PERFORMANCE SUPPORT FOR WIDELY DISPERSED EMPLOYEES
MAPCO Express, Inc. (“MAPCO”), which operates approximately 370 convenience stores in 7 southeastern states, deals with frequent changes in staffing and product. MAPCO must present a consistent brand image and excellent customer service across its store network requiring clear communication of corporate information and procedures with employees at the store level.
In changing from paper-based to electronic procedures, MAPCO sought to get necessary information to employees on an as-needed basis, and have the flexibility to meet the needs of growth.
Tanner established an online platform, organized MAPCO’s knowledge and best practices to fit the platform, and now supports staff in the field as the company grows and changes over time.
Result: Vital information gets to MAPCO employees as it is needed and supports performance beyond periodic training.
MARKETING EDUCATION AND SUPPORT FOR RURAL HOSPITAL STAFF
The rural and small-town hospitals managed by QHR have local marketing needs on an ongoing basis. An administrative assistant, not trained in marketing, is generally tasked with handling these needs at each facility.
Tanner devised a communication program that combines education with tools and examples for the creation and distribution of marketing materials – press releases, radio spots, brochures, and posters. Over time these communications have become a repository of organizational knowledge, organized for easy use and sharing among the various hospitals.
Result: QHR hospitals get better, more regular local PR, and the personnel involved connect with each other through information sharing, creating a peer community among the managed hospitals.
DEVELOPING COMMUNICATIONS STRATEGY ACROSS THREE BRANDS
Fortune Industries, Inc. owns three outsourced HR services brands. They all sell expertise developed over years of experience, but lacked a coherent strategy for communicating organizational knowledge to clients and prospects.
Fortune Industries wanted to capture the knowledge, build an engine to share it with clients and prospects, and use more information distribution channels.
Tanner created a content catalog to track content developed across all three brands making the information accessible to all and useful for electronic communications. The catalog continues to evolve and includes print and social media in the communications plan.
Armed with the catalog, each brand shapes its communications for the unique needs of their market without duplicating investment in content development.
Result: Fortune Industries now focuses strategically on capturing and sharing the knowledge important for securing their reputation as knowledge leaders in the industry.
