Employee engagement goes beyond happiness and job satisfaction—those are byproducts of something deeper. As BWBR’s Director of People and Culture Tricia Eiswald and Knowledge Manager Kari Shonblom discuss in the latest Side of Design episode, engagement means genuine involvement and enthusiasm at work and in the workplace. Their insights delve into factors that drive engagement, BWBR’s own engagement strategies, and how organizations can go beyond employee satisfaction to unlock the full potential of their teams.
Engagement Measured
At the core of creating an environment where employees feel involved and enthusiastic is measuring engagement. As Tricia puts it, “you can’t manage what you don’t measure.”
BWBR measures engagement through an annual anonymous survey, gauging employee experience through questions like: Do you feel challenged in your role? Do you feel like you have autonomy? Do you feel like you are trusted? 91% of employees participated in the survey in 2023—nearly double the national average. Such high participation stems from demonstrated follow-through: when employees voice concerns, leadership responds. “Only if you’re ready and willing to take action on the results,” Tricia emphasizes. “Don’t ask questions if you’re not willing to change based on the responses.”
Trust Grows Through Transparency
Along with swift action, transparency drives trust in workplaces, and communication is key. “I would tie that to ongoing conversations,” says Kari. “It’s the communication channels, how information is being disseminated throughout the firm. If people know that it’s not just noise, it’s pertinent and relevant to them, they do pay attention.” Leadership shares business insights openly, avoiding the selective information sharing that breeds speculation and erodes confidence. Town halls feature anonymous question submissions, allowing every voice to be heard regardless of role or tenure.
“One of the best ways to build trust is to be open and honest about what’s going on,” explains Tricia. “We try to make sure that people know what big things we’re trying to work on and peel back the curtain to the inner workings of the business, so people feel like they can come along on the journey versus, this is how these decisions are going to impact you eventually.” This transparent approach not only keeps staff informed but empowers them, creating a workplace where everyone feels invested in the company’s direction and valued for their role in the business’ success.
Investing in Connection
Creating engagement requires strategic investment, both financial and cultural. BWBR dedicates 0.003% of its operating budget to social connection—a modest figure yielding outsized returns through initiatives like:
- Weekly “Eat and Greet” lunches fostering cross-team relationships
- Bi-annual all-company gatherings building firm-wide connections across office locations
- BWBR YOUniversity, an annual retreat combining professional development with relationship building
- Social mentorship programs easing new employee integration
“Having these social interactions is critical for people getting to know each other on a personal level,” Kari explains. “You understand how the person likes to communicate, there’s a sense of camaraderie.” The cost of these programs is well worth it when the payoff is building trust and connection, having fun with coworkers, and bringing teams together.
Everyone Leads, Everyone Engages
Leadership sets the tone, but engagement flourishes through distributed responsibility. Key managers receive genuine autonomy within their domains while remaining aligned with firm-wide priorities. This balanced approach encourages innovation while maintaining a cohesive direction. “You can lead from any position,” Kari emphasizes. “Even if you’re the new hire, try to get people together. Ask people to go out for happy hour; ask people to go out to lunch. Just get people talking to each other and not isolated in their own world.”
This distributed leadership philosophy extends to knowledge sharing. Rather than hoarding expertise for job security, BWBR celebrates those who mentor others and share insights broadly. The result? A culture where teaching others elevates rather than threatens one’s position. That benefits everyone—leaders, learners, and clients alike.
Engagement Creates Excellence
As the folks at BWBR have discovered, engaged employees bring their full selves to work. That means we all benefit from their ideas, innovation, and drive for excellence. This translates directly to client outcomes, employee retention, and organizational resilience.
But perhaps most telling are the stories that don’t make headlines: the newer employee who is comfortable asking questions, the knowledge freely shared across departments, and the consistent participation in optional forums. These daily moments of engagement create the foundation for exceptional work.
