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).
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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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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 comprehensive 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, Caja Madrid periodic reports, etc.
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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 fast response and delivery
time, handling around 53,000 enquiries a year.
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e-personas portal: Two-way communication channel via intranet or Internet.
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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.
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A través de la interacción con entidades y/o instituciones en el marco de un diálogo y colaboración continuo.