Going under the change communication covers

By James Bennett, Head of Content, Melcrum

First we had the Undercover Boss. Sorry, I mean Melcrum was the first publisher to secure and showcase Stephen Martin, chief executive of Clugston Group and star of Channel 4’s 2009 ‘Undercover Boss’ series, as a keynote speaker for our Strategic Management Communication summit. Now, however, the programme has gone mainstream with a preview from the new American series given a prime time airing directly after last night’s Superbowl, a huge-audience slot normally reserved by a network to launch a new sitcom or drama.

Yes, the Americans have got hold of the format and, like the fast food culture they have so kindly exported to the rest of earth, they've gone large.

But while it might seem that we 'borrowed' an idea from Channel 4 the last time around, on this occasion  it's arguably borrowed one of ours. Tonight at 8pm sees the regular Dispatches documentary team go undercover dressed as agency postmen to find out if the Royal Mail has delivered on claims that it is modernising and improving its service. In 2004 and in 2005, the team also investigated the company and, in Channel 4’s own words, “exposed serious systemic and individual failures within the organisation”, resulting in an inquiry by the postal regulator, followed by a fine of almost £10 million.

But we’ve gone one better. Rather than go undercover we’ve invited Alana Renner, head of engagement & internal communications at the Post Office, to talk about how she has engaged her employees and helped to transform the organisation from a loss to a profit making business at Melcrum's third annual change communication conference. What should be made clear is that the Post Office is a subsidiary of Royal Mail Group and operates under the Post Office brand managing a nationwide network of around 12,000 branches, the largest retail branch network in the UK handling more cash than any other business.

Alongside the Royal Mail, the Post Office has undergone huge upheaval with countrywide branch closures, redundancies and, as the frontline organisation for the Royal Mail, has had to deal with angry customers and equally frustrated employees. Alana will be on hand to answer all your questions so make sure you watch tonight’s show and come armed with any issues you would like to raise.

And if you haven’t yet booked on to the conference and workshops do it now! It's on between 9th and 10th March and is fast approaching. We've got an extremely strong line up this year, including behind-the-scenes case studies from British Airways, Aviva and of course The Post Office.