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Day 1 - Tuesday 21st September, 2021
Synergy Group
Emma is a skilled communication and change professional with 20 years’ experience across the public and private sector. She has a passion for building strong stakeholder relationships and drawing on creativity, research and innovation to solve complex problems. Emma has developed and implemented strategic communication solutions across government and the private sector to promote programs and services that improve the lives of the Australian community. From large scale advertising campaigns to internal people change, Emma has proven experience in delivering strategic communication and engagement solutions that create impact.
• What is disruption and what did it mean for the commercial passenger vehicle industry
• How disruption and uncontrolled change takes away the ‘fundamental truths’ that underpin stakeholder trust
• Working with stakeholders when trust is lost
• Creating common ground to build trust post-disruption
• How COVID-19 created the opportunity to rebuild relationships
National Transport Commission
• Embracing a proactive approach to engaging stakeholders
• Breaking down the barriers between industry and regulator to listen and communicate effectively
• Driving behavioral change through successful engagement
• Moving from traditional regulatory approaches to a data-driven regulator that builds trust and engagement to gather intelligence from stakeholders
National Heavy Vehicle Regulator
Following his distinguished 23-year career in the Australian Army, John spent the next decade using his skills and experience in a number of roles with registered training organisations and as the member services officer at the Victorian Transport Association (VTA). John also developed the training packages for the Transport and Logistics Industry through the Industry skills council working on transport, logistics and aviation.
For the past eight years John has filled the role of Manager of Industry Engagement & Customer Experience for the National Heavy Vehicle Regulator (NHVR) where he has been particularly active in engaging with all levels of industry and government in the take up of the broader NHVR policies around safety and productivity in the road transport industry.
John has had responsibility and has embarked over the eight years to break down the barriers of a traditional approach of a regulator, to engage with the industry to build a repour through more customer focus presence. John has also embarked on an internal program around building customer experience skills within the regulator that will help working with customers and having a customer focus from a regulator perspective.
In 2000, John was awarded an Order of Australia Medal for his work as the Group Sergeant major of the peace keeping Force in Bougainville (Op Belsi)
In small group discussions participants will have the chance to share their personal experiences of how your organisation is using tools to solve problems. Discussion will focus on:
• What approaches is your organisation taking to enable effective stakeholder engagement?
• How are you building trust and relationships through communication? • What is one thing you are hoping to take away from this event?
• Creating a unified vision for stakeholder engagement
• Getting organisation-wide buy in
• Using insights to make the most of your engagement activities
Australian Financial Security Authority
Mia Lauzé is a communications and engagement management professional with extensive experience in the government and not-for-profit sectors. Mia is currently the Director of Communications and Stakeholder Engagement at the Australian Financial Security Authority (AFSA). Her other public service roles include working on the NSW Government’s Digital Licence Program, for the Office of the Small Business Commissioner NSW and with the national Digital Television Switchover Taskforce. Mia managed communications and community engagement for the not-for-profit Energy & Water Ombudsman NSW and communications and research at the industry skills council, Service Skills Australia. She also managed federally funded projects for the community broadcasting sector and worked as a journalist in Australia and overseas.
Research has shown that professionals in communication and engagement assign 80% or more of their resources and time to distributing information (speaking) on behalf of their organisations, with as little as 10% devoted to listening to stakeholders and the community. This is a key contributor to declining public trust, disenchantment, and disengagement, according to Jim Macnamara’s research in more than 60 organisations globally. This session will feature:
• Latest research findings on the missing essential in communication and engagement – listening
• Methods to overcome the challenges of large-scale organisational listening
• Key processes, systems and technologies for effective organisational listening
• The contribution of listening to engagement and relationships
University of Technology Sydney
Jim Macnamara is a Distinguished Professor in the School of Communication at the University of Technology Sydney (UTS), after a 30-year career working in journalism, public relations, and media research, which included founding and heading CARMA International Asia Pacific for a decade (Computer Aided Research and Media Analysis). He is also a Visiting Professor at the prestigious London School of Economics and Political Science and the London College of Communication in the University of the Arts London. Jim is the author of 16 books; more than 80 academic journal articles and book chapters; and more research reports for organisations than he can recall. He holds a Bachelor of Arts in journalism and media studies; a Master of Arts in Media Studies; and a PhD in media research.
• Meaningful engagement through understanding human needs
• Methods of engagement: sharing successful engagement methods and tools
• Lessons learned: effectively engaging on contentious topics
NSW Department of Primary Industries
NSW Department of Primary Industries
Day 2 - Wednesday 22nd September, 2021
Synergy Group
Emma is a skilled communication and change professional with 20 years’ experience across the public and private sector. She has a passion for building strong stakeholder relationships and drawing on creativity, research and innovation to solve complex problems. Emma has developed and implemented strategic communication solutions across government and the private sector to promote programs and services that improve the lives of the Australian community. From large scale advertising campaigns to internal people change, Emma has proven experience in delivering strategic communication and engagement solutions that create impact.
• Where is our evidence of public sector community engagement drawn from and what does that tell us about the effectiveness of current processes and strategies
• What is community; do our strategies consider diversity and what are community expectations of public sector agencies in engagement
• What are the barriers to effective community engagement
• How do we do it better
Victoria
• Building awareness on services that citizens can benefit from through engagement
• Helping customers engage with services at the right time and communicating this successfully
Department of Customer Service NSW
• How ongoing community consultation helped WorkSafe Victoria build a truly inclusive campaign
• Understand the role of research as a key element in building community support for WorkSafe’s campaign
• How WorkSafe Victoria used storytelling to connect with CALD communities
• Take away a new understanding of inclusive communication and engagement, so you can go beyond the old model of ‘mainstream’ plus ‘other’ audiences
Worksafe Victoria
Caitlin Harrison is the Communications and Business Partnering Manager at WorkSafe Victoria – Victoria’s Occupational Health and Safety Regulator.
Caitlin currently manages numerous high-risk portfolios, focussed on delivering highly targeted campaigns and communications, with the objective of affecting attitudinal and behavioural change.
In the past two years, Caitlin has also delivered two of WorkSafe’s most experimental and diverse campaigns, including Unsafe is Always Unacceptable – a social experiment targeting young workers, and Workplace Safety is our Common Language – a campaign targeting culturally diverse workers from nineteen different ethnicities.
Prior to WorkSafe, Caitlin has over 10 years’ experience within marketing and communications, working in a variety of industries, including retail and sport.
Think HQ & CultureVerse
Kate was project lead for the WorkSafe Victoria 2021campaign, “Workplace Safety is our Common Language”. The campaign involved research, creative development, advertising, translation, media relations and community engagement to improve workplace safety awareness for all Victorians.
Kate heads up the Client Service team, leading inclusive and integrated communications projects across Think HQ and Cultureverse. In 2020 and 2021, Kate took a lead role in CultureVerse and Think HQ’s work with the Victorian Government on the multicultural COVID-19 response.
Prior to joining Think HQ, Kate worked at GM Holden as their Corporate Social Responsibility and Communications Advisor. Her role involved managing stakeholder engagement activities, including philanthropic partnerships and employee engagement.
She also worked at nib health funds ltd as Communications Manager for six years, overseeing brand management, sponsorships across Australia and New Zealand, and various corporate communications activities including employee engagement.
Kate is passionate about social responsibility and completed a Graduate Certificate of Social Impact at Swinburne University and has a Bachelor of Communications from the University of Newcastle.
• Stories of success in bringing together government and community in pursuit of viable solutions to social issues that matter
• Digital, person-centred responses to current challenges in the NDIS planning and funding allocation process
• The capacity and confidence we need to build in both government and community to work together effectively
Future by Design
Since graduating as an Occupational Therapist in 1983, Valmae has worked in the human service field in a range of policy and practice roles across Queensland, New South Wales, and the Northern Territory. She is a trained auditor, company director, participatory process practitioner, and accredited facilitator of ABCD. Highlights of her work in recent years have been the engagement of 1500 people around the Blue Skies Vision for an Inclusive Community, our first Social Innovation Learning Village, initiating and facilitation large scale strategic conversations between government and community around key social issues, and contributing to a more collaborative culture within the community service sector.
In small group discussions participants will have the chance to reflect on the two day conference and share their key learnings, discussing what action they will put into practice Discussion will focus on:
• Your three key takeaways
• How you can you drive more effective communication strategies
The workshop
Industry studies show that measurement and evaluation of communication and engagement are among the major challenges facing practitioners. This workshop, presented by an internationally recognised leader in the field, will showcase latest thinking and best practice, including practical examples and case studies.
Why attend this workshop?
• Access the latest frameworks and models for M&E including MEL – measurement, evaluation and learning to gain insights to finetune and inform strategy – not just produce ‘rear view mirror’ reports
• Learn about ‘vanity metrics’ to avoid and traps such as ‘substitution error’
• Share case studies including the World Health Organisation’s evaluation approach to communication during COVID-19
• Learn about the techniques and technologies for organisational listening that are critical to audience understanding and effective engagement
What will you take away?
• Latest evaluation frameworks and models from leading international organisations including the Association for Measurement and Evaluation of Communication (AMEC); the UK Government Communication Service (GCS); and the World Health Organisation (WHO)
• The design principles for establishing an ‘Architecture of Listening’ in an organisation
• Templates for identifying outcomes and impact of communication and engagement – not simply reporting activities and outputs
University of Technology Sydney
Jim Macnamara is a Distinguished Professor in the School of Communication at the University of Technology Sydney (UTS), after a 30-year career working in journalism, public relations, and media research, which included founding and heading CARMA International Asia Pacific for a decade (Computer Aided Research and Media Analysis). He is also a Visiting Professor at the prestigious London School of Economics and Political Science and the London College of Communication in the University of the Arts London. Jim is the author of 16 books; more than 80 academic journal articles and book chapters; and more research reports for organisations than he can recall. He holds a Bachelor of Arts in journalism and media studies; a Master of Arts in Media Studies; and a PhD in media research.
The workshop
In times past, engagement and communication often addressed a ‘mainstream’ audience and then ‘other’ specific groups, such as culturally and linguistically diverse (CALD) or First Nations communities. Too often, these ‘other’ audiences would only be considered after the mainstream approach had been planned. Time and budgets would be stretched and best-practice approaches for these audience groups would often be compromised. But what is the ‘mainstream’ today in Australia? Does it still make sense to segment our audiences and our work this way, or could we take a more inclusive approach across the entirety of our engagement and communication work? In this workshop with ThinkHQ and CutureVerse, you’ll learn about how an inclusive approach can take your engagement work to the next level, how to identify the communities you need to engage with, and how best to engage with them.
Join us at this workshop to understand
• How you can ensure these communities feel seen
• How to make sure your campaigns and communications are genuinely inclusive
• How you can find the insights you need to understand who you need to be talking to and how to do it
• How to go about creating practical and well-received translated materials
What will you take away?
• A new perspective on what it means to be truly ‘inclusive’ in your communication and engagement approaches
• Practical tips on how to understand your audience and and analyse key characteristics using Census TableBuilder
• Ideas on how to make your next community engagement activity more culturally inclusive
• Examples of best-practice engagement for CALD and First Nations communities
Think HQ
Think HQ
Professor Shane Hearn is a Noongar man born in Esperance, Western Australia. He is the Dean, Indigenous Research and Education Strategy, and Head of Wirltu Yarlu Indigenous Education Centre, University of Adelaide.
He holds a PhD and a Master’s Degree from the University of Sydney, and a Bachelor of Applied Science from Curtin University.
Professor Hearn has more than 20 years’ experience working in Aboriginal and Torres Strait Islander affairs in both the public and private sectors.
Professor Hearn has significant leadership and management experience, he is a thought leader, systems thinker with extensive experience in the development of Policy and Education strategy.
Think HQ & CultureVerse
Key Speakers
Australian Financial Security Authority
Mia Lauzé is a communications and engagement management professional with extensive experience in the government and not-for-profit sectors. Mia is currently the Director of Communications and Stakeholder Engagement at the Australian Financial Security Authority (AFSA). Her other public service roles include working on the NSW Government’s Digital Licence Program, for the Office of the Small Business Commissioner NSW and with the national Digital Television Switchover Taskforce. Mia managed communications and community engagement for the not-for-profit Energy & Water Ombudsman NSW and communications and research at the industry skills council, Service Skills Australia. She also managed federally funded projects for the community broadcasting sector and worked as a journalist in Australia and overseas.
University of Technology Sydney
Jim Macnamara is a Distinguished Professor in the School of Communication at the University of Technology Sydney (UTS), after a 30-year career working in journalism, public relations, and media research, which included founding and heading CARMA International Asia Pacific for a decade (Computer Aided Research and Media Analysis). He is also a Visiting Professor at the prestigious London School of Economics and Political Science and the London College of Communication in the University of the Arts London. Jim is the author of 16 books; more than 80 academic journal articles and book chapters; and more research reports for organisations than he can recall. He holds a Bachelor of Arts in journalism and media studies; a Master of Arts in Media Studies; and a PhD in media research.
Victoria
National Transport Commission