Embedding sustainability into overall Group communications

UniCredit Corporate Sustainability

Lundquist 2 nd Global Seminar Online CSR Communication – Milan, 21 October 2010

UNICREDIT ONLINE AND OFFLINE COMMUNICATIONS ON SUST AINABILITY THEMES

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UNICREDIT GROUP – AT A GLANCE

1. Data as at June 30, 2010. FTE “Full time equivalent”= number of employees counted for the rate of presence.Figures include all employees of subsidiaries consolidated proportionally, such as Koç Financial Service Group employees.

2. Data as at June 30, 2010. These figures include all branches of subsidiaries consolidated proportionately, such as KoçFinancial Services branches.

3. Data as at June 30, 2010.

�Employees: about 162, 000 1

�Branches: 9,578 2

�Banking operations in 22 countries

� International network spanning : ~ 50 countries

�Global player in asset management: € 185,5 bn in managed assets 3

�Market leader in Central and Eastern Europe leveraging on the region’s structural strengths

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SUSTAINABILITY IS “ABOUT US” …

� Sustainability is clearly part of our mission, thus it is at the core of our online communication strategy

STARTING FROM THE “ABOUT US”, SUSTAINABILITY MESSAG ES ARE SPREAD ACROSS CORPORATE WEBSITE’S SECTIONS

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… AND WE STRIVE TO COMMUNICATE IT TO ALL OUR STAKEHO LDERS

� Group values are illustrated on line by stakeholders as identified/defined by the mission

OUR ONLINE COMMUNICATION TARGETS ALL OF OUR MAIN ST AKEHOLDERS AND SUSTAINABILITY MESSAGES ARE CONVEYED TO ALL OF THEM , NOT ONLY TO AN AUDIENCE OF SPECIALISTS

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COMMUNICATING SUSTAINABILITY OF OUR BUSINESS PRACTI CES ACROSS MULTIPLE ONLINE PLATFORMS

� Customers and their representatives (e.g. Business Associations, Consumer Associations) can find interesting online information on how we practice sustainability in our daily relationship with them in:

� Institutional website: “Business” section

�Commercial banks websites (e.g. UniCredit Banca)

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LEVERAGING ON THE “CAREER” SECTION VISIBILITY TO DEL IVER EFFECTIVE ONLINE COMMUNICATION ABOUT EMPLOYEE SUSTAINABILITY 1/2

� We are developing the most clicked section of our section, “Careers”, to incorporate most of the sustainability contents relevant to our present and future colleagues

“CAREERS” SECTION: HOMEUCG WEBSITE’S MOST CLICKED SECTIONS

Number of clicks (reporting date: 1 Nov. 2009 - 30 Apr. 2010)

Culture

Events

Research

Sustainability

Info

Business

Search result

Press and media

Press releases

Governance

About us

Investors

Home

Our Careers

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� The section “Careers” is already structured by hyperlinks to the sustainability section� Going forward we will move most of the employee sustainability contents directly to the Careers section

DATA ON EMPLOYEES WORK-LIFE BALANCE

TRAINING (with direct link to UniManagement* site) COMPENSATION & BENEFITS

LEVERAGING ON THE “CAREER” SECTION VISIBILITY TO DEL IVER EFFECTIVE ONLINE COMMUNICATION ABOUT EMPLOYEE SUSTAINABILITY 2/2

* UniMenagement is the managerial training center of UniCredit

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OUR COMMITMENT TO COMMUNITY IN THE INSTITUTIONAL WEBSITE AND OTHER DEDICATED SITES

� Our commitment to communities is testified online through the development of a number of dedicated tools and contents

UNICREDIT’S CULTURAL HERITAGE

IL MIO DONO – NETWORK FOR NON PROFIT

UNICREDIT & UNIVERSITIES FOUNDATION

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SUSTAINABILITY SECTION AS KEY REFERENCE POINT FOR SPECIALISTS AND FOR THOSE WHO LOOK FOR MORE DETAILS 1/2

� In this section we provide information about specific contents, like the sustainability model in UniCredit and the main events in our sustainability history

SUSTAINABILITY SECTION: SNAPSHOTS OF ITS KEY CONTEN TS AND FEATURES

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� The sustainability section is utilized to communicate in-depth topics and their KPIs (e.g. Environment)

SUSTAINABILITY SECTION AS KEY REFERENCE POINT FOR SPECIALISTS AND FOR THOSE WHO LOOK FOR MORE DETAILS 2/2

SUSTAINABILITY SECTION: SNAPSHOTS OF ITS KEY CONTEN TS AND FEATURES

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AN INTERACTIVE TOOL FOR GRAPHIC SURFING TO FACILITA TE THE READING OF OUR SUSTAINABILITY REPORT 1/4

�To make the Sustainability Report more user-friendly and easy to navigate, we developed also an html version

Sustainability index

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�How can you know our positioning about a specific area, e.g. community?

AN INTERACTIVE TOOL FOR GRAPHIC SURFING TO FACILITA TE THE READING OF OUR SUSTAINABILITY REPORT 2/4

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�How can you know our 2009 initiatives?

AN INTERACTIVE TOOL FOR GRAPHIC SURFING TO FACILITA TE THE READING OF OUR SUSTAINABILITY REPORT 3/4

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�How can you know our 2009 performance?

AN INTERACTIVE TOOL FOR GRAPHIC SURFING TO FACILITA TE THE READING OF OUR SUSTAINABILITY REPORT 4/4

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AN OFFLINE SUSTAINABILITY COMMUNICATION ACCESSIBLE TO ALL THE STAKEHOLDERS

� We want to make the contents of our Sustainability Report accessible to all our stakeholders, from the ESG analysts, institutional shareholders and NGOs to retail customers

� We developed some tools to convey our sustainability communication to the most wide range of stakeholders in a plain language, using smart and appealing charts and draws and gadgets

• Sustainability Reportintegral version

• Summary of Sustainability Report

• Cards with focused messages

� Poster

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A WAY TO COMMUNICATE SUSTAINABILITY IN THE BRANCHES: CARDS WITH FOCUSED MESSAGES 1/3

� The cards “talk” directly to our customers, giving some messages concerning the sustainability’s themes (Environment, customer satisfaction, diversity, financial education and Territorial Committees) describing in details some related initiatives about our communities, employees, customers, environment

� The cards are part of communication kit, distributed to a list of Italian branches

ENVIRONMENT

Front Back

CUSTOMER SATISFACTION

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A WAY TO COMMUNICATE SUSTAINABILITY IN THE BRANCHES: CARDS WITH FOCUSED MESSAGES 2/3

� The cards “talk” directly to our customers, giving some messages concerning the sustainability’s themes (Environment, diversity, customer satisfaction, financial education and Territorial Committees) describing in details some related initiatives about our communities, employees, customers, environment

� The cards are part of communication kit, distributed to a list of Italian branches

Front Back

CUSTOMER SATISFACTION

DIVERSITY

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A WAY TO COMMUNICATE SUSTAINABILITY IN THE BRANCHES: CARDS WITH FOCUSED MESSAGES 3/3

� The cards “talk” directly to our customers, giving some messages concerning the sustainability’s themes (Environment, diversity, customer satisfaction, financial education and Territorial Committees) describing in details some related initiatives about our communities, employees, customers, environment

� The cards are part of communication kit, distributed to a list of Italian branches

TERRITORIAL COMMITTEES

FINANCIAL EDUCATION

Front Back