For around six years, Jim supported Orange with their internal communications. This mainly consisted of developing ‘reference guides’, which demonstrate how you should write about a particular product or service. Every phone, tariff or promotion gets one of these two-pagers. They’re circulated not only to Orange employees, but also people at relevant agencies and suppliers so that messages and tone of voice are consistent.
In addition, he helped to develop ‘The Pickles’, a fictional pan-generational family used to help call-centre staff deal with common queries and situations. These cartoon-style characters were undercut with humour to side-step any authoritarian overtones, and have appeared as posters, stand-ups, mouse-mats, playing cards, screen-savers and calendars.
More recently, he's been working closely with the brand team at Nokia, helping foster a better understanding of the role of language, and spreading the word about new brand initiatives to all corners of a large, spread-out company.
Elsewhere, we’ve written a series of intranet sites for the Nationwide Building Society and internal guidelines for Shell forecourt shops.