“Making Internal Communication a Culture Must-Have”

1. “Making Internal Communication a Culture Must-Have” By: Dustin Hostetler, Flowtivity Sarah Johnson, Inovautus Consulting

2. Polling Question: What size firm do you represent?

3. The CPA Consultants Alliance The mission of the CPA Consultants’ Alliance is to explore leadership issues facing the profession and develop and share solutions that benefit practitioners.  CPA Consultants' Alliance members support each member’s growth and collaborate to make a difference in the communities we serve.

4. The Storm is Brewing 78 Billion Baby Boomers Retiring over the next 15 years Less than 50 billion Gen Xers Unemployment within the CPA profession ~3% -- nearly “full employment” and growth in jobs is projected at 18% by 2016 Younger CPAs with talent can find employment anywhere or start their own practices with so many retirees willing to transition their books

5. Our Leadership Research In spring 2012, conducted an online survey of 788 CPAs and CPA firm administrators in public accounting In spring 2012, conducted an online survey of 788 CPAs and CPA firm administrators in public accounting 3.3% of respondents were sole practioners and 2.2% represented the big 4. The balance were CPA firms with between 2-75+ partners. * *full response data can be found in the whitepaper

6. Our Leadership Research 46% of respondents represented owners, shareholders and partners 15% senior managers and directors 7.8% manager level accountants* *full response data can be found in the whitepaper

7. The Leadership Research Top 3 Most Important Characteristics Integrity Ability to develop a strong team and delegate to them Be visionary

8. The Leadership Research Top 3 Missing Characteristics from the partner, owner and shareholder perspective. Motivate others The ability to develop a strong team and delegate to them Being Visionary

9. The Leadership Research Top 3 Missing Characteristics Communicates at the right time, to the right audience The ability to develop a strong team and delegate to them Being Visionary

10. What This Means For CPA Firms Today Photo Credit

11. Defining Internal Communication

12. What is Internal Communication NOT a policy, memo or email NOT a one time event IS a consistent process to get people on the same page

13. What is Internal Communication We retain approximately 10 percent of what we see; 30 to 40 percent of what we see andhear; and 90 percent of what we see, hear, anddo.

14. What is Internal Communication • Excellent Client Service requires excellence in internal communications • Communication of client knowledge, information, engagement status, expectations, future needs

15. What is Internal Communication • Teamwork requires timely communication • Be on the same page for your clients • Internal Customer Dynamic

16. Polling Question: What channels do you currently use to communicate to your employees?

17. Where Internal Communication is Needed Marketing & Business Development HR Leadership Training Building a culture Client Service

18. Where Internal Communication is Needed Marketing & Business Development Expectations for new business Roles/Activities in marketing Ties to promotion and compensation HR Firm policies and procedures Performance feedback Recruiting Career path opportunities

19. Where Internal Communication is Needed Leadership/Culture Mission Vision Core Values

20. Polling Question: What communication methods does your firm use to communicate review points on engagements?

21. Where Internal Communication is Needed Client Service • Audit • Scheduling • Interim and Planning • Pre-Fieldwork and Fieldwork • Wrap-Up

22. Where Internal Communication is Needed Client Service • Tax • Request Lists to clients • Readiness to start Preparing Return • Collaborative Review • Assembly and Delivery Instructions

23. When to Communicate Frequently and Often

24. How to Communicate

25. How to Communicate Director of Internal Communication Owns internal communication function Develops and crafts messages and key points Preps and arms your mid-level managers to field questions

26. Polling Question: Do you believe “collaborative review” can benefit your firm and client engagements?

27. How to Communicate Client Engagements: • Voice and Real-Time vs. Text and Delayed • Benefits: • Timelier completion and better service • Improved Training and Development • Remote Options • Video Conferences • IM • Pick up the old-fashioned phone… • Proactive, timely, real-time communication strategies are a must for managing and reviewing engagements effectively

28. CPA Firm Insights

29. Panel of Experts Gary Thomson, Regional Managing Partner, Dixon Hughes Goodman Mike Sibley, Audit Partner,

30. 1. Describe the improvement that you have seen from more effective internal communication in your processes?

31. 2. What are unique approaches or non traditional channels you are using to communicate internally? What has been the impact of this approach?

32. 3. What is the process you went through to implement and get the buy-in for the new processes?

33. 4. What are 1 or 2 things you wish you had done differently as you implemented these changes?

34. 5. What types of things are you communicating and how frequently?

35. Questions

36. Connect with Us Visit our website to: • Download the Whitepaper • Subscribe to our newsletter Next Webinar: • September 24, 2013, The Quest to Build a Learning Culture CPACONSULTANTSALLIANCE.com Dustin Hostetler, Flowtivity • 330-345-1646 • dustin@flowtivity.com Sarah Johnson, Inovautus • 773-208-7170 • sjohnson@inovautus.com Connect with the CPACA Connect with Your Speakers