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Snap – Internal Communications Solutions.
13
Hot Tips for Internal Communicators
Use the right internal communications channels
I found out my job was under threat by email!
As employee communications experts, you know how important it is to select the right internal
communications channel. It is too easy to get so caught up in a busy project that you overlook some of
the basics. So while planning your internal communications strategy, make sure you take time to select
the right tool for the job.
Research shows that face to face communication is required if you really want staff to adopt new
behaviors. Face to face is also the best communications channel for planning and dealing with sensitive
issues. It allows you to gauge reactions, to get instant feedback and to ensure that everyone has
received and understood the message.
You may not want to front up to people when you have to communicate bad news. But if you are honest
and empathetic, and demonstrate that you are prepared to listen, to take note of feedback and to answer
the hard questions, then you have delivered unpalatable news in the best possible way. They may not
like the message, but they will respect you for fronting up.
Even if you are on a mission to save trees, don’t forget about paper. It is still best for complex and
lengthy material. It is also very useful to support face to face and phone conversations.
The intranet is great for searching for and retrieving factual information. But take note, the intranet does
not change employee behavior, you need the personal touch to do this.
Email, it is quick and convenient and overused. ‘Communicating change via email or voicemail is like
ending a relationship that was – it’s just bad form. It leaves the recipient bewildered and angry, and
whom ever is delivering the message looking very bad.’ (Veronica Apostolico, Ref 9). In addition, email
is not always considered effective. A District Court ruling in Massachusetts on employee communications
found against a company that communicated a change in procedure via email, because the message was
not effectively communicated. If you do choose to convey important business information via email,
make sure you get some acknowledgement of receipt and understanding.
There are now so many internal communications channels to choose from, it’s a good idea to list the
ones you have available, and then match the message to the internal communications channel. Using a
variety of communications channels means that you can repeat messages, without looking as if you are
hammering home a point (even if you are). It means that staff can’t ‘escape’ from what’s happening, or
deny all knowledge.
There are other issues to consider when devising your employee communication strategy. What
information needs to be pushed out to staff and what should staff ‘pull’ in? If you are pushing
information, how can you be sure they have received it? And if you have provided information for staff
to find and use as required, do you need to know how many ‘hits’ the information gets, so you can
measure how much it is used?
Using project champions can be a powerful ploy. Project champions communicate really strongly by
modeling behaviors, through conversing with staff, and demonstrating how proposed changes really work
for your staff.
Try these Snap Internal Communications Channels
Avoid adding to email overload or cluttering up your intranet. Encourage staff to explore more effective
ways of communication. Use the right channel and the right tool for the job.
Snap Video is a Desktop Alert format that delivers video to targeted employee desktops: So your
CEO can’t be at the meeting? No problem. Use Snap Video and staff can see the commitment and
intent in the CEO’s eyes and hear the passion/empathy in their voice. Snap Video’s targeting
features mean that you can stagger delivery of the video alert to different employee groups as
required.