In our industrial communications niche, the human touch isn’t just a feel-good factor, it’s a competitive edge. In the third part of our values mini-series, our UK associate director Hannah Kitchener explains how SE10 applies empathy and consistency to build lasting trust and uncover the authentic human narratives that deliver brand impact.
As a specialist industrial PR agency, we’re often tasked with explaining complex technologies – across automation, electrification, and digitalisation – in a clear and compelling way but, besides our knowledge and experience, we’ve found that our real differentiator is how we approach the work as human beings.
Humanity is one of our core values – along with curiosity, creativity, reliability and accountability – but what does that really mean? Well, it’s about understanding the people behind the technology, approaching every project with empathy, and a commitment to doing the right thing. It’s the quality that shapes how we work together internally, how we partner with clients, and how we contribute to the communities around us.
A culture of support
It starts from within. As a smaller company, we all know each other well. Everyone’s voice is heard, and we’re treated like people, not numbers. We understand that life is not a straight line. It has its ups and downs, and we’ve built a culture where there is support and flexibility to navigate whatever challenges come our way. We are all different people with different personalities, but the foundation of our team is a genuine respect and care for one another. It’s one of the factors that led to us being named by Hyer as one of the UK’s most loved companies to work for.
Rapport and relaxed discussion
This way of being naturally extends to how we work with our clients. We want to get to know them on a personal level, moving beyond a purely transactional relationship. When you genuinely know and like the people you’re working with, the conversations change. There’s a comfort that allows for the kind of open, honest discussions where the best ideas are born. It builds a foundation of trust that makes true collaboration possible.
And because our team has consistency and longevity – several of us have been with the company for more than a decade – our clients get this personal touch year after year, not a revolving door of new faces. This consistency is a deliverable: it ensures deep institutional knowledge remains on your account, saving you time and preventing repeated onboarding.
Always looking for the human angle
Crucially, our commitment to humanity informs our entire communication strategies for clients: we always look for the human story. When trying to communicate complex engineering, the most compelling narratives are often found in the people behind the technology — the engineers who develop it, the employees who build it, and the customers who use it. Finding and elevating these human angles — rather than focusing purely on technical specifications — is what makes a brand authentic, relatable, and inspires both potential employees and customers.
Giving back through Pledge 1%
But our sense of humanity also looks beyond our own walls. We believe in using our skills to contribute to the world around us, which is why we commit to Pledge 1%.
The Pledge 1% movement, pioneered by Salesforce founder Marc Benioff, is a global initiative that encourages companies of all sizes to contribute 1% of their time, profit, product, and/or equity to charitable causes.
For me personally, this has come to life in a project that’s very close to my heart. I’ve been working with the primary school I attended as a child. It’s a small village school that faces challenges with falling local birth rates and I’ve been using our professional PR skills on a pro bono basis to help them raise their profile, reach families in surrounding towns, and attract new applications. Seeing the contribution of our work to keeping the school thriving is a rewarding reminder of how our skills can have a positive impact on our communities.
The essential human touch
Finally, in an age where AI is becoming more common, we believe this human touch isn’t just a ‘nice to have’; it’s essential. It’s what ensures our work is not only creative and accurate, but also ethical and credible. It’s the glue that holds our team together, the foundation of our client partnerships, and the motivation behind our desire to give back. It’s a quiet value, but it’s the one that makes all the difference.
Ready to partner with an agency that approaches every challenge with professional rigour and human understanding? Let’s start a conversation.
Hannah Kitchener
Associate Director
About the author
Hannah is an associate director in the UK, leading strategic campaigns for industrial clients across the EMEA region. A professionally qualified journalist (NCTJ), she combines specialist sectoral knowledge in construction, energy, and materials handling with a strong network of trade media contacts to secure valuable coverage. Her expertise in inter-cultural communication, honed by degrees in modern languages and translation, is key to executing campaigns that succeed across diverse European markets.
