Transparency and real-time communication are paramount to building trust.
Resources and Training for Communicators
o Created communication planning /content development guidance and tools, such as:
o Personas to better understand and engage employee stakeholder groups
o Framework for selecting appropriate communication channels and timing
o Added communication channels, such as internal social media, very selectively in order to address specific pain points. For the most part, improved leverage of existing channels to "meet people where they are" and reduce communication "noise."
o Upgraded intranet, and managed intranet and internal social media governance
o Activated middle management in communication cascades
o Managed integrated communications calendar, Sharepoint intranet, and measurement and tracking.
Some Guiding Principles
o Don't Bury the Lead. Start with a synopsis. Value people's time and attention, and you'll start to cut through the noise.
o Transparency and real-time communication are paramount to building trust.
o Put high performing informal communication in the mix to reinforce key messages ("selfie" videos, social media and blogs).
o Communication isn't a one-way street. Build feedback loops and multidirectional channels.
o Storytelling resonates across cultures and helps build understanding of a vision.
o Acknowledging current state and small wins helps people to embrace a challenge.
Results
o Successfully influenced the communications practice of individuals across the company. Early successes made others enthusiastic to follow recommendations.
o Within 6 mos., 35% increase in employee engagement with strategy messages and 50% increase in town hall webinar meeting participation across global time zones.
o Global social media platform launch resulted in the “highest adoption curve of anything in 20 years at CARE.”
o Recognized for “ability to get things done in CARE’s complex environment.”
o CRM implementation rollout commended as “the most positive business-language introduction of technology” during IT Director’s tenure.
See other Portfolio Examples