There isn't an existing method for senior leaders to govern enterprise conversations - at scale. So, we invented one alongside our most innovative customers.
🗒 Established customers will have access to the Joyous Impact Framework deck which allows you to see the complete framework and navigate to specific campaign templates. If you do not have access, please reach out to your Joyous representative.
Introduction
We have worked with senior leaders across both operational and people functions. Our focus is on large enterprises. We work with Service Providers across Banking, Energy, Information Technology, Iwi, Manufacturing, Media, Retail, and Telco/Cable. We are also branching into Healthcare and Government.
This framework applies to all these industries, and beyond.
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Figure 1 - The Joyous Impact Framework
The Elements of The Joyous Impact Framework
The Impact Framework consists of four major elements:
- Key Impact Areas. Four key impact areas encompass the strategic interests of a senior leadership team. They are People, Customer/Patient, Operations, and Sustainability.
- Topics. For each impact area, there are three topics. Most problems or challenges in each area naturally fall under one of the three topics.
- Campaigns. For each topic, Joyous has a series of pre-designed campaigns. Campaigns run for three weeks and the audience depends on the challenge being solved.
- Conversations. A campaign consists of three conversation starters focusing on ideas, impediments and resources.
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Figure 2 - The four elements of The Joyous Impact Framework
Organizations use the framework to prioritise enterprise conversations. It ensures a deliberate impact on all aspects of people's working lives.
We want all organisations to expand their use of feedback across the enterprise. Not only will it make life better for your people, but it will also impact the success of your organization.
The Joyous Impact Framework Principles
Enterprise-Wide over Function-Specific
The framework covers all strategic areas of a modern organisation. Senior leaders use the framework to collaborate when planning campaigns. Thus reducing the overlap and overload that occurs when leaders gather feedback in silos.
Structured over Disorderly
The framework covers everything from strategic alignment to how we deliver campaigns. Conversations are deliberately structured. They solicit actionable themes using a method that minimizes disruption and maximizes impact.
Flexible over Prescribed
Each organization has unique challenges and common terms for elements of the framework. The framework is designed to be flexible, and we work in partnership to tailor it for each organization.
Conversational over One-way
While campaigns get prioritised by leadership, Joyous routes the feedback to the right people to respond. Those people can then ask for more information, provide support and build relationships.
Actions over Measurements
Joyous conversation data is well-suited for gathering actionable themes. This leads to better outcomes, faster. And allows us to make full use of the expertise of your workforce to solve your biggest challenges.
Campaigns
Joyous campaigns are organised by topic within the Impact Framework. Think of them as well-defined templates that are easy to tailor to your unique challenge or problem.
Figure 3 - Joyous Recommended Campaigns
The 36 campaigns in the figure above are ideal for organizations to consider when planning their campaign schedule. The order in which campaigns are prioritized and the extent to which they are tailored is completely flexible.
Additional campaigns are available for each of these areas. Joyous also regularly creates bespoke campaigns as needed.
The remainder of this section provides an overview and sample campaign for each impact area.
People
Figure 4 - People Key Impact Area
The focus of this area is to positively impact the experience of your people. The challenges many organizations face are the same as they have always been. However, they are amplified by the effects of a long-term pandemic.
For example, ensuring that individuals have a smooth onboarding experience to set them up to be successful in their roles. So the Improve Onboarding Effectiveness campaign helps identify people's ideas, impediments and required resources relating to this challenge.
Figure 5 - Improve Onboarding Effectiveness campaign
Patient / Customer
Figure 6 - Patient / Customer Key Impact Area
The focus of this area is to positively impact the experience of your customers or patients. Joyous uses the knowledge of your customer/patient-facing workforce to impact customer/patient growth, quality of service and advocacy.
There is a direct link between customer/patient satisfaction and the experience of your customer/patient-facing workforce. The intention is to compliment your customer/patient Experience tool, not replace it.
Many organizations run regular Customer or Patient campaigns. Each targeting a specific product, activity or issue. The more targeted a campaign is, the more likely it is to make an impact.
For example, ensuring that your workforce can complete common activities the first time will increase customer/patient and team satisfaction. So the Reduce Repeat Activity campaign helps identify people's ideas, impediments, and required resources relating to this challenge.
Figure 7 - Reduce Repeat Activity campaign
Operations
The focus of this area is to impact the productivity and output of your workforce. Operations exist across all functions and divisions.
Consistent operations help organisations to: improve their ways of working; improve the adoption and effectiveness of tools and processes; and ensure people are clear on their goals and focused on achieving them.
Many organizations run regular Operations campaigns. Each targets a specific tool, system, process or best practice. The more targeted a campaign is, the more likely it is to make an impact.
For example, increasing the adoption of tools can save an organization time and money. So the Increase Adoption of Tools campaign helps identify people's ideas, impediments, and required resources relating to this challenge.
Figure 9 - Increase Adoption of Tools campaign
Sustainability
The focus of this area is to address the impact that organizations are having on their people and their communities. Sustainability focuses on environmental impact, social impact, and governance.
Championing sustainability can reduce business costs, inform innovative strategies, and can improve business reputation.
Many organizations run regular Sustainability campaigns. These campaigns can work in a broad context. They are also suited to target specific products, services and risks.
For example, reducing your carbon footprint mitigates the effects of climate change, improves public health, and boosts the global economy. So the Reduce Carbon Footprint campaign helps identify people's ideas, impediments and required resources relating to this challenge.
