1. The journey towards the nirvana of internal communication UNECE work session July 2 2010, Paris

2. We are here! Information handled differently Lack of dialogue Background and consequences of decisions Written information Managers not trained in communication Lack of communication tools No common plan for top management The intranet is slow and unstructured

3. All managers on board! Nearest manager is the most important channel Communication responsibility Create meaning and context by: Screening and prioritizing Explaining and translating Using dialogue Commitment from top management

4. But where are we going?! Strategy for internal communication Background Purpose Goals Stakeholders Channels Types of internal communication Communication responsibility Activity list Tools and methods

5. What to bring… Communication system What - Message Operative Controlling News Changes Culture Intelligence Strategies Visions and values Informal What - Message Operative Controlling News Changes Culture Intelligence Strategies Visions and values Informal How - Channels Meetings Operations Intranet Newsletters Magazine E-mail Telephone Others How - Channels Meetings Operations Intranet Newsletters Magazine E-mail Telephone Others Who – Stakeholders Management Unit heads Employees Process managers Customers Non-paying customers Union representatives Others Who – Stakeholders Management Unit heads Employees Process managers Customers Non-paying customers Union representatives Others

6. Setting up the system 1. Make inventory 2. Describe present system 3. Analyze and compare 4. Suggest improve- ments 5. Action plan 6. Follow- up

7. Stakeholder table - employees ChannelGoal/purposeContent/messageFrequency/ assessment Grade 1 Unit meetingsGive ”the big picture”. Dialogue between groups. Awareness. News from the organization. News from groups. Once a month (enough). Difficult to find subjects that are of interest to all 2 2 Group meetingsBy discussion solving operative questions Operative information. What’s working and not within the group. Once/week in some groups. I don’t have time to come! 2-3 3 Newsletter on the intranet Everybody should have knowledge of what the rest of the unit is doing. What I am doing the present week, all groups, upcoming courses etc Once/week. Does everybody read them? 2

8. Setting up the system 1. Make inventory of stakeholders 2. Describe present system with each stakeholder 3. Analyze and compare your communication with the stakeholders 4. Suggest improvements in the system 5. Make actionplan with concrete improvement activities 6. Follow-up on the system

9. More things to bring Communication plan Awareness of the importance of communicating Plan the communication activities from the start For projects, events etc Simple document available on the intranet Efficient meetings

10. ”Are we there yet?” ?

11. Thank you! christine.uhrlanderlindbom@scb.se