Bolster.

Welcome to the Bolster Employee Handbook. This document will help you navigate working and thriving at Bolster. It’ll help you understand our culture and give you the tools to further develop it. This is a manual for how we work together, with clients, with the industry, and with other stakeholders. It’s about continuing to build a company we can all be proud of. If you feel someone isn’t embracing the values and principles outlined in this handbook, let your team lead know.

But first…

We’d like to acknowledge the traditional owners of the land in which we all work and live. 

In Melbourne/Naarm, the Wurundjeri People of the Kulin Nation.

In Brisbane/Meanjin, the Turrbul and Jagera nations north and south of the Brisbane river.

In Sydney/Warrane, the Gadigal people of the Eora nation.

In Darwin/Garramilla, the Larrakia people.

We’d like to pay respects to their elders past, present and emerging. At Bolster, we have deep respect for Indengenous culture and traditions. We remain committed to striving for better outcomes and opportunities for our First Nations people, as well as for anyone who identifies as belonging to a marginalised community.

Equity Action Plan

On that note, we worked with our friends at the VMDO and Diversity Arts Australia on an Equity ActionPlan that shows our commitment to creating and fostering an equitable work environment. 

It involves:

• Actively listening to those from marginalised communities by broadening our networks and scope online and in our communities; 
• Actively seeking out genuine and meaningful relationships with those from marginalised communities; and
• Actively providing opportunities for those from diverse backgrounds to join our team and impact decision making at Bolster.

We acknowledge we are a work in progress, but remain committed to learning, growing and improving.

We began in 2015 as the digital plug-in for Australia’s entertainment industry, offering new ad-tech solutions to an industry whose idea of marketing at the time was slapping a street poster on a wall and sending out some #thoughtsandprayers.

New services, products and offerings have been added gradually – never just for the sake of it, but as an extension of the work we were doing day to day.

Some of our festival partners needed better and more responsive websites so we built a web team. 

We got sick of changing the “link in bio” constantly, so we started a little tool called Linktree (you may have heard of it?)

Our clients needed assets that stood out in the feed, so we started a content team. 

In 2017, we took that to another level, starting a full-scale publication with Laneway Festival called LNWY.co. Through LNWY, Bolster extended out its brand offering to clients such as Somersby, Blundstone, Apple Music, Levi’s, and JB.

That partnership with Laneway birthed our experiential and commercial rights agency Aeroplane, which sells partnerships and builds digitally led experiences for festivals and events. 

We recently started a research and insights tool, Barometer, to gain a deeper understanding of audiences in a soon-to-be cookieless world.

See what we mean?

While every campaign or project is as important as the next, here’s some of the wild stuff we’ve done over the years.

• – Crashing the ARIA red carpet with Matt Okine & Alex Dyson
• – Creating a burger with Peking Duk & KFC
• – Putting a DJ in a giant Puma Cali at Laneway
• – Live streaming Lime Cordiale from the top of a gorge in the NT
• – Helping a global streaming platform connect to Aussie fans
• – Selling out Splendour year on year
• – Redecorating Tones & I’s green room for YouTube at Laneway

We’re a digital marketing and culture agency first and foremost – but we’re also a culmination of a love of music and entertainment, and a curious passion for data and tech.

That love for music and entertainment underpins everything we do and is the reason we’re here. It’s probably the reason you applied for this job, too!

Technically yes, Bolster provides services for clients, but we prefer to think of ourselves as a strategic partner. We plug it as their digital team to help make things happen.

It’s 2022, everything is ‘digital’. Although a client mailed us a cheque one time, that was weird. We framed it.

1. R.E.S.P.E.C.T – It’s more than an Aretha Franklin song, it’s a code for life. We’re at our best when we’re acknowledging someone else’s views, experiences and time. Sock it to me, yeah!
2. Stay Curious -Being endlessly curious keeps us on our toes, keeps us ahead of the curve, and keeps our work fresh.
3. When We’re Progressive, We Progress – Being progressive means striving for a better world. It’s how we move forward, challenge the norm and smash boundaries.
4. Passion is What Brought You Here – Music and entertainment is the reason you’re sitting in this chair. We do our best work when we think back to what brought us here in the first place
5. Bring Your Authentic Self – Your individual qualities are important and why we hired you in the first place. Fly your flag proudly. Whatever colour or stripe, you’re welcome here. 

How would we describe it? A workplace where people genuinely like each other. Where you can be your true self. Where people are acknowledged and respected for the great work they do. Where triumphs are celebrated as a group and problems are solved collectively. Where there are good vibes only and a zero tolerance approach to toxicity. We’re pretty proud of the culture we’ve built here, and we all work really hard to maintain it. The no d***heads policy has been enforced from day one, and it’s served us pretty well.

Embrace Autonomy

You’ll be given a fair amount of autonomy and freedom here and ‘figuring it out’ is a big part of of your role.

We trust you to prioritise your own workload, work in ways you’re most productive, use your initiative and continually self assess and self improve.

Sometimes that’ll mean being in the deep end and feeling a bit lost. Don’t sweat it, remember you’re here for a reason. Think laterally, utilise our knowledge base and your team’s learnings. More often than not, there is someone who’s been through it and made it out alive.

For uncharted territory take a deep breath, strap yourself in and feel the g’s.

BUT…Don’t take the piss

Along with that autonomy, comes responsibility. That’s a responsibility to your work, your clients and the rest of the team.

• Support, guidance and growth including an annual learning and development budget and regular ‘Bolster Uni’ sessions

• Interesting, exciting and challenging work

• Flexible working model – work remotely from anywhere, and in the office

• Wellness Perks – free Smiling Mind subscription, Class Pass credits, access to EAP

• Progression – you decide how high you fly. Make things happen and we’ll make sure you get where you’re going.

Be respectful. Be genuine. Be cool.

Chances are you will spend more time with the people at work than your real family. Support each other, don’t let your team down. No one is too important for anyone else, and we’re all in it together. It’s not just about you, it’s about the team.

Share your knowledge

Don’t hoard it. Teach each other and be willing to listen and learn from each other. You’re surrounded by smart people from all disciplines. Talk to them, get to know them, learn from them and be better because of them.

Figured out a strategy that worked? A new tool or hack to getting things done? Add it to the knowledge base, blog it and let the team (and the world) know.

We can be family, but we’re also a team.

A successful team is one that communicates honestly, plays to its strengths and works on its weaknesses. We measure performance and train to get better. It’s every managers’ job to make sure we hire, reshuffle and cut for the good of the team. A team treats each other with respect and supports each other.

It’s all ‘your job’

If you ever hear yourself or someone else saying “that’s not my job” remind that person/yourself that if it affects the success of Bolster, its clients or its products, then it is your job.

Make mistakes, but don’t repeat them

Sometimes we screw up. Face up to mistakes, learn from them, share your experience to help further the team and don’t make the same mistake twice.

We respect people who own their mistakes and notice those who try and hide them.

Not sure? Stop, think, refer to our Bee Knowledge Base or ask the Google. Still have no idea? Ask a teammate.

Swings both ways

Sometimes management make mistakes too. You’re given the opportunity to make mistakes and learn from them, and Bolster should too. We will always face up to it, and learn from it.

The chaos won’t stop

Not right now and maybe not ever.

Building something awesome is messy and sometimes it feels like we’re inside a washing machine. It’s fast paced, it’s exciting and we wouldn’t want it any other way.

Formal structure was made for banks and accounting firms. That said, we’re growing fast. Some things are getting more polished. Other things are a work in progress. We’re not perfect, but we want your feedback. Together we’ll figure it out.

The Late Show

You may notice some people working late, or doing crazy hours. It doesn’t mean you have to. You’re measured on the work you output, not on the hours you do. Do great and insightful work, when you’re most productive and avoid having to burn yourself out.

Having said that, we work primarily in music and entertainment. Sometimes things are busy and sometimes they aren’t. When they are, we expect the team to band together, put in the effort and get shit done.

Clients (and our users) are a large part of why we exist

Clients (and our users) are a large part of why we exist. As far as clients go, we have some pretty bloody awesome ones. But awesome doesn’t always mean ‘fun’. Sometimes they can be difficult. Sometimes they can be challenging. Sometimes they can obsess over details. Sometimes they can change their mind 50 times. Sometimes they want to talk to us more than their own families. That’s OK – they’re clients. 

But at the end of the day, they have their – and they push us to go the extra mile to do great work. 

They come to us because they need experts (you). Sure, they can sometimes be challenging, but like all of us, they have different ways of working. We are responsible for educating and communicating ideas and concepts to them in a professional way.

We got your back

Struggling to do great work with a client because of their attitude and approach? Talk to someone in the team who can help guide you through it.

We aren’t afraid to say goodbye to unreasonable clients. Being productive together is a two way street. If they are rude or disrespectful towards you or of our work, we will part ways. Just speak up.

No shit talking

Nope. We don’t do it. Not cool, not productive. Bitching to each other (and other clients) about clients achieves nothing. It just breeds negativity and resentment.

If you wouldn’t say it on camera, then don’t do it in person or online. We’re fortunate to work with some amazing teams, let’s keep it that way.

Respect confidentiality

Our clients trust us with their most important data and information. Respect that trust and don’t spill anyone’s beans.

Remember that you’re also under contract to never share or discuss anything you’re privy to and this often even goes for your teammates.

If you know Kanye is on that un-announced line up, keep that shit to yourself. Once it’s announced, tell the world – that’s your job.

Show them the love

Sometimes, we like to show the teams we work with a bit of extra love. Like that time we Rick Rolled our clients on Valentines Day with a horn band in Melbourne and Mariachi band in Sydney.

If you have an idea for the perfect gift or grand gesture, let’s make it happen.

Meetings are necessary and it’s imperative to collaborate but it’s important to remember, everyone’s time is valuable. Every minute spent in a meeting is another minute not spent doing deep work.

Below are our key principles.

1. Firstly…. Do you really need the meeting?
2. Set an agenda, clearly defined and supplied to attendees prior to the meeting.
3. Every meeting must have a leader who keeps the entire meeting ruthlessly on topic.
4. Start on time. If you’re running it, get there early to set up.
5. Always end with actionable items.
6. No spectators.Be attentive, present and contribute. (Do you need your laptop?)
7. Sideline deeper discussions for a meeting with fewer people.

Slack

Slack is great…but let’s stick to these guidelines to make sure it remains productive. Below are key principles, but the full list can be found here.

1. Praise publicly, criticise privately.
2. Use the snooze/do not disturb function when you want to concentrate or you’re away from the office.
3. @channel in general is only for important announcements that the entire team must pay attention to. Use @here instead or @teamname.
4. Always use threads for reply.
5. No newsjacking: If someone asks a serious question, contribute constructively. They asked a question because they need it answered, not for lolz.

Email

1. Say it with less.
2. End it with an action.
3. Be an email Ninja.

IRL

1. Give feedback and receive it willingly.
2. Great teams communicate honestly and openly. Get comfortable being uncomfortable. Have hard discussions. Call your teammates out if they aren’t staying true to the vibe/culture/process/workflow etc.
3. Share knowledge generously but understand you don’t know it all.
4. Use good judgement.
5. Be self-aware, respectful and be humble.

1. Be accountable.
2. Support each other.
3. Don’t be passive aggressive.
4. Clean up after yourselves.
5. Follow this handbook.
6. Bake cookies sometimes.

Need to get in the zone for a little while? Put on your headphones, use the booths and tell your teammates you are muting Slack for a bit .
Try cranking some white noise, electronic bleeps and bloops or lo-fi beats. If you find some deep work diamonds share them with the team in the #interest-tunes Slack channel.

There are times when you really, really need to focus. Like ‘don’t fucking distract me or else’ kinda focus. Let people know you are going deep. Put your headphones on. Stay hydrated and we’ll see you on the other side.

Sometimes you need to work from home, a cafe, an old wooden ship. We trust you to handle your workload and get shit done. Here are some guidelines to make sure of it:

1. If it’s just one day, check in advance to make sure it’s cool with your teammates and notify Operations.
2. If it’s going to be for more than one day, or a regular occurrence, seek approval from Operations.
3. Once approved, remember to update the team calendar.
4. Be communicative and available.
5. See: ‘Don’t take the piss’.
6. Wherever you are working from, ensure that your workspace is safe and practical (no leaky wooden ships).

• Get out and see the world. Do that yoga course on the beach in India. Touch some monkeys in a rainforest, go to Berlin and immerse yourself in the rich culture of Berghain. It’s important to take time off. Use that time to get inspired, think about anything other than work and come back tanned and refreshed.

We want you to be able to switch off entirely, so here are some guidelines to make sure that can happen:

1. Request time off with enough lead to ensure it won’t put out the team or effect the work. There is a full guide on notice periods and procedures here.
2. Thoroughly plan a handover.
3. Tell your clients and get them acquainted with who is looking after them.

Treat the office like your second home – in many ways it is. It’s where we hang out, explore new ideas, eat lunch (and sometimes breakfast) and do world-class work.

Ways to treat the space:

• •  Clean up after yourself
  •  Use the dishwasher
  •  If you move something, put it back
  •  Aim for the bowl
  •  That’s pretty much it

The space is yours to make your own. If you want to do activities like tai-chi or start a whiskey appreciation club, then make it happen (if it ain’t already happening). Want a meditation area? Let the team know and let’s see what we can do.

We’re firm believers of automating the mundane and reserving brain power for the creative stuff. So if you notice a little button around, it probably does something. It should be labelled with its purpose but if it isn’t, ask one of your teammates (you don’t want to alert everyone to a fresh pot of Joe, if there ain’t no Joe… ya know?).

Get on up outchyo’ chair and spread yourself about the space. Stop looking at your screen for a few mins, play some pong, do laps of the office or cruise around the block for the maximum movement-to-fresh-air ratio.

Pods

We’ve built pods with sit/stand desks for phone calls and focused work time.

Couch areas

There are a some couch areas for you to chill upon, or pull up a stool in the kitchen and steal food from passing plates.

Huddles

Use the huddle rooms to spread out or have quick chats with the team.

Meeting rooms

Treat the meeting room like a crime scene. Leave no trace. Respect the people using it after you.

We’re lucky enough to be situated close to the hustle and bustle of Collingwood and Abbotsford. There are heaps of coffee, food, bars and restaurants to explore. Here are just a few of our favs:

There’s all the usual agency stuff like fortnightly team lunches; E.O.Q and E.O.F.Y and C.O.B. P.A.R.T.I.ES; and an annual retreat that’s an actual retreat and not just an excuse to bombard you with more Google Slides. We work with a bunch of entertainment clients, so you best believe you’ll be getting free tickets to events, shows and festival. (Within reason – you’re not getting a AAA pass to a sold out Dua Lipa show, unfortunately.)

Smiling Mind

We’ll give you free access to the Smiling Mind app. Just sign up with your email and get meditating. 

Class Pass

Shake off that desk slump. Bolster has partnered with ClassPass to give you access to a range of studios and gyms to make staying healthy and active easier. Each team member will receive 10 credits a month, courtesy of Bolster.

Body movin’

Signed up to a marathon, obstacle course or fun-run? Show us that you’re training for it and we’ll cover your entry fee. We’ll even consider cheese-rolling a thing and until recognised as an Olympic sport we will support you in your endeavours.

One day, per team member, per year to spend doing whatever you like. Ideally you spend this day doing something special or important. Go to a gallery, finish that book you’ve been reading, help out at a charity for the day, go to a cooking class, organise your record collection by genre or just do all those errands you’ve been meaning to do for the past ten Sundays.

Give us four weeks’ notice and use this day wisely.

We’ve started offering courses that everyone can learn from. These might come in the form of a communication or time management workshop, a mindfulness and meditation class or anything that helps the team perform.

These initiatives are put in place so we can all grow together. We’ll let you know the time and the place. They aren’t compulsory but they are complementary to what you do.

You know best what inspires you and what you need to stay on top of your game.

Training courses, conferences, webinars or learning platforms… As long as it’s relevant for your work and you can share your learnings with the rest of your team, we’ll cover the costs.

1. Read this handbook.
2. Explore the area.
3. Get coffee with 2 colleagues.
4. Find your Slack dogatar.
5. Post your favourite track in the #tunes channel.
6. Read about your teammates

You should now have a nickname. If not, you need to get a stand out item of clothing, a tattoo, or a cool scar for people to identify you.

“Yo whaddup Snake?”

If you want to be here, head over to our careers page to join the B. Team.

What’s that noise?

That my friend, is the sound of people getting along. Or it could be ping pong, or someone attempting to scat along to a jazz tune. Sometimes Bolster can get a lil noisey. Use your headphones, when you need them, go to a booth and/or politely ask people to chill.

Who controls the music?

We all do. We take pride in our music taste. There is a #tunes channel on Slack. Drop your gems in there and mine the ones placed there by your team. Expand your ears and your mind will follow.

What can I play?

Anything as long as it is conducive to work, ain’t too loud and isn’t Nickelback/generic pop (unless that is the vibe on the day).

How much pong is too much?

Ping pong is a revered sport with a rich history. It’s a good way to get your blood flowing and clear your head, but don’t go too deep on it during work hours if it’s distracting others or your workflow.

My friend might be perfect for the ____ role. Wanna meet ‘em?

Yes! We should all be focused on expanding our team. You know the vibe and will be able to identify it in others. If someone you put forward for a role is still around after their probation, we shout the two of you dinner to celebrate and you get a cold hard cash bonus.

It’s 5pm on a Friday, what now?

Go to the nearest fridge. Find a beverage and let the cool, cool liquid soothe you. Don’t get too lit and do something stupid like drive, or order McDonalds from Uber Eats.

Do I need to sit at my desk?

Nah, not really. You should move about as you please, you have laptops for a reason. We’ll be creating more unique workspace throughout the office as we build and grow too.

Can I come in on the weekend?

Yep. Just make sure you turn off the lights and lock up when you leave.

The alarm went off

Slack the office manager and let them know to call the dawgs off.

Can I get packages delivered here?

No doubt! Just make sure it’s clearly labelled with your name.

I have a really good idea. What now?

Tell us about it. We’ve had a few ourselves, one of them was Linktree. We want to always hack, build and play. Nothing is too crazy and if it’s good we’ll help you make it happen.

Where’s good for lunch?

Ask your team. Or refer to the #bolster_eats Slack channel.

Can my dog come to work with me?

Sure! We love doggos! We’d love to have ‘em, just not every day and only if they are clean and aren’t a psycho.

My Mum/Dad/Bf/Gf/Nephew/Neighbour’s gardener is in the neighbourhood. Is it cool if they pop in?

Of course! Everyone is welcome. Bring them in, show them around. Introduce them to your (team)mates.

Can I work on a side project?

Most of the time this is cool (and often encouraged), but just talk with management first in case it conflicts with your work at Bolster.