Effective Internal Communication
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Communicating with employees is difficult. You send emails they don't read. You tell them things they don't remember. In this session we walk through the ways that you can improve communication -- and lower turnover. You can download this presentation now by visiting https://www.thorprojects.com/connect/gifts/presentations/effective-internal-communication.
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Effective Internal Communication
- 2. Introduction 14 Year Microsoft MVP Author of 25 books including The SharePoint Shepherd’s Guide for End Users 25 Years of Industry Experience Numerous Microsoft, CompTIA and other Certifications
- 3. Agenda • The Retention Problem • Communication’s Role • Good Communication • Choosing a Channel • Skills
- 4. How Many of Your Colleagues are Gone?
- 6. How Much Does It Cost for Each Lost Employee?
- 10. Gallup has found that consistent communication – whether it occurs in person, over the phone or electronically – is connected to higher engagement.
- 11. One More Time: How Do You Motivate Employees? By Fredrick Herzberg January-February 1968
- 13. Is Your Message Getting Through?
- 14. The single biggest problem in communication is the illusion that it has taken place - William H. Whyte
- 16. Signal to Noise Ratio (S:N)
- 17. Handwashing Compliance Rates • Acute Care (Hospitals) • Worldwide ~20% • US ~50%-80%
- 18. You Can’t Make Me Read Your Emails! You Can’t Make Me Look at Your Intranet! You Can’t Make Me Pickup Your Newsletter!
- 19. Where do we get our learning? Active Passive Directed Searching Monitoring Undirected Browsing Being Aware Being Aware 80% Browsing 5% Monitoring 14% Searching 1% Source: Marcia Bates Univ. Calif. LA, “Toward an Integrated Model of Information Seeking and Searching”
- 21. Responsiveness Expectations Postal Mail Email Message Text Message Voice Mail Message Three Phone Calls, Back-to-Back
- 22. Carpet Bombing
- 23. Timely Announcements, Events, and News
- 26. The medium is the message - Marshall McLuhan
- 28. Dialogue • One-on-One or One-to-Few • Face-to-Face • Interactive Two-Way
- 29. Bulletin Board • Static One-Way • One (or Few) to Many
- 30. Newsletter • One (or Few) to Many • Sharable • Static One-Way
- 31. Digital Transformation Atoms Electrons Mail eMail Bulletin Board Digital Signage Posters Newsletter Intranet Procedures Manual Meeting Web Conference “While you were out…” Voice Mail Location Tour Videocast
- 32. Comparing Atoms to Electrons Printed • Inexpensive infrastructure • Expensive per-use/change cost • Long change lead times • Static • One-way Electronic • Expensive Infrastructure • Inexpensive per-use/change cost • Instant change • Dynamic • One-Way / Two-Way
- 33. Push/Pull
- 35. Go Deeper
- 36. Magazines
- 38. Search
- 39. Synergy 1 1 3
- 41. Alignment
- 42. Skills
- 43. Improving the Written Message
- 44. Improving the Spoken Message
- 45. Tantalizing Teasers (Headlines) • Our goal is to engage – not inform • The keyword is intrigue Summary Teaser Employee benefits reenrollment due 5/1 Three things you must do to keep your health insurance benefits Company Picnic 6/1 Who can eat the most pork? Find out 6/1 Holiday Schedule 2018 What day will we celebrate July 4th and other holidays next year? Free management training Get started on your next promotion
- 46. Inverted Pyramid • Most Newsworthy and broadest reaching first • Who, what, when, where, why, and how – in as few words as possible • Ignores nuances and special cases – until the end
- 47. Evoking Emotion • We make decisions emotionally – then rationalize them • Write to the emotional elephant, not the rational rider • E.x. Flextime benefits • Not doctor’s visits or errands • Volunteering or spouse time
- 48. 3 Steps to Taking Action
- 49. 1. Evaluate Which Medium You Should Use
- 50. 2. Look for Multiple Ways to Tell the Message
- 51. 3. Coordinate the Message Across Medium
- 53. Digital Signage
- 55. Learning OrganizationInternal Communication Communication • One Way Conversation • Two Way • Interactive Dialogue • Open Exchange • Relative Safety
- 56. Collaboration
- 57. Internal Communication • What’s included… • What’s not…
- 58. Ways of Communicating • Personally • Auditory • Visually • Written
- 59. Personally • Great for… • Emotion • Connection • Flexibility / Adaptability • Hard to… • Scale • Schedule • Repeat
- 60. Auditory • Great for… • Distracted audiences • Conveying emotion • Hard to… • Communicate specific memorable facts
- 61. Visually • Great for… • Facts and figures • Relative values • Emotional impact • Hard to… • Produce cost effectively
- 62. Written • Great for… • Hard to…
Hinweis der Redaktion
- ~40%/yr (BLS) ~20% are voluntary
- Don’t worry about the involuntary – that’s better hiring.
- SHRM estimates range from 30%-150% … Mean 90%
- What if you could save half?
- Comparing high/low performance on factors including Turnover
- RB: This report is from 2015 We’re talking about RELATIONSHIPS – Relationships are built on communication
- Fredrick Herzberg “Make ‘em do it.” More are becoming a member of the creative class… they need different motivations…
- Communications Satisfaction - Communication Satisfaction Questionnaire (1977) Downs and Hazen Employee Satisfaction – “One More Time: How Do You Motivate Employees” (1987) Herzberg Employee Replacement – “Employee Replacement Costs” (2010) Institute for Research on Labor and Employment, University of California, Berkeley
- The Organized Mind: Thinking Straight in the Age of Information Overload. Dr. Daniel Levitin. 1976 - 9,000 products in the average grocery store. Today – more than 40,000. The average family only buys 150 items.
- Only send messages that are relevant. Cake in the breakroom; lock down the “all users” group
- We simply can’t “Make” them do it. They have to want it. You can force compliance – you can’t force engagement
- We’re in an attention economy… we need to get interested -- we can’t communicate once and expect everyone got the message Pilot chute to drag the main chute out. We have to make it interesting.
- Maybe you’re upset… (not responding) … or maybe you’re just being passive-aggressive Three Phone calls… you’re trying to get me to be Charlie Sheen (‘Roid Rage.) Multiple contact attempts? Email, Lync/Skype, Drop by? Postal – 1 Week Email – 24-27 hrs Text – 2-8 hours Voice mail – 4-24 hours
- Trying every communications method in sequence Or … copying the entire world on an email.
- Little Sable, MI Things look different from the inside. There are chips on the inside that don’t show…
- SS: Roughly 50 years later – and this quote, his perspective, is still revolutionary - incredibly relevant. He argues that –throughout history - ‘what’ has been communicated has been less important than the particular medium through which people communicate.
- Most of this is really conversation – not elevated to dialogue – but that’s another story, for now let’s focus on the interpersonal nature… + Good for: emotional, relational topics - Bad because: time consuming, not documented/remembered
- We all have them … but do we really pay attention to them? Do they change enough that we seek them out? + Good: Cheap, messages are persistent - Bad: Not interactive, feels emotionally flat
- Big Idea: Transitioning to digital has a higher upfront cost – but a much lower operational cost.
- The medium matters. How the information is delivered matters. Some – most? - messaging should be pushed to people. It should be dispersed so that people acquire the information serendipitously, passively, consistently, repeatedly.
- When you need to go deeper and learn more about a story on digital signage … it’s time to go PULL the information from the Intranet
- To dig deeper you read the full article. It’s more than a postcard or a page, it’s details about something that piqued your interest. What happens to those timely stories that get archived? They become timeless information…
- Different from digital signage that is always about the “Now” – Current up to the date information … Intranet is the repository for timeless information as well. The timely articles and the important knowledge accumulate into a library
- To navigate the inevitable problems of a mountain of information, your Intranet contains a powerful search (and retrieval) tools, designed to help you navigate your way through the archive.
- Digital signage creates awareness… Intranets create understanding – when they’re aligned. When there’s a common message.
- RB: *** Note: Tell them to start entering questions
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- RB: 1:n – One to Many. Few people sharing to others. Broadcast One Direction
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