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Internal Communication Success: Best Practices within the Pharmaceutical and Medical Device Industries to Ensure Organizational Effectiveness

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Technological advances have dramatically increased the amount and frequency of communication in the pharmaceutical and medical device workplace - in particular Internal Communication. However, the …

Technological advances have dramatically increased the amount and frequency of communication in the pharmaceutical and medical device workplace - in particular Internal Communication. However, the diversity of communication tools, sources, and platforms makes it difficult to ascertain the preferred and most effective Internal Communication tactics and strategies within these industries.

Best Practices, LLC conducted this research to identify the most effective Internal Communication tools and how employees within the pharmaceutical and medical device industry best utilize various communication formats to achieve organizational objectives.

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  • 1. Internal Communication Success: Best Practices within the Pharmaceutical and MedicalDevice Industries to Ensure Organizational Effectiveness Best Practices, LLC Benchmarking Report
  • 2. Project Methodology and Study ObjectivesOver the years, the communication process evolved due to technological advances andchanges. This research study seeks to identify the most effective communication strategiesand tactics for reaching internal executivesto achieve organizational success/efficiency. Research Objectives:  Identify types of internal communication mostly used by executives.  Identify preferred medium for internal communication.  Measure internal communication effectiveness. Field Research & Insight Development Primary Objective  Research based on survey tool designed and implemented by Best Practices®, LLC. Explore the most effective INFORM INFORM  Tool used to gather insights from 183 leaders and preferred at 162 companies. communication strategies  Leaders are from different industry segments for reaching internal across 6 continents. executives.Copyright © Best Practices®, LLC 1
  • 3. Definitions Used in the Research Communication is a process where information is shared between two or more people or organizations. Field researchers used the following definitions to differentiate communication types. Internal Communication: Any kind of interaction between people in the same or various departments within an organization in order to ensure clarity of information is termed as Internal Communication.Copyright © Best Practices®, LLC 2
  • 4. List of Participating CompaniesBest Practices®, LLC gathered insights a total of 63 leaders at many pharmaceutical andmedical device companies.Copyright © Best Practices®, LLC 3
  • 5. Internal Communications Highlights  Task Updates are Most Important: Respondents were most interested in company project/task updates, followed by general announcements within the company.  “How am I doing?”: Most respondents were interested in receiving information around coaching and feedback, as well as shared success stories and insights.  Email is King: Over 90% of respondents reported utilizing emails to communicate with colleagues. Alternatively, pharmaceutical respondents depend much more heavily on blogs for internal information than non-pharmaceutical respondents, who depend more heavily on company newsletters.  But Email is Time-Consuming: Nearly 1 in 4 respondents stated that they spend more than 16 hours per week checking emails. Almost have say they spend more than 11 hours checking emails per week.  PowerPoint Dominates Communication within the Company: PowerPoint dominates as the mode of communication, but respondents are much more likely to use memos and reports for subordinates than they are for superiors.  Effectively Tackle Internal Communication Using Type: Organizing emails by type (action required vs. informative) is the most effective method. However, Pharmaceutical respondents then considers (1) the sender and (2) the content while non-Pharmaceutical respondents utilize technology to consider importance.Copyright © Best Practices®, LLC 4
  • 6. Interest in Types of Information Received –Pharmaceutical SegmentThe majority of the Pharmaceutical segment reported being interested in receivingindustry information, performance data and success stories. What types of information are you interested in receiving? Industry information 76% Performance data 74% Benchmarking information/ Departmental / 71% Functional Benchmarks Success stories/Best Practices 76% N=34Copyright © Best Practices®, LLC 5
  • 7. Most & Least Commonly Used Medium for Internal Communication – Pharmaceutical Segment The majority of the Pharmaceutical segment reported using emails to communicate internally followed by face-to-face discussion and telephone usage. What are the main mediums through which you receive information? Rate in order of 1-9 the most commonly used mediums, 1 being the most commonly used and 9 being least commonly used. Individual Voicemail 20% N=30emails/corporate 82% emails N=33 Weekly/branch 10% N=31 newsletters Face-to-face 58% discussions N=33 Blogs 7% N=30 Telephone 48% N=33 Podcasts 6% N=31 Most Commonly Used Least Commonly Used Copyright © Best Practices®, LLC 6
  • 8. Use of Mobile for Internal Communication –Pharmaceutical SegmentAlmost all of the Pharmaceutical segment reported using their mobile devices to checkand forward emails over all other alternatives. Which of the following work-related external communications do you check and forward (to colleagues at work) daily using your Mobile device? Check daily using mobile Forward daily using mobile 96% 86% 39% 25% 21% 18% 7% 11% 4% 0% 4% 0% Voicemail Blogs Company Weekly/branch Podcasts emails/corporate intranet newsletters Individual emails N=28Copyright © Best Practices®, LLC 7
  • 9. Preference vs. Effectiveness: InternalCommunication Using Mobile – PharmaceuticalAlmost all of the Pharmaceutical segment reported that they highly preferred using emailto interact with their colleagues on their mobile device. Compared to the overallbenchmark class, the pharmaceutical segment is more likely to utilize blogs, and lesslikely to utilize newsletters. Please indicate preference and effectiveness of the following types of internal communication you used to interact with your colleagues through your Mobile. 94% Highly preferred Highly effective 78% 44% 38% 38% 31% 25% 25% 9% 9% 0% 3% Individual Company Voicemail Weekly/branch Podcasts Blogs emails/corporate intranet newsletters emails N=32Copyright © Best Practices®, LLC 8
  • 10. Effective Tools for Vendor Communications –Overall and Pharmaceutical SegmentBoth the Pharmaceutical and general benchmark classes reported that they find face-to-face meeting to be the most effective way to share vendor communications internally.Webinars, voicemail, blogs, and newsletters are considered ineffective. For the following types of content that could be communicated to you from internal parties, please choose the most effective tools. Overall Pharmaceutical Segment 77% 63% 49% 47% 35% 30% 7% 9% 2% 3% 3% 5% 7% 6% 7% 3% News Blogs/ Voice mail Webinars Intranet Phone Emails Face to letters Social face Media meeting N Overall=93 N Pharma=30Copyright © Best Practices®, LLC 9
  • 11. Effective Tools for Best Practices – Overall andPharmaceutical SegmentBoth the Pharmaceutical and general benchmark classes reported that they find email tobe the most effective way to share best practices internally followed by the Internet andface-to-face meetings. For the following types of content that could be communicated to you from internal parties, please choose the most effective tools. Overall Pharmaceutical Segment 57% 50% 50% 43% 43% 42% 40% 35% 24% 20% 13%13% 5% 7% 1% 0% Voice mail Phone Blogs/ News Webinars Face to Intranet Emails Social letters face Media meeting N Overall=93 N Pharma=30Copyright © Best Practices®, LLC 10
  • 12. Effective Tools for Benchmarking Information –Overall and Pharmaceutical SegmentBoth the Pharmaceutical and general benchmark classes reported that they find email tobe the most effective way to share benchmarking information internally. For the following types of content that could be communicated to you from internal parties, please choose the most effective tools. Overall Pharmaceutical Segment 66% 63% 47% 42% 30% 24% 23% 24%27% 25% 11% 7% 2% 3% 3% 3% Voice mail Phone Blogs/ Face to Webinars News Intranet Emails Social face letters Media meeting N Overall=93 N Pharma=30Copyright © Best Practices®, LLC 11
  • 13. Sharing Benchmarking Information with Superiors,Peers & Subordinates– Pharmaceutical SegmentThe Pharmaceutical segment reported that they prefer Power Point format from all of theircolleagues when sharing benchmarking information. Which of the following templates do you prefer to use for internal communication with your peers, Superiors and Subordinates? Superior Peer Subordinate 76% 73% 69% 37% 37% 31% 28% 24% 24% 24% 20% 17% 17% 17% 17% 13% 13% 7% PowerPoint Excelsheet Word Briefingnotes Memos Webinars presentation documents/ Reports (Written) NSup=29 NPeer=30 NSub=29Copyright © Best Practices®, LLC 12
  • 14. Effective Tactic to Prioritize Communications –Pharmaceutical SegmentMore than half of the Pharmaceutical segment reported that organizing information bytype is the most effective way to prioritize communications followed by organizing bytechnology that indicates priority. Please rate the most effective way to prioritize communications received. Highly Effective Somewhat effective Neutral 6% 12% 16% 30% 38% 42% 38% 52% 25% 64% 42% 47% 29% 22% By type By type of content By level of sender By technology Size of the ofcommunication that indicates communication (Informative priority vs.action required) N=33 N=32 N=33 N=32 N=31Copyright © Best Practices®, LLC 13
  • 15. Voices From the Field “I dont want to miss something important because I was offended by the manipulative introductory sentence.” Based on your experience, what are ways of using/modifying external and internal communication communications to improve productivity?Copyright © Best Practices®, LLC 14
  • 16. About Best Practices, LLC Best Practices, LLC is a research and consulting firm that conducts work based on the simple yet profound principle that organizations can chart a course to superior economic performance by studying the best business practices, operating tactics and winning strategies of world-class companies. Best Practices, LLC 6350 Quadrangle Drive, Suite 200, Chapel Hill, NC 27517 919-403-0251 best@best-in-class.com www.best-in-class.comCopyright © Best Practices®, LLC 15

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