Employee communication
The better employees understand the mission, the more they can contribute. I present your news and views in motivating way.
Morgan Stanley Dean Witter
ePierce Solutions retained me to write a promotional brochure announcing a new employee portal, MSDW&i, for all Morgan Stanley Dean Witter employees around the globe. I also assisted with the web site content development.
Sample copy:
Easy Navigation
To understand your information needs, MSDW conducted over 20 focus groups with employees from various business units around the world. Employee views were taken into consideration in the intranet's design and organization.
The site is structured from the perspective of "i," meaning you. You'll see six broad classifications of information, each defined by "i" words such as "iBenefit."
Personalized information
Click on, or roll over, the "i" words with your mouse, and you'll see further categories and subcategories of topics. Although the categories are consistent across the Firm, the specific information you're looking for is personalized for your business unit and region. MSDW&i, also provides links to many other valuable company web sites. And what you see now is just the beginning. As time goes on, more and more information will be just a click away.
So when you have questions about working here, there's one place to go for the answers: MSDW&i.
Newsletter for the employees of Showboat Atlantic City. I produced 10 issues per year for 12 years.
Sample story:
Introducing the Casino Services Division
Their mission: to make customer service better than ever
Showboat takes customer service seriously. So seriously, in fact, that our company now has a new Casino Services Division, headed by Vice President Steve Webster, dedicated solely to making sure our casino customers have a terrific experience during their visits to Showboat.
"Our company's overall strategy is to enhance Showboat's position in the VIP slots and table games market," Webster says. "This division is part of that strategy. Our job is to provide the best possible service to our VIP and regular customers."
Seamless Service
The objective is "seamless service." "That means the service is invisible to the customer," Webster says. "It all happens behind the scenes."
So if we know a customer likes flannel sheets and the Wall Street Journal delivered with breakfast, those amenities are taken care of automatically. Likewise, the limousine is waiting for the customer at the appointed hour, a butler is ready to escort our guests to their room and restaurant reservations are checked and rechecked.
One of Webster's customers, for example, likes sugar-free apple pie. "We make sure she always has one waiting in her room when she checks in," Webster says.
Team Effort
Taking care of every detail, for every VIP customer, will require a concerted effort from the entire division. "The staff makes it happen, not me," Webster says. "I'm only as good as the people around me." And, Webster happens to believe that Showboat has the best slots and table games departments in Atlantic City.
So not only will we serve customers well, we'll do it all with the Showboat flair. "We want to put that personality into our work, and make sure we have a relationship with each customer," Webster says. "We will have a group of people dedicated to our VIP customers, developing relationships with them and understanding their needs and wants.
"We sell an experience," Webster continues. "If customers don't have a good time here, they're not going to come back. We want our customers to say there's nothing better than a Showboat experience. So when they want to visit a casino, they will want to come to Showboat."
