Some things just stand out

Developing councils' communications capacity

Lewisham Council has seen more focused activity, cost savings and improved resident satisfaction ratings following our review of its external communications.

What we found was common to many councils we work with. A lot of communications activity but no strategy to drive it, so activity was fragmented and not focused on corporate priorities. Marketing staff producing masses of leaflets instead of developing sustained campaigns. Press officers responding to the local media rather than setting the agenda.

We recommended a flatter structure and a new central marketing team to lead and co-ordinate all the council’s marketing activity; the development of a communications strategy to shape marketing, media and online activity; and the centralisation of marketing budgets and print and design purchase.

Kevin Sheehan, Lewisham’s head of strategy and responsible for communications, said: ‘Grant Riches’ wealth of experience and honest, sound advice were invaluable, particularly at difficult times during the changes. They were brilliant at keeping things going and reassuring me that we were doing the right thing. They provided interim management and helped us recruit some great staff. A year down the line, I can say without hesitation that their recommendations were absolutely right.’

Lewisham’s ratings for involving, informing and listening to residents are the highest since 2000 and are significantly up on last year’s scores.