We have a great deal of experience with large organisations which is reflected in our client base. We pride ourselves on the professional and discreet relationships we have with our clients and are committed to protecting their privacy. We keep all client information confidential and do not release any information without consent from our clients.

Client Success Stories

We’ve honoured our commitment to keep our clients’ names confidential in the following success stories and welcome any questions you may have about the intricacies of the projects.

• New Tricks
• Communications Strategy Implementation
• Website Review
• Crisis Management Project

New Tricks

In 2000, Clinton Communications was contracted by a large organisation that had been privatised at the state level in the late 1990s.

Initially, we trained 100 employees in business writing and developed templates and standard letters later in the project.

Many of the participants had been with the former public service for decades. They were somewhat resistant to change, but were ultimately persuaded to improve efficiency levels and create more effective client-focussed letters.

Most of the participants were qualified tradespeople and had not undertaken formal study for a long time. They were mainly electricians, plumbers, surveyors and builders who had moved into management and hence an office job, via promotion and seniority.

Much of their letter writing consisted of:

• Out-dated spelling and grammatical conventions
• Substandard layout resulting in missing letterhead and contact phone numbers
• Defamatory comments.

It was an exciting job for Clinton Communications and a challenge because, whereas most training participants are motivated by their own desire to improve, many of these participants had to be persuaded of the business benefits and personal efficiency that could be obtained from clear and concise writing.

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Communications Strategy Implementation

Throughout 2003, Clinton Communications provided writing and editing services for a large organisation’s communications strategy implementation.

The services included the establishment of the strategy and its associated documentation including letters, faxes, emails, business reports and information sheets. The documentation was used by call centre staff in response to thousands of customer questions and requests.

The information was developed from consultation with subject matter experts and external research. As the library of correspondence grew, we produced a style guide that noted all issues of grammar, style, syntax and terminology. This style guide is now used by the client as they develop additional correspondence and maintain existing correspondence.

The project has been extremely successful and is ongoing. Clinton Communications works with this client on an occasional basis.

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Website Review

Over the last three years, Clinton Communications has been working with a medium-sized enterprise that initially required assistance with its website and has retained the services of Clinton Communications for other training and writing tasks.

The organisation’s intranet and internet sites had been maintained by a third party for some years and at the expiration of that contract, the organisation chose to maintain the sites in-house. They needed the services of a web writer and Clinton Communications was contracted to overhaul the web text.

The sites were text heavy and navigation was awkward. Clinton Communications re-wrote the text and brought sub-contractors in to improve the navigational aspects of the sites.

Clinton Communications has had a mutually-beneficial relationship with the organisation and has gone on to train many managers and frontline staff in business and report writing, particularly when poor writing skills were identified in employee performance appraisals.

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Crisis Management Project

In 2000, Clinton Communications provided writing and editing services to a large insurance company that has offices around Australia, including retail outlets.

There had been a radical increase in customer complaints by phone and by mail due to a letter sent by the company to thousands of policy holders that had a patronising tone and contained inaccurate information. The inaccurate information led to many fraudulent claims which placed an even greater burden on administrative and call centre staff.

As well as writing and editing other documentation, Clinton Communications wrote an apology letter on behalf of the organisation, re-wrote the original letter, and updated policy holders via the company website, which was in its infancy. Call centre staff were informed regularly of issues connected with the crisis by way of carefully structured emails and hard copy memos in staff lunch rooms.

The situation was volatile because of the internal processes that took place before and after the inappropriate letter went out.

After the initial crisis settled down, Clinton Communications trained 80 middle managers and team leaders in effective business writing.

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Connections to Australian Business

As well as having a broad base of clients from large corporations, we are very well connected to organisations that influence Australian business.

We have connections with a number of industry and business peak bodies and keep up to date with local and global business operations.

We also have strong relationships with graphic and instructional designers, printers, distributors, couriers, and PR and event management firms.

Email us for more information.

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