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

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

Current State

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

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

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

Principles Before Process • Know your numbers

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

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

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

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

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

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Presentation Transcript

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