COVID-19 internal communications Liberty Mutual Insurance July 21, 2020 Kathryn Kennedy, Director of Internal Communications, Liberty Mutual Insurance Kathryn Kennedy, Director of Internal Communications, Liberty Mutual Insurance
COVID-19 presented Liberty Mutual – and the world – with unprecedented challenges ▪ Liberty Mutual’s response has been guided by our Values and three key principles: 1. Protect the health and safety of our employees 2. Live our Values by acting responsibly and putting our people first 3. Continue to meet the needs of our customers ▪ We brought the right people together to make rapid decisions to protect the health and safety of our employees, informed by internal and external experts. Kathryn Kennedy, Director of Internal Communications, Liberty Mutual Insurance 2
Executive leadership communicated frequently and transparently with employees as the situation escalated… Mar 11 AE Mar 24 Voluntary WFH AE CEO message Mar 3 AE announcement Mar 19 Business M Mar 17 Mar 12 M Philanthropic travel Preview of Jan 30 Mar 6 AE Voluntary WFH M response details restriction AE COVID-19 Update from Chief Travel restriction to details for from CEO time mainland China T&ES Officer managers off M Mar 5 AE Feb 28 M Feb 1 Mar 27 AE Mar 18 AE Mar 16 AE Preview of Additional Public health Updated Details Mandatory voluntary WFH travel emergency resources for about WFH AE Mar 11 policy, travel restrictions declaration and working COVID-19 announcement CEO update AE Mar 23 restrictions, travel remotely related time from Chief CEO video visitor restrictions T&ES Officer message guidelines AE Mar 11 WFH AE All employee communication technology tools M Manager communication from CIO Kathryn Kennedy, Director of Internal Communications, Liberty Mutual Insurance 3
LM Technology provided additional capabilities to support our virtual workforce LM AnyWhere VDI Gateway Ability for employees to access online Provides employees with all the versions of Microsoft Office (Outlook, apps they need to do their work Word, PowerPoint, Excel, etc.) to do through a virtual desktop image via their work from any machine from the internet anywhere Zscaler – cloud first access Prioritized Remote Access Provides the ability to prioritize VPN Provides a cloud-based alternative to our access and network bandwidth via Virtual Private Network (VPN) exclusion lists (non-critical roles) or proxy blocking (video, social media) Kathryn Kennedy, Director of Internal Communications, Liberty Mutual Insurance 4
Internal communications has played a critical role throughout the crisis by… Coordinating frequent and transparent Partnering with multiple functions to leadership communications across the promote the policies and resources created to support employees ’ physical, financial, and enterprise to keep employees informed and engaged. mental health and well-being. Ensuring that our Values are the Creating new channels and tactics to foundation for all of our internal engage our employees around the world . communications . Kathryn Kennedy, Director of Internal Communications, Liberty Mutual Insurance 5
We quickly created a dedicated COVID hub on our myLiberty homepage One location for employees to find the most up-to-date information, policies, resources and tools created to support them through the COVID-19 crisis. Kathryn Kennedy, Director of Internal Communications, Liberty Mutual Insurance 6
We focused on helping our employees navigate our new way of working virtually by launching new workstreams Listening Feeling Adapting How Keeping & Learning Secure We Work Spirits Up What Matters Most Personal Well-being Lead Through Foster Connections Uncertainty Understand the moments Share resources to build Create a sense of that matter most to resiliency and enhance Articulate ways to lead and belonging to the global employees right now social/emotional, physical, motivate employees in a community and connection and financial well-being virtual environment in this environment while Market Intel living our Identity and Identify ways to adapt our WFH Best Practices Synthesize insights from Values benefits plans to help drive external parties on how to Share ways to stay a sense of security adapt to this new world connected in a virtual environment Kathryn Kennedy, Director of Internal Communications, Liberty Mutual Insurance 7
We created new communication opportunities to reinforce our Values and engage employees around the world… Kathryn Kennedy, Director of Internal Communications, Liberty Mutual Insurance 8
…and we have continued to communicate frequently with employees throughout the evolving crisis. Thank you, Mr. Long. I'm so proud of how Liberty is handling this Thank you both for your commitment to keep us informed and giving us crisis. Liberty has protected employees from the moment this began the resources we need to do our jobs! Stay Safe as well! - with the travel ban, the seamless transition to remote work, and Thank you, Melanie and David for your leadership during this time. I've accommodations for the unique circumstances each employee faces never been more proud to say I work for Liberty. We will get through this based on their health and family needs. I wish your family well, and I and come out stronger on the other side. Stay safe and healthy extend the same wishes to all of my colleagues and their loved ones. everyone. Take care everyone! Thank you to everyone who was, what seemed I started at Liberty on 3/16, the day the mandatory WFH like, light years ahead of other companies in their was announced. I have to say, as a new employee, I am response and understanding. blown away by leaderships response to this situation and continued encouragement. I feel so grateful to be a part of this team and I am so impressed. Thank you! Love seeing so much involvement and making the best of the situation. Keep SGLN coming, I look forwarding to seeing these. Many prayers to you and your family. The company's So nice to see what other countries are doing to stay connected. I love response to COVID-19 has been amazing and has truly hearing all these wonderful stories! I look forward to watching these shown how we live our values of "putting people first." videos. THANK YOU! Kathryn Kennedy, Director of Internal Communications, Liberty Mutual Insurance 9
What’s happening now? Kathryn Kennedy, Director of Internal Communications, Liberty Mutual Insurance 10
Kathryn Kennedy, Director of Internal Communications, Liberty Mutual Insurance
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