What Did You Say? Internal and External Communications

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Effective communication is vital to an organization's success. Communication comes in many forms, i.e., electronic, hard-copy and of course, the spoken word. This presentation from the 2012 National Postal Forum in Orlando Florida provides the do's, don'ts and best practices for communicating efficiently and effectively.

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What Did You Say? Internal and External Communications

  1. 1. What Did YouSay? Internal & External Communications Jeff Stangle Christine J. Erna April 3, 2012
  2. 2. AGENDAThe Cost of PoorCommunicationsWho Is Our Customer?Crafting a SuccessfulMessageBest Practices forCommunicating Spoken Word Power Point Electronic/E-mail
  3. 3. The Staggering Impact:The Cost of Poor • $37 billion: total estimated cost ofCommunication employee misunderstanding – 400 surveyed corporations in the U.S. and U.K. – Average cost per company is $62.4 million per year • $26,041: cumulative cost per worker per year due to productivity losses from communications barriers. Conversely: • Companies that have leaders who are highly effective communicators had 47% higher total returns to shareholders • Best Buy found that higher employee engagement scores led to better store performance. – The company found that for every percentage point it boosted employee engagement, individual stores saw a $100,000 increase in operating income annually. Source: David Grossman, founder and CEO of The Grossman Group 3 author of You Can’t Not Communicate and the follow-up, You Can’t Not Communicate
  4. 4. WHO IS YOURCUSTOMER?Someone who pays forgoods or servicesInternal person whosponsors my projectAnyone who needs myproduct, service, orexpertise
  5. 5. Tips for Effective Communication Start with a Solid Foundation  Give Advice When Needed Have a Method or a System  Avoid Jargon Do More Listening Than  Avoid Assumptions Talking  Use Examples When Possible Don’t Be Afraid to Ask Questions  Make Your Communication Count Be Patient with Your Explanations  Put it in Writing Explain Your Reasons and  Keep it Professional Thought Processes National Postal Forum 2012
  6. 6. Crafting a Successful Message6 Steps to form your message: Choice of Medium affected by: Get the Person’s Attention  Need for record Define the Problem  Direction of the information flow Establish the Sense of Urgency  Number of people to be reached Provide Direction  Confidentiality Establish Credibility  Nature of the information – length, complexity, speed of transfer Define the Expected Outcome  Cost of the medium National Postal Forum 2012
  7. 7. The Spoken Word - Best Practices The Elevator Pitch  A short summary used to quickly and simply define a product, service, or organization and its value proposition.  It should be possible to deliver the summary in the time span of an elevator ride, or approximately thirty seconds to two minutes.  Situation – The CEO of your company gets on the elevator, and you have 30 seconds of uninterrupted time to explain a new idea  What do you say?  How do you get the message across in 30 seconds? National Postal Forum 2012 7
  8. 8. The Spoken Word - Best PracticesThe Perfect Elevator Pitch “Pop Quiz Hot Shot! There’s a bomb on a bus” – Attention grabber “Once the Bus goes 50MPH, the bomb is armed, if it drops below 50, it blows up. What do you do?” – Define the Problem / Sense of Urgency “Place $3.7MM in unmarked dollars in a trash can” – Provide Direction Used to be on the bomb squad - Credibility National Postal Forum 2012 8
  9. 9. Non-Verbal Communications National Postal Forum 2012
  10. 10. Communicating in Power Point - BestPractices Preparing your presentation – Communicating your message effectively Preparing good quality slides – Pitfalls – Hints and tips to maximize usefulness Presenting your talk Avoid jargon or acronyms National Postal Forum 2012
  11. 11. Communicating in Power Point - BestPractices Write your conclusion / summary slide first Keep to about 5 key points Develop an overall theme/story Stick to time limit: approx. 1 slide per available minute Get to the point (e.g. show data within 5 minutes) National Postal Forum 2012
  12. 12. How to construct a Power Point – BestPractices Return Mail is We can The impact costing reduce return this will have our company mail by doing on the money the organization following… is… - $3 per piece in - Get critical Operating cost information - $100 in on each mail piece - Reduce operating cost receivables on - Improve workflow - Reduce postage unpaid invoices - Employ “proven” - Get invoices paid - Lost opportunities technology on marketing campaigns National Postal Forum 2012
  13. 13. How to construct a Power Point – Your Turn National Postal Forum 2012
  14. 14. E-Mail Messaging - Best PracticesWhen Youre the Sender 6. Provide context to frame your message.1. Make sure that email is the right communication tool for the job. 7. Dont forget the rules of grammar and punctuation.2. Get to the point right away. 8. One message, one topic.3. When asking a question, be sure to ask the question. 9. Provide a summary when you forward an "FYI" email.4. Specify who should respond. 10. Subject Line5. Be clear about when you need a response. National Postal Forum 2012
  15. 15. E-Mail Messaging - Best PracticesWhen Youre the Recipient1. Dont make any assumptions about the senders emotional state.2. Dont escalate a conflict by sending an emotionally charged response.3. Ask for clarification.4. Use your email softwares built-in tools to help organize messages.5. Remember: You dont have to respond to every message right away. National Postal Forum 2012
  16. 16. Internal Communications - Best Practices What kind of information am I communicating  Technical  Operational  Confidential Detailed process documents are needed to convey the specifics Process Maps clearly show  flow and ownership  potential gaps and opportunities National Postal Forum 2012
  17. 17. Sample High Level Process Map Be sure to show enough details. Who does the presort – IT or Production? National Postal Forum 2012
  18. 18. Communicating Operational Information - Performance Numbers and stats convey the facts – not the interpretation. National Postal Forum 2012
  19. 19. Dashboards Interpret and present High Priority MediumPriority Low Priority the data a Multiple Levels Process Production Disaster Recovery Design Standards Central Reporting Presort/Delivery Print/Production Process Maps Track & Trace Reply&Return Data Quality (Visibility) Funding BU/Department General Mail HQ Distribution General Mail Financial Services General Mail Human Resources General Mail Regional & district office General Mail Service Centers Executive Leadership Statements Payroll Statements Banking Operations Statements Services Promotional Print Services Promotional Media Scorecard Area of Concern Improvement Best Practice TBD Corporation 8 99 287 76 Mail Council / Postal Strategy OVERALL RESULTS: BU/Department General Mail HQ Distribution 0 24 13 10 General Mail Financial Services 0 17 16 14 General Mail Human Resources 0 6 25 16 Team General Mail General Mail Statements Statements Regional & district office Service Centers Payroll Banking Operations 0 0 0 2 23 3 7 1 14 40 35 42 10 4 5 2 Statements Services 0 12 22 13 Promotional Print Services 3 3 40 1 Promotional Media 3 3 40 1 Program Owners 2009 2009 2009 2009 Jan Feb Mar Apr NCOALink License / Move Update Processing Entire DB CASS 20 17 20 20 Data Used 1 2 0 0 NCOA 2 2 2 0 Daily Delete EWS 0.21% 0.00420% 0.24% 0.00430% 0.18% 0.00365% 0.18% 0.00326% CASS CASS 98.3% 98.3% 98.3% 97.9% DPV 97.6% 97.6% 97.7% 97.3% Wo rst Est. PBV 2009 May 20 0 0 0.16% 0.00386% 98.3% 97.7% 2009 Jun 20 1 1 0.17% 0.00464% 98.3% 97.7% 2009 July 18 1 2 0.22% 0.00402% 98.3% 97.7% 2009 Aug 19 2 1 0.16% 0.00023% 98.3% 97.7% 0.987803 2009 Sep 20 0 1 0.19% 0.00029% 98.3% 95.5% 0.986503 2009 Oct 20 0 2 0.24% 0.00021% 98.3% 97.7% 0.986586 2009 Nov 20 0 2 0.20% 0.00023% 98.3% 97.7% 0.987086 2009 Dec 20 0 2 0.20% 0.00021% 98.3% 97.7% 0.987036 2010 Jan 20 0 2 0.17% 0.00022% 98.3% 97.7% 0.986971 Process Owners 2010 Feb 20 0 2 0.18% 0.00020% 98.3% 97.7% 0.986903 2010 Mar 20 0 2 0.15% 0.00022% 98.3% 97.8% 0.987113 2010 Apr 20 0 1 0.18% 0.00019% 98.4% 97.8% 0.98724 2010 May 20 0 1 0.16% 0.00019% 98.4% 97.8% 0.987523 2010 Jun 20 0 0 0.14% 0.00017% 98.4% 97.8% 0.987328 2010 Jul 19 0 2 0.16% 0.00022% 98.4% 97.8% 0.987072 2010 Aug 20 0 0 0.21% 0.00027% 98.4% 97.8% 0.981249 2010 Sep 20 0 0 0.14% 0.00027% 98.4% 97.8% 0.987201 2010 Oct 20 0 2 0.20% 0.00014% 98.4% 97.8% 0.987362 2010 Nov 20 0 2 0.17% 0.00016% 98.4% 97.8% 0.987177 2010 Dec 20 1 1 0.04% 0.00015% 98.4% 97.8% 0.987054 CASS & DPV CASS Coded DPV Confirmed Operation Owners 100.0% 99.0% 98.0% 97.0% % 96.0% 95.0% 94.0% Jul Oct Oct Jan Feb Jun Jan Feb Jun Mar Mar May July Nov Dec May Nov Dec Sep Sep Aug Aug Apr Apr Jan 2009 - Dec 2010 National Postal Forum 2012
  20. 20. Crafting a Successful MessageVital when pitching a new idea Simple: make sure you know what the message is you want to convey, and what is filler. Remove the filler. Unusual: get attention with information that is unusual, unknown, or unexpected (shock value) Confirm and convey credible facts Concentrate on only concrete ideas and details (no abstractions) Evoking emotional connections (when possible) Share a story / example Show the value of a successful outcome National Postal Forum 2012
  21. 21. Questions? Thoughts? Comments?National Postal Forum 2012 21
  22. 22. Jeff Stangle Director of Solutions, Enterprise Postal Consulting CMDSM, MQC, Six Sigma Black Belt Pitney Bowes Management Services (704)461-8072 - Office (860)459-6332 - Cell Bow to others in respect, but do not lose sight of the horizon. www.pb.com | www.pbmanagementservices.com Every connection is a new opportunity™Jeff Stangle is the Director of Solutions Development for Pitney Bowes Management Services. In hisrole, Jeff manages the Pitney Bowes Center for Applied Knowledge. The Center for Applied Knowledgeis a network that combines knowledge of postal rates, legislation, and technology with Six Sigmaprocess improvement strategies in order to help mailers analyze and improve their end-to-end mailingprocesses.Jeff is a Six Sigma Black Belt. He has designed and implemented mailing process improvements in thefollowing areas: Data Entry, Address Quality & Return Mail, Database Management, Mail Piece Design,Presort Optimization, Intelligent Mail Barcode Analysis, Regulatory Compliance, Invoice Cash FlowOptimization, and Mail Piece Tracking Analytics. Jeff holds two patents for his work on Address QualityProcesses.Jeff has been involved in many postal initiatives and workgroups. He has lead workgroups for theMailers’ Technical Advisory Committee and actively participates with customers to influence changingpostal regulations and technology. He is a recognized speaker at PCC, MSMA, NPF, and MAILCOM,delivering presentations that go beyond sharing industry knowledge. Jeff’s presentations focus on howto apply knowledge in order to generate results. National Postal Forum 2012 22
  23. 23. Christine J. Erna MDP, AQS Engagement Manager Enterprise Postal Consulting Pitney Bowes Management Services 603.974.1169 978.201.0791 203.617.6847 E: christine.erna@pb.com www.pb.com | www.pbmanagementservices.com Every connection is a new opportunity™An executive with years’ of experience in direct mail with proven abilities in leadership,consulting, selling, education, and training in direct mail marketing, mail-piece design,letter-shop and fulfillment operations, and postal operations. Track record with USPS (18years) includes key leadership roles, executive management and technical positions.A sought-after postal requirement consultant, and an accomplished, well-known publicspeaker and presenter at industry events, Christine presents educational seminars toclients, prospects and partners on a wide range of topics within the direct mail arena. Shehas been a guest speaker and presented educational seminars within the Direct Marketingindustry at various events, conferences and tradeshows including Boston Print Buyers,New England Direct Marketing Association, PINE Printing Industries of New England,MAILCOM, DMIA National Conference and the National Postal Forum. National Postal Forum 2012 23
  24. 24. THANK YOU.

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