Paul Welcome … let’s get started. Internal Communication 101: Developing a simple and effective internal communication program for your unit, department, or school Class 1

What do you want to learn today? Name? Department? What do you do? What do you want to learn today? Each participant briefly introduces themself and explains what they want to get out of the class

Quick Poll: Who are we talking about?

Why Internal Communications?

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

Engagement: the Breakdown 25% - 3% The typical workforce breaks out into three groups: 76% Agnostics – vary in terms rational and emotional commitment, capable of swinging either way 11% True Believers – the Top Guns – the best of the best, die hards who go above and beyond 13% Disaffected or Disenfranchised You could probably name people in our units who fit these descriptions. Some employers have 8 times more True Believers. Give me some examples of employers who you think would fall into this category So, what are those companies doing that the others aren’t? Source: Corporate Leadership Council

Current State

Principles Before Process Top down Executive Senior Management Managers Frontline staff

Principles Before Process Bottom up Executive Senior Management Managers Frontline staff

Principles Before Process Know your audience Executive Senior Management Is your executive an introvert or extrovert? Is he or she visible in the department? Do your executive and senior managers have the trust of members of the department? Are your faculty and staff centralized in a geographic area or dispersed? Are segments of your population not have regular online access at work? Do executive or senior managers have regular staff meetings or all-hands meetings? Managers Frontline staff

Principles Before Process Know your numbers What gets measured, gets done. Determine what is working? Argue for value/return on investment?

Principles Before Process Pick the right tools for the right job Don’t you hate it when someone keeps sending you email after email when a quick phone call could resolve the issue quickly? Don’t

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

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

Example: Web

Example: Web

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

Example: Email

Example: Email

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

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

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?

Let’s Talk Tools Print Print comes in many forms: Newsletters Fliers Birthday cards Thank you cards

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

Let’s Talk Tools Social media

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?

Sources for Department News Face-to-face

Big Bang and Evolution

Questions