Source: NEN Handbook ‘The implementation of SR – Best practices and tools for ISO 26000’

Free download tool: Stakeholder communication matrix

The stakeholder communication matrix is a tool that displays the SR communication with
stakeholders. It enables the organization to obtain an overview of the SR issues and the required
communication about those issues with stakeholders. The matrix uses important input from the issue
matrix.

The matrix has a twofold objective:

1 Providing an overview of the SR communication with stakeholders;
2 Involving the organization and assigning those responsible.

Structuring the SR communication

Communication on SR requires a thoroughly considered and goal-oriented approach. The nature,
depth and frequency of communication may differ per stakeholder. Two-way communication and
dialogue with stakeholders depend on the issue and the impact on the stakeholder or the
organization. One-way communication and 'supplying' (newsletters and product information) or
'picking up' (website information and an SR report) can be sufficient in specific cases. The
stakeholder communication matrix is a tool for structuring the communication.

Example of a stakeholder communication matrix.

Stakeholder SR issue/aspect Communication Primary Communication
(category) (form) manager frequency
Customers Fair marketing of SR Information sessions + Sales Manager 1 x per quarter
aspects of new products special SR product folder
(distributors)
Customers Fair marketing of SR Product data + support Customer Daily support by
aspects of new products by telephone (reactive) Service telephone
(consumers)
Manager
Employees Using home working Department sessions and Department Every month
options for office staff pilot head (+ HRM
support)
Sector Establishing criteria for Special sector working Production 2 x per year
dealing with lithium group meeting Manager
organizations
waste
Suppliers Safety officers in the Dialogue during special Procurement Ad hoc (min. 1 a
production process of suppliers meeting Manager year)
(from Eastern
batteries
Europe)
Suppliers Working conditions for Site visits + awareness- Procurement Ad hoc (min. 1 a
women in factories raising programme Manager year)
(From Asia)
Local residents Smell pollution during Open forum with local QHSE Manager 2 x during the May
the summer months residents to September
period
Local government Creating more youth Dialogue on work/school HRM Manager September +
employment project January

The following columns may be optionally added:

■ Impact of stakeholder on the organization;
■ Priority per stakeholder (category).

www.iso26000bestpractices.com Free download tool June 2013