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National Australia Bank

Uniting over 34,000 remote employees as one in times of crisis

The National Australia Bank (NAB) is one of the four largest financial institutions in Australia, and serves over 9 million customers, at more than 800 locations in Australia, New Zealand and around the world.

Challenge

As the bank embraced changes in leadership, and its move to remote working due to the COVID-19 crisis, Workplace from Facebook became central in driving internal communications and fostering a sense of community within the organization.

By providing its people with a platform that delivered real-time updates and direct access to leadership, NAB built a strong, cohesive culture and kept employees focused on delivering for its customers.

From lending support in times of crisis to helping employees work better, Workplace from Facebook has integrated itself into the lives of NAB employees with over 85 percent of the company using it daily.

Results

85% of NAB employees use Workplace daily

Increase in mobile app users from 5,000 to 15,000 in just 4 weeks

How Workplace helped

Easing the transition into remote working

With the temporary displacement from their usual office environment due to the COVID-19 crisis, employees needed time to adapt to their new normal. Workplace from Facebook has helped NAB ease this transition for its employees. The convenience of the Workplace mobile app and the easy integration of existing tools enabled NAB to reassure its teams that work would not be disrupted, no matter where they were physically or what devices they were on.

As a result of remote working, NAB saw a jump in the number of mobile app users from 5,000 to 15,000 in just 4 weeks.

Fostering a strong sense of community and connectedness

Times of uncertainty can feel overwhelming. To drive a sense of community, open communication and connectedness, NAB used Workplace Groups as a company-wide platform that provided more than just answers and real-time information regarding the crisis. It gave NAB employees an avenue to share inspirational content and motivate one another, as they continued serving customers during difficult times.

With remote working, employees felt the need to be seen and heard more than ever. Interactive features such as Workplace Chat, Reactions and Comments allowed them to comfortably share their thoughts and have two-way conversations — creating a sense of belonging, even while apart.

Workplace from Facebook has since become the platform for NAB employees to connect and find everything from the latest business updates to meaningful stories — which is why more than 85% of them now use it daily.

Leading with a culture of transparency

Workplace from Facebook also enabled NAB to give employees direct access to leadership. “Communication during a crisis must be multi-way and constant. Workplace from Facebook has given our colleagues the opportunity to ask our company leaders any questions they want – and it’s our goal to answer every single question with transparency and candor”, shared Susan Ferrier, Chief People Officer of NAB.

Chief Executive Officer Ross McEwan connected with the whole organization via Live video to conduct the company’s townhall and took questions from employees across the bank. This encouraged NAB leaders to keep their lines of communication open, further strengthening NAB’s culture of transparency.

“Workplace from Facebook has been central to our communications during this time. It’s an amazing tool and I shudder to think what this crisis would be like without it!”

– Tony Story
Head of Content & Digital Channels, Corporate Affairs, National Australia Bank

For a free consultation about how Workplace could transform your organization’s culture, please get in touch

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