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Stakeholder dialogue
Getting a meaningful handle on stakeholder needs and expectations calls for open, two-way, transparent dialogue conducted through institutionalised channels.
The CSR Management System envisages two kinds of channel for this communication: those which identify stakeholders’ needs (upward channels) and those used to inform stakeholders of the actions taken in response (downward channels).
Downward channels
Society
- Obra Social and Fundación portals
- Brochures publicising calls for social welfare projects
- Obra Social and Fundación annual reports
Customers
- Branches
- Internet portals and Internet Branch
- Mobile Branch
- Telephone Branch
- ATMs
- Ofibus
- Correspondence
Suppliers
- Interviews
- General mailboxes
Environment
- Corporate website
- CSR Report
- Obra Social portal
- Newsletter En30segundos
- Intranet
All stakeholders
- Portals
- External Corporate Social Responsibility mailbox
- Annual reports
- Lectures, forums, workshops, press releases, participation in studies and sundry publications, and news items in the media
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Intranet
Much more than a simple information channel, the corporate intranet is one of the main working tools of Caja Madrid people. All professionals have free access to its contents, which include a global and personalised service offering and tools that can help staff in their daily activities. It relays real-time news on the Organisation's activities, forthcoming events, press dossiers, press releases, information on advertising campaigns and sponsored events, environmental information, Caja Madrid periodic reports, etc
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La Caja magazine
A two-monthly magazine aimed at all Caja Madrid people with news on the organisation, special features on branches or departments, staff interviews, updates on Obra Social, Fundación, the Finance Corporation, etc.
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Newsletter En30segundos
An e-mail publication informing Caja Madrid employees about the main internal developments of the last few days. A number of versions are produced for different target publics: En30segundos Empresas, En30segundos Banca Personal, En30segundos Obra Social, En30segundos Especial, En30segundos Direcciones de Negocio.
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Circulars
Official corporate communications of no fixed frequency, dealing with regulatory novelties, changes in the Caja Madrid organisational structure or new product launches.
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Al Día
A news round-up published in real time on the intranet.
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Press Dossier
A dossier is compiled daily containing all media items on Caja Madrid and a round-up of the main national and international financial news. Posted on the intranet first thing in the morning and also e-mailed direct to Management Committee members.
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Línea Personas
Special telephone help line that provides a direct link between Caja Madrid and its professionals for dealing with any matters not requiring a personal interview. Línea Personas is a confidential, personal, direct, continuous service with a fast response and delivery time, and handling around 53,000 enquiries a year.
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e-personas portal
The e-personas portal came into being along with the “Internet at Home” project, to facilitate staff access to the internet. It seeks a more personal staff/organisation interface supported on two differentiated environments: Family environment: for all members of the family unit, so the IT and internet worlds become part of their home life; Professional environment: aimed at the Caja Madrid professional and accessible from both workstations and home computers.
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Environmental management mailbox
An employee interface with the Organisation for matters of environmental interest, where they can state their views or put forward improvement suggestions that contribute to the betterment of our environmental performance.