Books
Paul Barton

Maximizing Internal Communication

Anna Chekhomovahas quoted5 years ago
It may sound like a lot of work to create your own style guide. To make it a less daunting task, start by just typing in rules for the top 10 words you use in your organization. Then, add to the document as word situations arise. Within a month or two, you’ll have a pretty good guide.
Anna Chekhomovahas quoted5 years ago
Can employees access e-mail from home?
Anna Chekhomovahas quoted5 years ago
One way to get out in front of your work, and establish yourself as a strategic communicator and executive counselor as described in Chapter 2, is by conducting interviews and a SWOT (strengths, weaknesses, opportunities and threats) analysis with appropriate executives and key internal clients. This common business analysis technique can be easily applied to strategic communications and make you a better business partner.
Anna Chekhomovahas quoted5 years ago
if feedback mechanisms aren’t integrated into all communication processes and if the feedback collected isn’t meaningful to the organization’s leaders, then such organizations aren’t really engaging in a dialogue.
Anna Chekhomovahas quoted5 years ago
They listen to understand, not to respond. A
Anna Chekhomovahas quoted5 years ago
“Put it before them briefly so they will read it, clearly so they will appreciate it, picturesquely so they will remember it, and above all, accurately so they will be guided by its light.”
– Joseph Pulitzer
Anna Chekhomovahas quoted5 years ago
Put it before them briefly so they will read it, clearly so they will appreciate it, picturesquely so they will remember it, and above all, accurately so they will be guided by its light.”
Anna Chekhomovahas quoted5 years ago
Dunn, B. (2009) “Engaging Employees.” International Association of Business Communicators (IABC), San Francisco. June 10, 2009.
Anna Chekhomovahas quoted5 years ago
“Playing it safe is the riskiest thing communicators can do,” said Dunn (Dunn, B. 2009).
Anna Chekhomovahas quoted5 years ago
Some organizations encourage their employees to participate in external social media channels as a way to extend their brands. For example, Best Buy encourages every employee to be actively engaged on Twitter. Former Best Buy CEO Brian Dunn said the reward his company reaped by allowing his employees to Tweet far outweighed the risk of them saying something inappropriate.
Anna Chekhomovahas quoted5 years ago
Think about a company you are familiar with that has a really strong brand. Now think about your own interactions with that company’s employees. If the company has a strong brand, that company’s employees most likely “live the brand” and make the brand authentic. Think about the interactions between employees that you observe. If employees are working cooperatively, supporting and smiling at one another, the brand imagine is enhanced.
Anna Chekhomovahas quoted5 years ago
It is hard to imagine that employees can effectively engage customers unless they are first engaged themselves with their organization.
Anna Chekhomovahas quoted5 years ago
For retail and service-oriented businesses, frontline employees are the face of those organizations to their customers. They are not just the first line of defense for a brand; they are the brand as far as customers see it.
Anna Chekhomovahas quoted5 years ago
Engaged employees also can be “Cultural Warriors” who influence internal audiences and “Brand Champions” who influence external audiences.
Anna Chekhomovahas quoted5 years ago
Renowned internal communication consultant Roger D’Aprix says the more engaged an employee is, the more he will talk of “we.” The less engaged an employee is, the more he will talk about “me.”
Anna Chekhomovahas quoted5 years ago
Clear to avoid confusion.
Concise because we don’t have time to read.
Consistent so it doesn’t appear to conflict with other messaging.
Coordinated so it doesn’t get lost with other messages.
Credible because if we don’t trust, we don’t believe.
Compelling so we pay attention in the first place.
Anna Chekhomovahas quoted5 years ago
Employees directly impact organizational productivity, and thus, profitability.
Employees influence one another.
Employees influence external audience perceptions, especially those of customers, in ways that public relations and marketing efforts cannot.
Anna Chekhomovahas quoted5 years ago
They create communication structures that allow for transparent top-down communication from leaders, meaningful bottom-up feedback from employees and free-flowing peer-to-peer communication among the entire workforce. They enable the conversations that allow organizations to uncover and leverage untapped knowledge from within their own workforce and achieve maximum effectiveness.
Anna Chekhomovahas quoted5 years ago
Employees know whether an organization’s actions are aligned with its value claims. They know that the attributes that get an employee hired, the accomplishments that get an employee promoted and the specific actions that can get an employee fired speak volumes about what an organization really stands for. Employees need organizations where the “do” matches the “say.”
Anna Chekhomovahas quoted5 years ago
They need their organizations to be open and honest and to communicate the business rationale for difficult decisions.
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