Why is Effective Internal Communication Important?
A growing number of organizations recognize that improving internal communication can impact the bottom line. Watson Wyatt’s worldwide study quotes:
“Companies with effective internal communication solutions have a 15.7 % higher market value and deliver 29 % higher shareholder return”
The SnapComms internal communication solution has been developed to meet the needs of leading international organizations. By working in partnership with customers, SnapComms has developed an evolving range of internal communications channels to help maximize the effectiveness and value of internal communications. Here’s how:
Improving Operational Effectiveness
Reducing Email Overload.
Research shows that it takes 64 seconds for staff to refocus and get back into the work they were doing before an email interruption. Sending out ‘All Staff’ group emails (IT outages, general news and administration, marketing and HR updates etc.) can detrimentally impact staff productivity, workloads and stress levels.
It is possible to completely eliminate the need for ‘All Staff’ emails by directing all these messages into an automatically generated Staff Newsletter. Due to section categories and a scanable summary format, reading the Newsletter consumes 80% less time than opening and reading the equivalent separate ‘All Staff’ emails. Contributors, who can be staff and communications team alike, can still quickly and easily write their own messages which are then automatically populated into an engaging Newsletter format with centralized editorial controls.
"Improving the Penetration, Understanding and Ownership of Key Business Strategies.
It is possible to increase the readership, understanding and acceptance of important messages as follows:
Desktop alerts, which deliver pop up visual messages onto computers and mobile devices, can ensure fast and reliable cut-through of urgent/important business updates.
Screensavers can be turned into sequencing digital signage to raise staff awareness of business initiatives, updates, events etc.
Video messages can be also be delivered as desktop alerts to increase the visibility of senior managers and to maximize employee understanding of business strategy.
Staff Surveys - the SnapComms staff survey tool can be pushed onto staff computer screens and mobile devices to measure understanding of business strategy and to gather employee feedback.
Maximize the Value of Existing Information Resources (e.g. Intranet). It is possible to leverage the power of existing information sources, such as the intranet, by sign posting new or relevant content to specific target audiences. Updates can be pushed out to targeted staff groups as scrolling text on the desktop, pop-up alert messages, staff newsletters and/or sequencing interactive screensavers.
Embedded hyperlinks serve to direct staff to the specific information sources they require.
Ensure Compliance with Company Regulations and Standards.
Important compliance information can be overtly pushed out to targeted staff groups as mobile and desktop alerts or scrolling ticker feeds. The desktop alert and ticker formats can be configured to continue repeating until a staff member has opened, read or acknowledged the full message. Reporting tools allow the administrator(s) to see which messages have not been opened or acknowledged.
NB) All of the SnapComms channels of internal communication have click-through capability with full reporting on hyperlinks followed by each employee.
Improving Contact Center Productivity.
Contact center staff, who may not have regular email access, can be kept informed in a dynamic yet non-intrusive way via scrolling text on their computer screens. Time spent in team meetings (non call time) can be reduced by providing news and information updates via the news ticker channel or via an electronic staff magazine that aggregates messages from all over the business into a single scanable format.
NB) Email is not required to deliver any of the SnapComms messaging channels.
Integrating a Dispersed Workforce. The SnapComms internal communication channels are not limited by geographic location. As long as employees have intermittent internet access and a computer or mobile device, messages can be easily targeted to a geographically dispersed workforce. The SnapComms channels can help ensure message consistency and give every employee a ‘voice’ regardless of their physical location.
NB) None of the SnapComms channels are limited by geographic or network location. Message targeting options.
Desktop Survey Tool
Increasing Staff Retention Levels.
The SnapComms channels provide an effective means to ‘listen’ to staff, to involve them (an important driver of engagement) and to gather their feedback.
The staff survey tool is quick and easy to use. It delivers surveys directly to computers and mobile devices and bypasses email altogether. Surveys and opinion polls can cover everything from the effectiveness of business operations and processes, to capturing employee’s views and customer perceptions. High participation can be ensured when the survey notification is repeated for uncompleted surveys. (Message repetition is a configurable option with the SnapComms messaging channels).
Online Helpdesks for Employees
Online Forums can be a good place for employees to share their ideas, opinions and feedback. Allowing staff to post ideas anonymously, can provide a means of finding out what they really think.
SnapComms' Staff Newsletter tool can provide an effective medium for advising staff of the actions being taken in response to their feedback. A section in the magazine titled ‘Acting on Your Feedback’ can contain short features over viewing the measures that are being taken based upon staff feedback. Closing the loop on staff feed back can help build employee commitment and engagement.
Measuring Operational Effectiveness and Gathering Feedback.
Surveys can be used to track the performance of different operational areas within the business. (For example: internal communications effectiveness or the perceived performance of other business units or support services). The ideas and suggestions received can have a dramatic and positive impact on the business.
Discussion forums can also be an excellent way to gauge staff sentiment around specific issues (i.e. qualitative feedback) and to gather business improvement ideas and suggestions.
Growing Market Share
Communicate through Corporate Screensavers
Speeding up the Time-to-market and Increasing the Uptake of New Products.
The Staff Quiz and Screensaver Messaging channel make it possible to increase employee knowledge and build enthusiasm during new product launches. Screensavers can initially be used to generate excitement and interest prior to the product launch. During the launch, sales teams can be educated using the Staff Quiz channel as part of the training program. Following the product launch, up-to-the-minute customer feedback regarding the new product(s) can be obtained using the Staff Survey as well as dedicated discussion forums. Immediate product and staff support can be provided via a Q&A discussion forum.
Desktop Quizzes to Test Employees
Increasing Sales and Improving Customer Retention.
The Quiz channel serves to improve and benchmark product and process knowledge. Increased employee knowledge is an important aspect in increasing sales effectiveness. It can also improve the existing customer service and support capability leading to higher customer retention levels.
Increasing Customer Satisfaction and Loyalty Via a More Engaged Workforce
There is little doubt that happy, satisfied employees translate to happy, satisfied customers.
The SnapComms internal communication channels provide an engaging way to raise employee awareness of the benefits of working for an organization. They also serve to promote fun events and initiatives which can help employees feel valued and motivated.
Revitalizing the Organization
Implementing Change Successfully.
During periods of change, Staff Surveys provides the means to regularly ‘temperature check’ and measure employee understanding around the need for change. People tend to find it easier to accept change when they understand the reasons for the change and have a belief in the need for the change.
Mobile and Desktop Alert messages can provide immediate (or pre-scheduled) updates to targeted staff groups and be sent to coincide with important announcements. This prevents staff hearing about changes to the business from rumors or outside sources first (which can detrimentally affect engagement levels and limit the ability of staff to respond to customer questions).
Internal Social media allows staff to provide confidential feedback and participate anonymously in discussion groups in order to have their questions heard and answered, which helps to eliminate their fears and misconceptions.
The SnapComms channels of internal communication also provide a range of dynamic, interactive visual formats which can be used to create and promote a vision of the future. Once employees begin to focus on, and feel part of, an organization’s future, new business strategies can be implemented more successfully.
Motivate Employees with Screensaver Messaging
If low productivity, out-of-date attitudes and low enthusiasm persist within the work force of an organization, the SnapComms channels can provide the means to broadcast inspirational messages in a highly visible way (for example ‘A New Way to Work’ promoted on sequencing screensaver messages followed up with fun and engaging staff quizzes).
The SnapComms Quiz and Survey channels allow regular measurement and benchmarking in order to ensure that the tactical implementation of a new strategy is on track as well as signaling points at which course adjustments might be necessary.
Scenario based quizzes designed to shift attitudes (e.g. in this situation do you A, B or C?) can be regularly undertaken where desirable prizes can be offered as incentives to drive participation.
Increasing Engagement. The SnapComms channels provide a means to communicate with staff in a dynamic, non intrusive and interactive way. Offices become more vibrant and employees can quickly understand and embrace new business strategies and related initiatives.
Fun and engaging communications programs can be undertaken with high rates of participation and the advantages and perks of working for the organization can be promoted to staff.
Employees can become more involved in business decisions and feedback can be easily gathered and employee engagement is likely to increase due to increased employee involvement.