1. 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

2. 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

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%
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

7. Current State

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

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

10. 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

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

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

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:

19. Example:

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 Print comes in many forms: Newsletters Fliers
Birthday cards
Thank you cards

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

25. Let’s Talk Tools
Social media

27. 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?

28. Sources for Department News
Face-to-face

29. Big Bang and Evolution

30. Questions