Background

Alcatel-Lucent is a trusted partner of service providers, enterprises and governments worldwide, providing solutions to deliver voice, data and video communication services to end-users. Alcatel-Lucent is the biggest fixed line network supplier to both Telstra and Telecom New Zealand.

The company has a technical solution knowledge-base known as “ask AL” which allows their technical support teams to:

• Quickly deliver resolutions to customers
• Exponentially increase knowledge available to engineers
• Provide knowledge directly to entitled customers, considerably saving contact time for teams

A Communication Strategy was required to encourage adoption of ask AL across the organisation internationally.

Experience Matters was engaged to:

• Develop a Communication Strategy to support the global implementation of ask AL
• Identify a set of vital communication concepts, principles, and guidelines
• Develop and present an array of useful, practical communication tools
• Develop the implementation plan for advancing ask AL’s global penetration

Project Deliverables

A comprehensive Communication Strategy that provided recommendations in six key areas:

• ask AL Branding
• ask AL Communication groups
• ask AL Key messages
• Communication methods and channels
• Delivery program
• ask AL Performance measurement & management

Benefits

The comprehensive Communication Strategy solved the problem of how to engage a diverse and complex set of internal stakeholders at all levels across a culturally disparate and geographically dispersed organisation. It provided Alcatel-Lucent with the recipe to create the right messages, for the right people, and to reach them at the right time through the right media and channels.

In the client’s words

“Much of the knowledge and information that went into the Communication Strategy was already present in pockets across our team: however it took Experience Matters to get it into an accessible and usable form.

By extracting, coordinating, analysing and building on our collective IQ and then applying their expertise to focus it into a step-by-step plan, they produced a very detailed communication plan that really works. It is a good natural fit for our organisation because the key inputs came from us to start with.

Their experience in doing this with other organisations meant that they identified and fixed potential “gotchas” along the way.

So what we got as a finished product was a very comprehensive plan plus the tools we needed to put it into action. We are really very happy with the result.”

Brett Webster
Knowledge Management Practice – Services Supply Chain