Friday, March 02, 2012


IWS Documented News Service


Institute for Workplace Studies----------------- Professor Samuel B. Bacharach

School of Industrial & Labor Relations-------- Director, Institute for Workplace Studies

Cornell University

16 East 34th Street, 4th floor---------------------- Stuart Basefsky

New York, NY 10016 -------------------------------Director, IWS News Bureau



Towers Watson


2011 – 2012 Change and Communication ROI Study Report

Clear Direction in a Complex World: How Top Companies Create Clarity, Confidence and

Community to Build Sustainable Performance

[full-text, 30 pages]


At a Glance

What drives ROI? Confirmed: Our fifth survey finds a strong

relationship between superior financial performance and effective

communication and change management — in any industry, region

or economy.


Effective communication and effective change management

make a difference. Organizations that are highly effective in both

their communication and change management practices are more

than twice as likely to significantly outperform their peers as

organizations that are not highly effective in either of these areas.

Creating a clear direction in a complex world requires conveying

a consistent story about the business, creating greater certainty,

confidence and engagement with employees, and building a shared

experience across diverse audiences.



Table of Contents

Executive Summary 2

Key Findings 3

Introduction 4

Defining Communication and Change Effectiveness 5

Assessing Effectiveness and Performance 6

Clarity 8

Confidence 14

Community 20

Conclusion 27



This information is provided to subscribers, friends, faculty, students and alumni of the School of Industrial & Labor Relations (ILR). It is a service of the Institute for Workplace Studies (IWS) in New York City. Stuart Basefsky is responsible for the selection of the contents which is intended to keep researchers, companies, workers, and governments aware of the latest information related to ILR disciplines as it becomes available for the purposes of research, understanding and debate. The content does not reflect the opinions or positions of Cornell University, the School of Industrial & Labor Relations, or that of Mr. Basefsky and should not be construed as such. The service is unique in that it provides the original source documentation, via links, behind the news and research of the day. Use of the information provided is unrestricted. However, it is requested that users acknowledge that the information was found via the IWS Documented News Service.


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