internal communications: the missing link?

8/6/2019 Internal communications: The missing link?

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InternalcommunicationsThe missing link?

Leah Baroa-Cruz (First session of CPS Brown Bag Discussion Series, 13 June 2011, IRRI)


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What is internal comms (IC)?

The function responsible for effectivecommunication among participantswithin an organization.

(Wikipedia, May 2011)


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IC takes heed of the conversation within.


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Why IC?

Correlation between employeeengagement (EE) and attrition

7 out of 10 people leave their managers,not their companies

if leadership scores low, company couldlose as much as 96% of EE


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What is EE? Employee connects with orgs vision Employee aligns with orgs vision Employee creates for orgs vision

Affected by Employees identification with vision

and strategy Trust in leadership Satisfaction of information needs


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Why IC?

adds significant value toorganizations on all metrics from

productivity to customer research.(UK government-sponsored Macleod Report)


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IC functions

Internal marketing

Logistical service

Strategy advise

(brand, business, people)


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The case for dialogue

Employees who are used to or thrive in anenvironment where info flow is

free and proactivetend to expect the work environment tochange accordingly, and this is an optimum

setting for them to

be creative and excel.


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Other dimensions

IC as key driver of employeeengagement External reputation management

Effects of employee advocacy Workers right to be informed and

consulted


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you cannot NOT communicate

People communicate regardless People whine regardless People talk about their ideas (and

yours) regardless

So why not


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So why not formalize it?

Acknowledge ideas

Bring ideas to fore Allow people to build on ideas Sustain ideas to fruition

(BASF model, Simplify )

IC to


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The BASF strategy (an example)

6 segments, 15 divisions, 16 countries,26 industries

Global employee survey in 2008 foundthat employees wanted moreparticipation and involvement in thedecision-making process


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If BASF only knew what BASF knows.

SimplifySimplifySimplifySimplifySimplifySimplifySimplifySimplify


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Principles Change in leadership culture, team culture Create chemistry! Crowd-source the collective experience Focus on burning issues

(cloud tags highlight org energy flow)

Easy-to-use platform


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Flow

topic posted

topic developed

topic implemented


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Within a year

Topics created 900

Contributors 750 Topics in implementation 9 Topics completed 6 Value generated vs. investment 4:1


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Other company strategiesDellDellDellDellDellDellDellDell One Dell Way blog family

(including one by Michael Dell himself)

EmployeeStorm

Chatter HSBCHSBCHSBCHSBCHSBCHSBCHSBCHSBC Hired comms research company to audit/diagnose Hired private company to conduct comms survey


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Other company strategiesDeutsche BankDeutsche BankDeutsche BankDeutsche BankDeutsche BankDeutsche BankDeutsche BankDeutsche Bank

A CEO for corporate comm/CSR Professionalized digital assets management

- e-news (2x/month), Blackberry-friendly- intranet platform convergence- online behavior analysis and strategies- communication toolkit

Blogs, not ghostwritten A sassy and polished intranet site


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Other company strategiesVolvoVolvoVolvoVolvoVolvoVolvoVolvoVolvo

Boss who loves dialogue (requires questionsduring every meeting)

Comms survey every 2 years One IC person for each outposted office,

or for every 25-30 people

Not investing in good comms in not anoption.


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Other company strategiesIntelIntelIntelIntelIntelIntelIntelIntel

Right content/channel/audience Integrate 2 cultures:

corporatelocal Unleash the mind/heart/feet

Provide place for women, minorities


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Other company strategiesOthersOthersOthersOthersOthersOthersOthersOthers

Brown bag discussions World cafes

Story-swapping sessions Dinners/coffees/breakfasts Town hall gatherings


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IC is about sharing info.

(MR is about not sharing info.)


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Disruptive communications

High-stakes emotional connection

The wisdom of the crowd


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Simply communicate.

even if communication isnt so simple.

internal communications: the missing link?

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