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Copyrights HospitalPortal.net 2016. All rights reserved.
BEST PRACTICES in
Internal Communication
Using your Hospital Intranet
Anne La Francis
Director of Sales and Marketing
HospitalPortal.net
Angela Novak
Client Services Director
H2M
Copyrights HospitalPortal.net 2016. All rights reserved.
Agenda
• Key tips for publishing relevant content on your Intranet
• How to better distribute and present vital information to our staff
• Ways to engage your employees with your content
• How to encourage collaboration amongst staff
• Tools for providing leadership with valuable staff feedback
• How to incorporate the above ideas and concepts into your Intranet
Copyrights HospitalPortal.net 2016. All rights reserved.
HospitalPortal.net & H2M share a mutual client…
“We have relied on HospitalPortal.net to manage our intranet for many years. The “Central Line” as it is called is a
vital tool used for internal communications with our 900 employees and 80+ medical staff at Lake Region
Healthcare. Their easy-to-use interface helps us to keep intranet content fresh and relevant.”
______________________________________________________________________________________________
“Lake Region Healthcare has been a client of H2M since the fall of 2012 and have become an extension of our
marketing department. They treat our business as if it were their own, seeking to learn and understand our industry
and marketplace through in-person visits, extensive research and collaboration with our internal staff on projects
from media production to graphic design and PR to content development.”
Katie N. Johnson
VP, Marketing & Communications
and LRH Foundation
Lake Region HEALTHCARE
Copyrights HospitalPortal.net 2016. All rights reserved.
Creating an Internal
Communication
Program
Copyrights HospitalPortal.net 2016. All rights reserved.
Why internal communication?
• Employee engagement
• Brand ambassadorship
• Work smarter, not harder
For every 2% increase in employee satisfaction,
there is a 1% increase in retention…
Your Employees Power Your Long-term ROI.
Copyrights HospitalPortal.net 2016. All rights reserved.
Employee engagement
• Proactive transparency builds trust and
respect between the health system
and its employees.
• Regular internal communication unites
employees by breaking down the silos
and/or barriers between service lines,
departments and locations.
Copyrights HospitalPortal.net 2016. All rights reserved.
Brand ambassadors
• Your employees are your best brand
ambassadors.
• Because your patients spend the
majority of their time interacting with
your employees, consistency and
authenticity in messaging is key.
Patients can never love your hospital
until your employees love it first.
Copyrights HospitalPortal.net 2016. All rights reserved.
Work smarter, not harder
• You are already developing strong external
content, so capture the messages in one
centralized intranet portal, making it easy
for employees to stay informed and
efficient for you to publish.
Copyrights HospitalPortal.net 2016. All rights reserved.
What’s the best approach?
• An internal communication program that’s integrated within your overall
marketing communication department and that leverages multiple employee
touchpoints.
• Tactics include:
• Become your own publisher
• Tell employees first
• Make it a two-way street
• Maintain a regular schedule
• Launch a brand ambassador program
Copyrights HospitalPortal.net 2016. All rights reserved.
Become your own publisher
• Manage all of your communication messages
across all channels with a comprehensive
content calendar.
• Channels should include all communication
touchpoints throughout the employee
experience.
Copyrights HospitalPortal.net 2016. All rights reserved.
Tell employees first
• Healthcare employees are
accustom to being empowered;
they are on the frontlines of
making vital decisions everyday.
• Healthcare employees should be
the first to know…and sometimes
the ONLY to know.
Daily Happenings
•Trainings
•Celebrations
•Menus
•Quality reports
•Census
information
•Births
Earned Media/PR
Updates
•Hospital
improvements
•New facility
upgrades
•Mergers or
acquisitions
•Community
programs
Leadership Updates
•Leadership blogs
•Leadership
academy
Social Feed
•Social network
updates
Crisis
Communication
•Emergency
preparation and
response
Copyrights HospitalPortal.net 2016. All rights reserved.
Make it a two-way street
• Successful internal communication
offers employees an opportunity to
ask questions, give ideas and
participate in the communication
overall.
• This should happen both through your
intranet and in-person.
Copyrights HospitalPortal.net 2016. All rights reserved.
Maintain a regular schedule
• Proactive communication on a regular
schedule is key.
• Offer relevant, timely content and they will
keep coming back for more.
Copyrights HospitalPortal.net 2016. All rights reserved.
Launch a Brand Ambassador Program
• Empower though leaders and influential
employees to be your boots-on-the-
ground messengers.
• Arm them with key talking points and
Q&As.
• Gather what they are hearings so
leadership gains frontline knowledge.
Copyrights HospitalPortal.net 2016. All rights reserved.
Intranets empower
employees.
Copyrights HospitalPortal.net 2016. All rights reserved.
Why an Intranet for Internal Communications?
Nurses
OperationsVolunteers
PhysiciansEmployees
Intranet Leadership
Contract
Staff
Board
Communications
Content
Social
Policies & ProceduresCalendars & Updates
Self-Service
Two-way communication
• They promote self-sufficiency
• Connects everyone in the organization
• Gives quick, real-time access to vital
information
• Automates workflow and increases
productivity
• Allows for standardized communication
• Decentralized content management
• Content is extremely easy to edit and always
up to date
• IT staff is freed up to focus on other mission
critical tasks
Copyrights HospitalPortal.net 2016. All rights reserved.
What is the main channel your organization
uses for internal communication?
Email
External-facing website
Printed newsletters/material
Intranet
No consistent internal communication
POLL QUESTION #1
Copyrights HospitalPortal.net 2016. All rights reserved.
Internal Communication
Features of an Intranet
• Events/Announcements
• Leadership Blogs
• Chat Feature
• Forums
• Idea Bank
• Hospital Wikis
• Leadership Academy
• Social media ambassador program
• Photos/Slideshows
• Community happenings
• Physician and board member portals
• Crisis Management
Copyrights HospitalPortal.net 2016. All rights reserved.
Slideshow/Image Gallery
• Make the images engaging
• Front and Center
• Uniform sizing & formatting
• Text + Picture/Photo
• Can be hyperlinked
• Uses
• Engaging announcements
• Feel-good stories
• Commonly viewed pages
• Internal Advertising
Announcements
Copyrights HospitalPortal.net 2016. All rights reserved.
Copyrights HospitalPortal.net 2016. All rights reserved.
News
• Uses
• Hospital events
• Training/educational classes
• New available resources
• Running newsletter
• Events Component
• Include Pictures
• Description
• Uniform look
• Limit quantity on initial display
Announcements
Copyrights HospitalPortal.net 2016. All rights reserved.
Events component features & options
• Picture
• Title Field
• Description Field (Brief Description)
• Detailed Description
• Date and Time
• Links
• Comments
Announcements
Copyrights HospitalPortal.net 2016. All rights reserved.
Scroller
Uses
• Fires
• Evacuations
• System Outages
Features
• Scheduled or on the fly
• Global
• Clickable links
Announcements
Copyrights HospitalPortal.net 2016. All rights reserved.
• Collaborate, learn, 2-way
communication, etc.
• Enable comments
• Archives
• Examples
• Departmental
• Adding a connection
• Personal
• Leadership/CEO
• Vlog
Blogs
Copyrights HospitalPortal.net 2016. All rights reserved.
Chat
Copyrights HospitalPortal.net 2016. All rights reserved.
Forums
• Staff Forums
• Departmental Forums
• Project collaboration
• Examples
• Classifieds/Want
Ads
• Team projects
• Ride sharing
• Employee recipes
• Q&A
Copyrights HospitalPortal.net 2016. All rights reserved.
Idea Bank
Copyrights HospitalPortal.net 2016. All rights reserved.
Hospital Wikis
• Search Wiki
• Hospital FAQs
• Click on question to see
expanded answers
• Ask HR or any department
• Submit an inquiry if question
wasn’t answered
• Employee Wiki - connect to
employee profiles
Copyrights HospitalPortal.net 2016. All rights reserved.
Leadership Academy
• Calendar of Events
• Collaboration center
• Leadership contacts
• Meeting resources/minutes
• Training
Copyrights HospitalPortal.net 2016. All rights reserved.
Social Media Ambassador Program (SMA)
• Brand standard manuals
• Hospital logos
• Social messages
• Pre-scripted emails
• Video library
• Approved photos
• Form to apply for the
program
Copyrights HospitalPortal.net 2016. All rights reserved.
Forms & Workflows
Copyrights HospitalPortal.net 2016. All rights reserved.
Restricted-View Pages for Specific Staff
Copyrights HospitalPortal.net 2016. All rights reserved.
Community Page
• Photo galleries
• Photo submission form
• Community events and
calendar
• Fundraising tracker
• Donation form
Copyrights HospitalPortal.net 2016. All rights reserved.
Board Page
• Meeting packets
• Meeting notes archives
• Committee lists
• Board calendar
• Dashboards
• Voting
Copyrights HospitalPortal.net 2016. All rights reserved.
Physician Page
• Physician forum
• Physician calendar
• Links to relevant resources
• On call schedule(s)
• News and announcements
• Orders and Protocols
• Onboarding resources
• Market to potential
providers
Copyrights HospitalPortal.net 2016. All rights reserved.
Crisis Management
Intranet
Features to
help with
Crisis
Management
Training/educational
resources
Videos
Forums
Contact directories
Emergency vendor
directories
Mass notifications/alerts
Chain of commands lists
Emergency codes
Dedicated pages to crisis
topic
Blogs
Ticket management
Emergency scroller
 Alert Employees First
 Keep Employees Constantly
Informed
 Document Crisis Management
Procedures in Place
Copyrights HospitalPortal.net 2016. All rights reserved.
Crisis Management Tools
Copyrights HospitalPortal.net 2016. All rights reserved.
Q & A
Copyrights HospitalPortal.net 2016. All rights reserved.
THANK YOU!
Anne La Francis
HospitalPortal.net
Director of Sales and Marketing
ALaFrancis@HospitalPortal.net
Angela Novak
H2M
Client Services Director
angela@h2m.biz

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Best Practices in Internal Communication Using Your Hospital Intranet

  • 1. Copyrights HospitalPortal.net 2016. All rights reserved. BEST PRACTICES in Internal Communication Using your Hospital Intranet Anne La Francis Director of Sales and Marketing HospitalPortal.net Angela Novak Client Services Director H2M
  • 2. Copyrights HospitalPortal.net 2016. All rights reserved. Agenda • Key tips for publishing relevant content on your Intranet • How to better distribute and present vital information to our staff • Ways to engage your employees with your content • How to encourage collaboration amongst staff • Tools for providing leadership with valuable staff feedback • How to incorporate the above ideas and concepts into your Intranet
  • 3. Copyrights HospitalPortal.net 2016. All rights reserved. HospitalPortal.net & H2M share a mutual client… “We have relied on HospitalPortal.net to manage our intranet for many years. The “Central Line” as it is called is a vital tool used for internal communications with our 900 employees and 80+ medical staff at Lake Region Healthcare. Their easy-to-use interface helps us to keep intranet content fresh and relevant.” ______________________________________________________________________________________________ “Lake Region Healthcare has been a client of H2M since the fall of 2012 and have become an extension of our marketing department. They treat our business as if it were their own, seeking to learn and understand our industry and marketplace through in-person visits, extensive research and collaboration with our internal staff on projects from media production to graphic design and PR to content development.” Katie N. Johnson VP, Marketing & Communications and LRH Foundation Lake Region HEALTHCARE
  • 4. Copyrights HospitalPortal.net 2016. All rights reserved. Creating an Internal Communication Program
  • 5. Copyrights HospitalPortal.net 2016. All rights reserved. Why internal communication? • Employee engagement • Brand ambassadorship • Work smarter, not harder For every 2% increase in employee satisfaction, there is a 1% increase in retention… Your Employees Power Your Long-term ROI.
  • 6. Copyrights HospitalPortal.net 2016. All rights reserved. Employee engagement • Proactive transparency builds trust and respect between the health system and its employees. • Regular internal communication unites employees by breaking down the silos and/or barriers between service lines, departments and locations.
  • 7. Copyrights HospitalPortal.net 2016. All rights reserved. Brand ambassadors • Your employees are your best brand ambassadors. • Because your patients spend the majority of their time interacting with your employees, consistency and authenticity in messaging is key. Patients can never love your hospital until your employees love it first.
  • 8. Copyrights HospitalPortal.net 2016. All rights reserved. Work smarter, not harder • You are already developing strong external content, so capture the messages in one centralized intranet portal, making it easy for employees to stay informed and efficient for you to publish.
  • 9. Copyrights HospitalPortal.net 2016. All rights reserved. What’s the best approach? • An internal communication program that’s integrated within your overall marketing communication department and that leverages multiple employee touchpoints. • Tactics include: • Become your own publisher • Tell employees first • Make it a two-way street • Maintain a regular schedule • Launch a brand ambassador program
  • 10. Copyrights HospitalPortal.net 2016. All rights reserved. Become your own publisher • Manage all of your communication messages across all channels with a comprehensive content calendar. • Channels should include all communication touchpoints throughout the employee experience.
  • 11. Copyrights HospitalPortal.net 2016. All rights reserved. Tell employees first • Healthcare employees are accustom to being empowered; they are on the frontlines of making vital decisions everyday. • Healthcare employees should be the first to know…and sometimes the ONLY to know. Daily Happenings •Trainings •Celebrations •Menus •Quality reports •Census information •Births Earned Media/PR Updates •Hospital improvements •New facility upgrades •Mergers or acquisitions •Community programs Leadership Updates •Leadership blogs •Leadership academy Social Feed •Social network updates Crisis Communication •Emergency preparation and response
  • 12. Copyrights HospitalPortal.net 2016. All rights reserved. Make it a two-way street • Successful internal communication offers employees an opportunity to ask questions, give ideas and participate in the communication overall. • This should happen both through your intranet and in-person.
  • 13. Copyrights HospitalPortal.net 2016. All rights reserved. Maintain a regular schedule • Proactive communication on a regular schedule is key. • Offer relevant, timely content and they will keep coming back for more.
  • 14. Copyrights HospitalPortal.net 2016. All rights reserved. Launch a Brand Ambassador Program • Empower though leaders and influential employees to be your boots-on-the- ground messengers. • Arm them with key talking points and Q&As. • Gather what they are hearings so leadership gains frontline knowledge.
  • 15. Copyrights HospitalPortal.net 2016. All rights reserved. Intranets empower employees.
  • 16. Copyrights HospitalPortal.net 2016. All rights reserved. Why an Intranet for Internal Communications? Nurses OperationsVolunteers PhysiciansEmployees Intranet Leadership Contract Staff Board Communications Content Social Policies & ProceduresCalendars & Updates Self-Service Two-way communication • They promote self-sufficiency • Connects everyone in the organization • Gives quick, real-time access to vital information • Automates workflow and increases productivity • Allows for standardized communication • Decentralized content management • Content is extremely easy to edit and always up to date • IT staff is freed up to focus on other mission critical tasks
  • 17. Copyrights HospitalPortal.net 2016. All rights reserved. What is the main channel your organization uses for internal communication? Email External-facing website Printed newsletters/material Intranet No consistent internal communication POLL QUESTION #1
  • 18. Copyrights HospitalPortal.net 2016. All rights reserved. Internal Communication Features of an Intranet • Events/Announcements • Leadership Blogs • Chat Feature • Forums • Idea Bank • Hospital Wikis • Leadership Academy • Social media ambassador program • Photos/Slideshows • Community happenings • Physician and board member portals • Crisis Management
  • 19. Copyrights HospitalPortal.net 2016. All rights reserved. Slideshow/Image Gallery • Make the images engaging • Front and Center • Uniform sizing & formatting • Text + Picture/Photo • Can be hyperlinked • Uses • Engaging announcements • Feel-good stories • Commonly viewed pages • Internal Advertising Announcements
  • 20. Copyrights HospitalPortal.net 2016. All rights reserved.
  • 21. Copyrights HospitalPortal.net 2016. All rights reserved. News • Uses • Hospital events • Training/educational classes • New available resources • Running newsletter • Events Component • Include Pictures • Description • Uniform look • Limit quantity on initial display Announcements
  • 22. Copyrights HospitalPortal.net 2016. All rights reserved. Events component features & options • Picture • Title Field • Description Field (Brief Description) • Detailed Description • Date and Time • Links • Comments Announcements
  • 23. Copyrights HospitalPortal.net 2016. All rights reserved. Scroller Uses • Fires • Evacuations • System Outages Features • Scheduled or on the fly • Global • Clickable links Announcements
  • 24. Copyrights HospitalPortal.net 2016. All rights reserved. • Collaborate, learn, 2-way communication, etc. • Enable comments • Archives • Examples • Departmental • Adding a connection • Personal • Leadership/CEO • Vlog Blogs
  • 25. Copyrights HospitalPortal.net 2016. All rights reserved. Chat
  • 26. Copyrights HospitalPortal.net 2016. All rights reserved. Forums • Staff Forums • Departmental Forums • Project collaboration • Examples • Classifieds/Want Ads • Team projects • Ride sharing • Employee recipes • Q&A
  • 27. Copyrights HospitalPortal.net 2016. All rights reserved. Idea Bank
  • 28. Copyrights HospitalPortal.net 2016. All rights reserved. Hospital Wikis • Search Wiki • Hospital FAQs • Click on question to see expanded answers • Ask HR or any department • Submit an inquiry if question wasn’t answered • Employee Wiki - connect to employee profiles
  • 29. Copyrights HospitalPortal.net 2016. All rights reserved. Leadership Academy • Calendar of Events • Collaboration center • Leadership contacts • Meeting resources/minutes • Training
  • 30. Copyrights HospitalPortal.net 2016. All rights reserved. Social Media Ambassador Program (SMA) • Brand standard manuals • Hospital logos • Social messages • Pre-scripted emails • Video library • Approved photos • Form to apply for the program
  • 31. Copyrights HospitalPortal.net 2016. All rights reserved. Forms & Workflows
  • 32. Copyrights HospitalPortal.net 2016. All rights reserved. Restricted-View Pages for Specific Staff
  • 33. Copyrights HospitalPortal.net 2016. All rights reserved. Community Page • Photo galleries • Photo submission form • Community events and calendar • Fundraising tracker • Donation form
  • 34. Copyrights HospitalPortal.net 2016. All rights reserved. Board Page • Meeting packets • Meeting notes archives • Committee lists • Board calendar • Dashboards • Voting
  • 35. Copyrights HospitalPortal.net 2016. All rights reserved. Physician Page • Physician forum • Physician calendar • Links to relevant resources • On call schedule(s) • News and announcements • Orders and Protocols • Onboarding resources • Market to potential providers
  • 36. Copyrights HospitalPortal.net 2016. All rights reserved. Crisis Management Intranet Features to help with Crisis Management Training/educational resources Videos Forums Contact directories Emergency vendor directories Mass notifications/alerts Chain of commands lists Emergency codes Dedicated pages to crisis topic Blogs Ticket management Emergency scroller  Alert Employees First  Keep Employees Constantly Informed  Document Crisis Management Procedures in Place
  • 37. Copyrights HospitalPortal.net 2016. All rights reserved. Crisis Management Tools
  • 38. Copyrights HospitalPortal.net 2016. All rights reserved. Q & A
  • 39. Copyrights HospitalPortal.net 2016. All rights reserved. THANK YOU! Anne La Francis HospitalPortal.net Director of Sales and Marketing ALaFrancis@HospitalPortal.net Angela Novak H2M Client Services Director angela@h2m.biz