TMC Strategic Communications ISSA Case Study

International Social Security Association

Member
centric
strategy.

Developing a member-centric strategy for the international member organisation, ISSA – leaders in global social security administration training and advice.

The Results

brand clarity and positioning

comprehensive suite of resources

increased member engagement

Services Provided

The Brief

  • Ensure that all members to have an understanding and appreciation of the values of the ISSA products and services
  • Provide awareness for members of the scope and extent of the ISSA ‘knowledge base’
  • Enable the ISSA to build links to functional heads within member organisations to broaden the depth and breadth of interactions
  • Build on the ISSA’s regional presences to be closer to its members
  • Encourage all members to engage in at least one activity per year
  • Create at least one interaction for all members with the ISSA each year
  • Facilitate member to member networking and knowledge sharing

The Solution

Following a series of interview sessions with key stakeholders from the ISSA, the initial brief was adapted. Part of this new brief was to further explore how we could improve external engagement with member organisations, as well as enhance internal communication throughout internal departments.

We segmented the project into three key focus points:

Audience Profiling

To strengthen its value proposition and create an authentic member-centric communication strategy, the ISSA needed to fully understand the individuals within their member organisations. By profiling individuals and member organisations the ISSA has gained a deeper understanding of their target audiences; their wants, their desires and most importantly their preferred methods of communication.

Content Development

Through detailed profiling of members, the ISSA is now able to communicate more effectively across all channels. Content is personalised and tailored to member organisations as well as the individual’s needs. This move towards user-defined content strengthens the ISSA’s relationship with its members and enhances levels of engagement with all products and services.

Website Development

Our team of developers have migrated the ISSA website to a more advanced and user-friendly platform. Communications are dynamically driven by the individual’s profile data, with content delivered according to the individuals’ location, language preference, job role and position within a member organisation. This member-centric approach to communication is the key pillar of activity for the next triennium.

TMC Strategic Communications ISSA Case Study

“TMC helped define our target audience and the appropriate channels of communication. They also delivered clarity and consistency to the assets that are the core of the ISSA.”

Graham Minton - Director of Member Service & Promotion, International Social Security Association

“TMC helped define our target audience and the appropriate channels of communication. They also delivered clarity and consistency to the assets that are the core of the ISSA.”

Graham Minton - Director of Member Service & Promotion, International Social Security Association

With headquarters based in Geneva, Switzerland, The International Social Security Association (ISSA) is the global organisation that brings together national social security administrations and agencies. Founded in 1927, the ISSA has more than 330-member organisations in 158 countries. The ISSA’s affiliate membership includes government departments, institutions, agencies, other entities and (non-international) federations.

TMC Strategic Planning

“Creating a truly member-centric strategy is only possible by understanding an organisation from the inside-out by utilising our workshops to extract and understand key information.”

Adrian Whitehurst - Account Director, TMC

“Creating a truly member-centric strategy is only possible by understanding an organisation from the inside-out by utilising our workshops to extract and understand key information.”

Adrian Whitehurst - Account Director, TMC

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hear from you…

If you would like to increase member participation and enhance your member-centric services, contact us today.