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Internal Communication 101: Developing a simple and effective internal communication program for your unit, department, or school. Class 1. Name? Department? What do you do? What do you want to learn today?. Quick Poll: Who are we talking about?. Why Internal Communications?. Goals.

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Class 1

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  1. Internal Communication 101:Developing a simple and effective internal communication program for your unit, department, or school Class 1

  2. Name? • Department? • What do you do? • What do you want to learn today?

  3. Quick Poll: Who are we talking about?

  4. Why Internal Communications?

  5. Goals • Promote understanding • Build confidence among employees, who then become better ambassadors for the institution and its reputation • Drive engagement

  6. Engagement: the Breakdown 25% - 3% Source: Corporate Leadership Council

  7. Current State

  8. Principles Before Process Executive • Top down Senior Management Managers Frontline staff

  9. Principles Before Process Executive • Bottom up Senior Management Managers Frontline staff

  10. Principles Before Process Executive • Know your audience Senior Management Managers Frontline staff

  11. Principles Before Process • Know your numbers

  12. Principles Before Process • Pick the right tools for the right job

  13. Let’s Talk Tools • Web • Email • Face-to-face • Print • Social media • Video, Phone, WebEx, etc.

  14. Let’s Talk Tools • Web • Repository for internal news/updates, files/attachments, forms, etc. • Secured or unsecured • Part of department site or separate • Metrics

  15. Example: Web

  16. Example: Web

  17. Let’s Talk Tools • Email • Push/pull with website • Newsletter vs. message • Internal or hosted service • The great graphics debate • Targeted groups vs. broadcast • Metrics

  18. Example: Email

  19. Example: Email

  20. Let’s Talk Tools • Face-to-face • Are senior leaders visible in the department? • Senior management meetings • Staff meetings • All-hands meetings

  21. Source: The State of Internal Communications in Duke’s Schools, Departments and Units

  22. Let’s Talk Tools • Print • Do portions of your audience not have regular online access? • Geographically centralized or dispersed? • Critical points of access? • Aiming to influence perception, change in strategic direction? • Collateral audiences?

  23. Let’s Talk Tools • Print

  24. Let’s Talk Tools • Social media • External implications • Engaging with negative posts • Care and feeding

  25. Let’s Talk Tools • Social media

  26. Let’s Talk Tools • Video, Phone, WebEx, etc. • Is your audience large, dispersed? • Is travel a hurdle for audience? • Aspects more effective visually? • Emotional call-to-action?

  27. Sources for Department News Face-to-face

  28. Big Bang and Evolution

  29. Questions

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