In crisis situations, employees emerge as the main stakeholder. Only transparent, reliable and continuous information can create cohesion and commitment in the workforce.
Internal communication is strategic, as is identifying the key channels at all times to promote the dissemination of different messages and innovating in formats and tools. At Bankinter, senior management assumed internal communication in the first person during the pandemic, reporting daily on how the situation was progressing, as well as the Bank's priorities. Focus has been placed on the safety and health of employees, as well as the measures taken to help customers. Bankinter created a microsite with all the details and specific sections containing useful information for employees and customers. The CEO sent a daily message to the entire staff with news and internal indicators of the crisis, both in email format and in video format, and was always close to the workforce.
Physical exercise was also promoted through a charitable challenge in which more than 600 employees participated, contributing minutes of exercise that were translated into aid money for the Spanish Red Cross.
An intranet microsite was created to collate the security protocols and measures adopted, as well as the main indicators of the progress and impact of the crisis. Every week during the state of emergency and after, the CEO addressed employees through a video that was also disseminated externally on social media. The employees themselves shared it from their profiles showing how proud they were to belong.
In short, Bankinter has reacted to a crisis never before experienced with its characteristic speed in its internal communications.
In October 2019, we launched the new Bankinter intranet, the daily access point to Bankinter for all employees, a work tool and an information point to keep up to date on everything that affects us inside and outside the Bank.
The main objectives of this transversal project are:
First, to personalise the intranet as much as possible and make it accessible, intuitive and modern from a technological and design point of view.
Second, to create a new information structure by grouping content by global themes thus making it easier to use and search.
In short, an intranet focused on the employee and with the possibility of personalising content based on the diversity of profiles we have at the Bank.
Bankinter has an External Communication department whose task is to respond to requests for information from the media, to disseminate Bankinter's activity and to identify opportunities for highlighting the Bank's performance. The area designs the global and specific strategies that aim to disseminate the mission, vision and values of the company in the media, in addition to its main results and actions.
In 2020, a very complicated year due to the pandemic, this department significantly increased the dissemination of news about Bankinter's measures to help companies and families overcome the financial downturn caused by the macroeconomic effects of the coronavirus. This allowed all its audiences to gain knowledge of the measures themselves as well as their application framework.
Through the independent consulting firm Rebold, the External Communication performs a regular quantitative and qualitative analysis of all media news items featuring Bankinter, comparing them with those of its main competitors. According to these analyses, and due to greater proactivity (as mentioned above), the Bank has increased its visibility in 2020, placing every month between the first and third position among the banks with the best media rating.
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