Guiding Post Office’s Social Strategy

I collaborated closely with the Post Office to lead the development of three essential strategic playbooks, designed to strengthen their social media and communications efforts in alignment with the organisation’s newly defined brand purpose and long-term objectives for 2021 and beyond.

These playbooks were crafted to provide structure, clarity, and consistency across the Post Office’s digital presence, empowering internal teams to engage audiences more effectively, respond to crises with confidence, and create meaningful, purpose-led content. The deliverables included a comprehensive Social Media Engagement Playbook, offering best practice guidelines and engagement principles; a Crisis Strategy Playbook, outlining processes for early issue identification, escalation, and response; and a Content Recommendations Playbook, providing actionable insights to guide tone, creative direction, and campaign development.

Together, these resources established a cohesive framework for the Post Office’s digital communication strategy, ensuring alignment between brand purpose, audience engagement, and day-to-day execution across social channels.