Full-year - Chime Communications PLC

Chief Executive’s reviewA time for trustThe credit crunch has triggereda global conversation aboutbusiness. Governments aretaking part; the media has aleading role; the internet is alivewith comment and criticism;regulators are actively engaged;public policy groups arecontributing and customers ofall types of businesses are vocalin their opinions about what hasgone wrong and what needsto be put right.If you are not taking part in this global debate, it’s unlikelythat you can become part of the solution. Never have thereputations of governments, public bodies, businesses,brands and NGOs depended more on communications.Across the Chime Group, we are working with our clientsin each of these sectors and trying to help them havea constructive voice in the debate. If you don’t take part,you risk your reputation. If you do take part, you needto have clarity on where you stand, what you do andwhat your overall point of view is.So despite the uncertain economic conditions we findourselves in, the need for communication has never beengreater. If you add to this need the continuing explosionof communication options available for our clients – evenpoliticians are Twittering – the need for moderncommunications is clear.A recent research study by Opinion Leader examines thedeclining degree of trust that people have in all organisations.Being seen to push vested interests or demonstratingincompetence undermines trust; understanding customerneeds and addressing them in what a business says anddoes, help to build it. Helping our clients to maintain a trustedvoice in the ongoing debate is where we come in.Trusted organisations are those that can demonstrate thatthey walk in their customers’ footsteps. They are confidentabout being transparent in what they say and in how theyhandle disagreements or criticism. They understand thatcommunication is as much about listening as persuading.They embrace the information age by having a 24/7approach to communication, whether answering thedemands of the media or taking part in social networks.This Annual Report demonstrates how companies that canhelp to build this trust continue to add value to clients despitethe difficult economic climate. Throughout our divisionalreviews you’ll find a number of themes that help to explainthe resilience of our companies’ performance: diversifiedbusiness models; healthy exposure to public sector workin PR and advertising; leading expertise in CorporateResponsibility (CR), where demand is being driven by theregulatory environment; strong growth in internationalbusiness. The progress of our Middle East business andfinally progress in sports marketing which is becoming acritical aspect of major clients communications. I wouldargue, though, that the most important factor is the qualityof the work across all of our divisions, a reputation forinnovative and effective solutions, and a proven trackrecord for building trust and reputation.“Never have the reputationsof governments, publicbodies, businesses, brandsand NGOs depended moreon communications.”4Chime Communications plcAnnual Report & Accounts 2008