peter Finn sits down with Smita Tharoor, a noted expert on unconscious biases. The co-founder of Culturelytics and founder of Tharoor Associates, Tharoor is also the closing keynote for the IABC 2021 Leadership Institute, presenting “Being Dynamic in a Pandemic.”

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    LINKS

    *Episode*

    https://www.iabc.com/ | https://tharoorassociates.com/stories-of-unconscious-bias/ | http://www.culturelytics.ai/ | https://tharoorassociates.com/

    *Social Media*

    https://twitter.com/iabc | https://www.linkedin.com/company/iabc/ | https://www.facebook.com/IABCWorld | https://www.youtube.com/user/IABClive | https://www.instagram.com/iabcsnaps/

    *IABC Websites*

    https://www.iabc.com/ | https://catalyst.iabc.com/

    --- Send in a voice message: https://anchor.fm/iabc/message
  • ABOUT THE EPISODE

    Welcome back to PodCatalyst, IABC’s revamped podcast dedicated to emerging trends and thought leadership within the communication profession. In this episode, IABC Executive Director Peter Finn sits down with IABC member Jessica Nunez, founder of TruePoint Communications. In this conversation, Nunez reflects on the experiences and learnings from 2020, looks ahead to the emerging trends of 2021 and shares how building and maintaining trust is a key component to the role of the communicator.

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    LINKS

    *Episode*

    https://www.iabc.com/ | https://www.truepointagency.com/

    *Social Media*

    https://twitter.com/iabc | https://www.linkedin.com/company/iabc/ | https://www.facebook.com/IABCWorld | https://www.youtube.com/user/IABClive | https://www.instagram.com/iabcsnaps/

    *IABC Websites*

    https://www.iabc.com/ | https://catalyst.iabc.com/

    --- Send in a voice message: https://anchor.fm/iabc/message
  • ABOUT THE EPISODE

    Welcome to the inaugural episode of PodCatalyst, IABC’s revamped podcast dedicated to emerging trends and thought leadership within the communication profession. In this episode, IABC IEB Chair Bonnie Caver joins IABC Executive Director Peter Finn to take a look back at the adventure that was 2020, and explore what’s next for IABC and the communication profession in 2021 and beyond.

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    LINKS

    *Episode*

    https://www.iabc.com/ | https://www.edelman.com/trustbarometer

    *Social Media*

    https://twitter.com/iabc | https://www.linkedin.com/company/iabc/ | https://www.facebook.com/IABCWorld | https://www.youtube.com/user/IABClive | https://www.instagram.com/iabcsnaps/

    *IABC Websites*

    https://www.iabc.com/ | https://catalyst.iabc.com/

    --- Send in a voice message: https://anchor.fm/iabc/message
  • Hello and welcome to this special edition of the IABC International Podcast. My name is Dan Gold, and on this episode we're taking a look forward to the season 3 of the podcast.

    The first guest of the new season will be Bonnie Caver the 2020 - 2021 Chair of the International Executive Board of IABC. I am very thankful that she has agreed to kick off episode 301 which will be coming soon.

    --

    As you know, times are very challenging as a result of the COVID 19 pandemic. It's a global event that has sent shockwaves through families, communities and whole countries. Through the darkest of times, I have been so proud of those who have stepped up when it comes to putting the health of others first by protecting themselves. I also give thanks to all the people on the front line who have taken care of us, kept us safe and worked to keep us healthy.

    The downside of the pandemic is that lives have been lost, and the hearts broken of those left behind. Let's always celebrate and remember the good of those no longer with us. With each person may their story live on to give hope to the next generation.

    --

    I am curious about people, nature and the world, and I learn through storytelling. I have dedicated my career to helping people and organizations gain a voice to tell their stories. I am deeply thankful to work with many great storytellers.

    As a result of this there was a long-told story that I needed to hear, and more importantly act on.

    In terms of diversity I have always aimed to have balance through the people and stories that we have featured on the IABC International Podcast. I feel more than ever that this is the time that our podcast should be more, when it comes to diversity and inclusion. So I have been actively working to invite new people to take on the role of presenter and producers of the podcast. This search is not yet complete, but I know from the people who have already expressed interest, that diversity will be at the heart of what we do.

    I was thinking of not producing this episode, but in the interest of transparency and out of respect for you the listener, a sudden change would be unexplained, and I wanted you to know that this change is so important to me.

    Regardless of having dyslexia in an industry that values the written word, I have mostly felt included and not marginalised. IABC is so welcoming, and I am proud that the Diversity and Inclusion team actively addresses neurodiversity.

    The inclusion of people who are neurodiverse is important to me, and I am proud of how far private industry and the public sector have come when it comes to valuing ideas, problem solving and not just focusing on writing. Technology including AI and grammar apps are helping people previously excluded from the communication profession find a home. Facts and stories told through imagery, video and audio are equally as impactful and meaningful as the written word.

    --

    I sincerely thank Ginger, Stephanie, Mike, Micayla, Sharon, Zora and so many more for believing in the podcast as a vehicle to tell the stories from within IABC. I know that it is going to go from strength to strength with the support of Jeff Price from Smith Bucklin and IABC.

    In collaboration with Austin Staton, we will be working together to bring you the next season of the IABC International Podcast. At this time I have to say thank you to Martin Charlton Communications for financially supporting the production of the podcast without ever asking for anything in return. That giving has helped people connect internationally through the stories told.

    Thank you for listening.

    Music is from soundcloud.com/joakimkarud and soundcloud.com/ikson.

    This is an IABC Production.

    --- Send in a voice message: https://anchor.fm/iabc/message
  • Welcome to episode 232 of the IABC International Podcast. On this episode we're speaking with IABC Gold Quill Award winner MacKenzie Fitzgerald about Keeping Them Coming Back: Building Employee Loyalty Through Accelerated Engagement. It's an interesting conversation from the wider point of view of integrating two organizations following either a merger or a takeover. 

    --

    Former guest of the IABC International Podcast, Howard Krais has written an article with Mike Pounsford, and Kevin Ruck for the IABC website on Transforming how organizations listen to their people.

    It's clear that listening to employees is critical to improving performance, decision making and well-being, and most communicators would agree with this, but when it comes to looking at what organizations really value from their communication function, listening appears a long way down the list.

    This article features great research and tools for you to take to your leadership to highlight the importance of professional communicators being a key part of the listening process. 

    From passive, to deep listening, this article has a lot to say find out more here.

    --

    The IABC Academy provides online professional development for business communicators to help advance their careers and generate real business results for their organizations.

    Our online workshops offer in-depth learning to build critical skills and knowledge. Through live, on-demand and self-paced workshops by leading experts in their fields, IABC Academy participants get exceptional instruction that supports long-term problem-solving and enhances career growth, now and into the future.

    Learn more and enroll on online courses.

    --

    Thank you for listening. Please share the IABC International Podcast with your colleagues and subscribe to ensure that you don't miss an episode.

    Follow us for updates and behind the scenes content. Instagram.com/iabcpodcast, Twitter.com/iabcpodcast

    Music is from Joakim Karud (soundcloud.com/joakimkarud) and Ikson (soundcloud.com/ikson).

    Produced and Presented by Dan Gold 

    This is an IABC Production.

    --- Send in a voice message: https://anchor.fm/iabc/message
  • Welcome to episode 231 of the IABC International Podcast. On this episode Elizabeth Williams Principal, National Creative Director from Buck talks about how they work with one of their clients from the entertainment world leveraging pop culture to create positive impact when it comes to engaging with staff about their benefits. #IABCGQ

    --

    On the IABC website you'll always find powerful, relevant articles to help your professional communication practice. One of the latest articles is from Cheryl Ross entitled Help Leaders Navigate Layoffs: Increase visibility to gain employees’ trust.

    Read article in full.

    --

    Thanks for listening to this episode. Connect with us on Twitter and Instagram for exclusive podcast content.

    A gold star for everyone who shares this with a friend :)

    Music is from Joakim Karud and Ikson,

    Produced and presented by Dan Gold

    This is an IABC production.

    --- Send in a voice message: https://anchor.fm/iabc/message
  • Welcome to the IABC International Podcast, on this episode Megan Osborne joins us to talk about how they won an IABC Gold Quill Award. 

    NSW Trustee & Guardian is a state government agency that provides Will-making and deceased estate administration services and can also be appointed by a court or tribunal to act as a person’s financial manager and/or guardian if they lack the ability to make decisions for themselves because they have a disability.

    As an organisation with a purpose statement ‘To protect, promote and support the rights, dignity, wishes and choices of our customers’ having a shared language and understanding of how to achieve this to a high standard was a missing piece of the puzzle.

    Insights showed there was an opportunity to improve customer service. Customer satisfaction was either low or declining, complaints were on the rise and staff morale was down following an organisational restructure in 2016.

    NSW Trustee & Guardian’s Communications & Engagement team worked to develop the Customer Excellence Principles Team Activities as a tool to turn this around and embed a culture of customer service excellence.

    Read this excellent article in full with photos and metrics on the IABC New South Wales website.

    --

    Didn't make it to the IABC Virtual World Conference? You can still register to have access to all of the sessions for 12 months. wc.iabc.com

    --

    Share this free podcast with colleagues - they'll thank you for it. 

    Music is from Joakim Karud (soundcloud.com/joakimkarud) and Ikson (soundcloud.com/ikson)

    Produced and presented by Dan Gold

    This is an IABC Production

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  • This is not a regular episode of the IABC International Podcast, but an opportunity for you to experience the influence that the IABC Fellows have to audiences around the world. Kate Macauley's The Internal Comms Podcast invited Fellows Jennifer Wah, Brad Whitworth and Neil Griffiths to a roundtable discussion on the impact of Coronavirus. 

    It's wonderful to hear from these icons of our profession, offering their insights which you can use to inform and guide your organization, wherever you are in the world.

    --

    Can we start to make some predictions about how this global pandemic might impact business, leadership and, in turn, communications? The economists are predicting a global recession. 

    So, clearly there will be some negative consequences for business to grapple with for some time to come, but some positives have emerged from this crisis. Communicators have been thrown into the spotlight, our leaders are showing up with more authenticity and there is new-found appreciation for those who work on the frontline of our organisations.

    --

    Subscribe to Kate's podcast and for more insights from the IABC Fellows, stay up to date with the latest edition of the Circle of Fellows podcast, 

    Thanks for listening to this episode, if you have a professional communication or marketing podcast, let us know and we'll share it with our community.

    --

    Thank you above and beyond for sharing the podcast with IABC. You can find out more about their services at https://abcomm.co.uk/

    The Internal Comms Podcast with Kate Macauley, Copyright above and beyond. Reproduced with permission. 

    --- Send in a voice message: https://anchor.fm/iabc/message