Governance 21 Key issues 21 – ensuring the highest ethical standards 22 – Tax, pensions, and investments 22 2011 objectives 22 2012 objectives 23 People 24 why it matters 26 Key issues 26 – listening 26 – Promoting diversity 27 – Boundarylessness 27 – Training 28 – support and recognition 28 – health, safety, and wellbeing 30 2011 objectives 30 2012 objectives 31 Customers 32 why it matters 33 Key issues 33 – editorial standards 33 – Responding to customer needs 34 – Access 35 2011 objectives 35 2012 objectives 36 Community 37 why it matters 38 Key issues 38 – What we give 39 – Re Cares Month 40 – Community impact 42 2011 objectives 42 2012 objectives 43 Supply chain 44 why it matters 45 Key issues 45 – Upholding standards 46 – supplier training and surveys 47 – Good partner 47 2011 objectives 47 2012 objectives 48 Environment 49 why it matters 51 Key issues 51 – Our impact 51 – Targets and standards 53 – Climate change 54 – energy 55 – Water 56 – Paper 56 – Waste 57 – employee action 57 2011 objectives 57 2012 objectives 58 Appendices 59 Appendix 1 – london Benchmarking Group assurance statement 60 Appendix 2 – ernst & Young llP assurance statement 62 Appendix 3 – Global Reporting initiative index 66 Credits coNtAct detAils Your views are important to us.