internal communications tool and will eventually be phased out
“Working teams were initially created to
train managers on the app, and training is still
ongoing. We have monthly sessions with Eko
still, which conducts onboarding, training and
ideation sessions,” says Vellasamy.
The result
From almost a standing start, the platform is
now used on a daily basis and is scoring some
exceptional early results.
“Approximately 11,000 to 12,000 staff
engage with Chili each day collaborating via
the app, and there are more than 600
centralised posts from AirAsia. Up to the end
of 2019 some 887 ‘tasks’ had been designated
or created,” says Vellasamy.
Around two to three corporate messages are
now sent every week, and more than 80% of
the workforce read them.
According to Pornpawee Assawataevi, SMB
customer success lead at Eko, a particularly
International case study Operational efficiency
encouraging result has been the creation
of more than 100 mini hubs of people.
This is where staff can talk to each other,
catch up, and share gossip – everything
from the football (this is massively
encouraged) to the latest work-related
requests or technical updates.
A further surprise has been the impact it has
had on using email as a communication tool.
“Average daily emails for AllStars used to be
a massive 2,642,978. Since the rollout now it’s
down to 31,666. As such email has been
completely closed down as an internal
communication tool, and the plan is to phase
out email completely,” says Assawataevi.
Anecdotally, customer service is being
positively affected as now staff can share
information about flight delays, late take-offs
and landings with their colleagues on the other
side of the world, who can then pass this on to
waiting family at airports. HR
Importing back home...
It’s becoming increasingly common for
organisations to want to centralise their
employee interactions into a single
solution to cut down complexity and
boost participation.
Last Autumn the world’s largest online
seller of used books World of Books
deployed StaffConnect’s engagement
platform to keep its workforce connected,
as 75% of its staff work outside offi ces
in warehouses
and distribution
centres.
What singles
AirAsia out is its
commitment to not just having a topdown
communications and employee
engagement platform, but allowing the
mass participation of its staff base to
create more of a sense of family.
In focus:
Malaysia’s
engagement
and culture
Malaysian staff
engagement levels are
above the global
average. Data from
Qualtrics’ 2020
Employee Experience
Trends: Malaysia report
reveals average
employee
engagement in
Malaysia stands at 54%
versus the global
average of 53%. This
puts Malaysia as
having the seventhmost
engaged
employees in world.
Data reveals
Malaysians intend to
quit their jobs every two
years – but what
encourages them to
stay the most is being
given the right
resources to do their
job properly (73%),
understanding the link
between the role they
play and the
company’s strategic
objectives (62%), and
recognition (59%).
Qualtrics also finds that
when Malaysian
employers provide the
right communication
channels, they achieve
an engagement score
of 58% compared
to 42% for those who
do not.
hrmagazine.co.uk April 2020 HR 49
All Photographies: Air Asia Berhad
/hrmagazine.co.uk