Messukeskus
Partner’s Playbook
MESSUKESKUS | PARTNER’S PLAYBOOK
Welcome, Partners of Messukeskus!
You are now browsing a playbook that will help guide you through the interesting and active world of Messukeskus! Read and learn how to best act and succeed doing #Messukeskus work.
MESSUKESKUS | PARTNER’S PLAYBOOK
A portrait of a Messukeskus employee As our partner, you play an important part as a member of the Messukeskus customer service team. Welcome to our expo family! Together we work for the benefit of our customers.
MESSUKESKUS | PARTNER’S PLAYBOOK
“Be yourself; everyone else is already taken”, said a wise man called Oscar Wilde once. Just be you – there’s no need to be too formal. We like you just the way you are. The best way to do #Messukeskus work is to be open, social and curious. Responsibility is embedded deep in our values. We are responsible for people, economy and the environment. We talk to each other; not about each other. We also respect diversity, because it offers us different points of view. Feedback is a gift, which is given directly, constructively and with respect. We don’t judge people. You can never thank people too often – kind words are heart-warming. Messukeskus employees’ have summarised their common values: Licence to smile • We are motivated, and we inspire others • We show respect • You feel good in Messukeskus Boldly tackling new challenges and keeping up to date • We simplify things and focus on the customer • We learn from failure and success • We listen and try new things Being responsible • We take responsibility for our own work • We take responsibility for making our customers succeed • We take responsibility for people, environment and economy
MESSUKESKUS | PARTNER’S PLAYBOOK
Customer first We focus on the customer and prioritise customer service. Every encounter affects quality – everything we do is communication. The response time of our customer service team is 24 hours, and we other Messukeskus employees try to do the same. The response time of 24 hours concerns email messages, call back requests and messages sent via social media channels. Helping customers is of course the best service. Particularly when a customer is unhappy with a practice or a system. In these kinds of situations, it is best not to take sides, but to carefully listen to what the customer has to say and to ask for development ideas. Many things get done well mainly because partners and Messukeskus employees work together seamlessly for the benefit of customers. So let’s be good colleagues, respect each other’s input and value collaboration under this big roof.
MESSUKESKUS | PARTNER’S PLAYBOOK
Let’s smile and greet Messukeskus employees are in the habit of greeting one another and the customers in a friendly manner. A smile is a sure way to save the day. If somebody doesn’t greet you back, it is their problem. Don’t take it personally. If you see a customer waiting for somebody in our facilities, feel free to ask if there is something you can do for them. This is how you get your colleagues’ customers in a good mood. We have a great opportunity to get to know one another and different teams at lunch and common events. Feel free to sit down and chat with people you don’t know yet; and why not meet Messukeskus employees and other partners for lunch? Most of the time we can move freely in the public spaces of Messukeskus. Sometimes we have guest events, and access is limited at the Gallery and in the halls. These events and alternative routes are communicated to us well in advance. We respect our customers’ events by following instructions.
MESSUKESKUS | PARTNER’S PLAYBOOK
Responsibility Responsibility is in the DNA of every Messukeskus employee, and it covers people, businesses and the environment. #Messukeskus work has promoted Finnish business life for more than a hundred years. We are determined to be a 110-percent carbon neutral event venue in 2029, when we celebrate our 110th anniversary.
MESSUKESKUS | PARTNER’S PLAYBOOK
We try not to print on paper too much, we recycle our waste following instructions attached to the trash can cabinets, and we switch off our computers and screens in the meeting rooms at the end of the day. If something needs to be fixed or there is a leaking tap, we contact our skilled maintenance team straight away. We take sustainability into account in procurement, too. We favour public transport for environmental reasons. There are ecopoints in every hall, and all building materials are carefully recycled, too. Keeping the tools in their own places improves occupational safety and prevents incidents in the halls. When you keep walkways open and keep your tools where they should be, you don’t have to waste time looking for them. Safety in general is everybody’s responsibility. The top safety professionals work in the control room. In case of an emergency, they are there to help you 24/7.
MESSUKESKUS | PARTNER’S PLAYBOOK
Efficient meetings Messukeskus employees are punctual, and they respect others’ working time by going to meetings prepared and on time and taking part actively. They don’t just show up and be passive listeners. However, everybody is late sometimes, and then it would be a good idea to send a text message to the host. There is always an agenda at our meetings. It is prepared and delivered to the participants in advance. The agenda helps you get ready for the meetings. You can also use them to choose between several meetings if you happen to be extremely busy. A clear to do list saves everybody’s time. We are also in favour of allocating tasks in an efficient manner. Memos are kept as short as possible, and phones are kept on silent at meetings. If you receive a call that you have to take – for instance, from your children –, you can step outside the meeting room for a minute.
MESSUKESKUS | PARTNER’S PLAYBOOK
We work in a modern way Messukeskus employees often work remotely. Remote work is ordinary work, but we just do it at home, in a cafĂŠ or some other place. However, it is important to remember that you should be able to reach us by phone or email. We can also easily attend meetings remotely using Teams.
MESSUKESKUS | PARTNER’S PLAYBOOK
Tools and workflow We use digital tools at #Messukeskus work every day, and we have quite an impressive variety of tools at our disposal. As our partner, you can follow our news in the newsroom of our site (www.messukeskus.com) or using the Finnish Kumppaniverkosto channel of Yammer if you follow Yammer because of your role. Yammer is an excellent tool for communicating with people, so feel free to use it to send development ideas about Messukeskus events and practices. As Messukeskus employees, we avoid having meandering email conversations with a large number of colleagues. It is much easier to have a conversation via Yammer or face to face. Email is best used as a channel between only two people. When writing an email message, keep the topic and the message brief and to the point. Consider what kind of reaction you are expecting from the receiver. Do you want them to comment on your message, or are you sending your message FYI? If you have something negative to say, don’t do it via email, because the risk of misunderstanding is so high. The same goes for personal matters that should be kept confidential. Remember that email messages are as open as post cards.
MESSUKESKUS | PARTNER’S PLAYBOOK
Social media Every partner is free to post as much as they want about Messukeskus on social media channels. However, please remember not to tell anything about confidential projects or ongoing business before they are made public. We also respect confidential customer relationships. You are allowed to praise our great event venue and are even encouraged to do so. You can share details of our affairs to the same extent you would tell about them to your friends.
Safety and data protection When moving around the facility, we keep our access cards hanging around our necks. If you lose your tag or key, please inform the control room immediately. If there is a stranger wandering around the office, you should ask them if they need assistance. According to our safety instructions, everybody accessing our office should either have an access card or a host with them. We are extremely strict about matters concerning the GDPR. We don’t normally disclose any information to third parties, and we don’t purchase registers from unknown parties. Our privacy policy statements include the instructions, which we follow carefully.
MESSUKESKUS | PARTNER’S PLAYBOOK
Learning new things Messukeskus offers its partners training about the use of tools, safety and customer service, for instance. You are warmly welcome to join the trainings! It is worth taking care of your personal development, and study new trends with your colleagues and the contact person of Messukeskus. Share your knowledge with your colleagues to multiply the benefits.
Having fun Laughter is the best therapy when too much is happening too fast. #Messukeskus work is sometimes done at a fast pace, so laughing is almost a necessity. We are glad to hear different kinds of laughing styles often. Joking is of course allowed and even highly recommended. Nothing saves your day better than a friendly expo prank.
MESSUKESKUS | PARTNER’S PLAYBOOK
How are you feeling? New ideas are very welcome at #Messukeskus work. Messukeskus may be a hundred-year-old business, but we refuse to show the rigors of old age! We try to grow our business and develop new ideas in a diverse and active manner. The world is changing, and we are trying to improve our operations. Sometimes it means that things are not done the same way we used to do them. We encourage our colleagues who dare to do things differently! Nothing is better than to look at things from our customers’ points of view or otherwise from a new perspective. You can present your ideas to your Messukeskus colleagues face to face or via Yammer, for instance. The playbook is constantly being developed. If you notice things that should be completed or updated, please tell your Messukeskus contact person about them.
MESSUKESKUS | PARTNER’S PLAYBOOK
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