The principles of effective internal communications

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Public relations and the principles of effective internal communications.

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  • Internal relations, employee relations, employee communications
    What’s corporate culture?
    “The Way We Do Things Around Here”
    Collective psychological forces that make up the organizational climate
  • Are McDonald’s employees really lovin’ it?
  • Identify and explain basic elements of organizational climate/culture
  • Core values – set of collected facts/opinions – what org. believes as an entity – job security vs. turnover
    People function best when the organization answers the question, “what’s in this for me?”
    Vision – identifies a future
  • Public relations versus HR
    Employees are any organization’s most important public
  • To start
    The work
    The rewards
    The termination
  • Printed: Organizational publications
    Supplemental pubs (brochures)
    Letters, bulletins, memos
    Inserts, enclosures
    Speeches
    Bulletin boards/posters
    Spoken: grapevine, meetings, speakers bureau, videoconferencing
    Visual – videos, displays, presentations
    Electronic – e-mail, intranet
  • Interest: surveys, informational meetings, suggestions, counselors, phone hotlines, employee pubs, open door policy; also: working conditions, job satisfaction, job security, supervision, performance standards, comm with associates, etc.
    Response – procedure reviews, deeds, training programs, facilitating communication between levels.
    Participation – Group discussions, regular meetings, top management mingles with all employees, employee ownership, profit-sharing face to face is best!
  • Biggest problem: FEAR
    Nothing you say can work better than what your company does.
  • Focus groups?
    New jobs, hires, visitors, sales, policies, CEO message, achievements, quality control, new equipment, etc.
  • Resistance to change – that’s not the way we do things around here…
  • Candid – should flow up and down
  • The principles of effective internal communications

    1. 1. Internal Communications Creating effective internal communications
    2. 2. © Kenton Larsen | Twitter: @Kentonlarsen | Blog: www.kentonlarsen.com | Podcast: Media Nerds The context in which individuals and organizations function. Organizational climate/culture 2
    3. 3. 3
    4. 4. © Kenton Larsen | Twitter: @Kentonlarsen | Blog: www.kentonlarsen.com | Podcast: Media Nerds 4
    5. 5. © Kenton Larsen | Twitter: @Kentonlarsen | Blog: www.kentonlarsen.com | Podcast: Media Nerds Organizational climate/culture ■ Environmental factors ■ Values (policies) ■ Behavior ■ Structure ■ Leadership (heroes, role models, mentors) ■ Employee perception 5
    6. 6. © Kenton Larsen | Twitter: @Kentonlarsen | Blog: www.kentonlarsen.com | Podcast: Media Nerds Organizational climate/culture ■ Products/services ■ History ■ Core values ■ Competitors ■ People ■ Vision 6
    7. 7. © Kenton Larsen | Twitter: @Kentonlarsen | Blog: www.kentonlarsen.com | Podcast: Media Nerds Employee communications Part of the PR function devoted to: ■ Identifying ■ Maintaining ■ Establishing mutually beneficial relationships between an organization and its internal publics. 7
    8. 8. © Kenton Larsen | Twitter: @Kentonlarsen | Blog: www.kentonlarsen.com | Podcast: Media Nerds Role of employee communications ■ Attract, select, indoctrinate employees. ■ Provide instruction, rules, news. ■ Publicize achievements. ■ Exchange information. ■ Increase employees’ effectiveness. ■ Solicit and encourage input. ■ Satisfy employees’ desire to be informed and involved. 8
    9. 9. © Kenton Larsen | Twitter: @Kentonlarsen | Blog: www.kentonlarsen.com | Podcast: Media Nerds Communication tools ■ Posters, memos, newsletters, magazines, bulletins, etc. ■ Speeches, meetings, grapevine, guest speakers, videoconferences, etc. ■ Displays, presentations, videos, etc. ■ Social media, email, intranet, YouTube, etc. 9
    10. 10. © Kenton Larsen | Twitter: @Kentonlarsen | Blog: www.kentonlarsen.com | Podcast: Media Nerds The IRP rule ■ Demonstrate an interest in employees. ■ Respond to employee concerns. ■ Provide opportunities for employee participation in decision making. 10 Interest • Respond • Participation
    11. 11. © Kenton Larsen | Twitter: @Kentonlarsen | Blog: www.kentonlarsen.com | Podcast: Media Nerds Guidelines ■ Candid, two-way flow of info. ■ Must be: • A priority • Planned, sustained • Relevant, understandable to employees ■ And avoid: • Propaganda • Rigid tone 11
    12. 12. © Kenton Larsen | Twitter: @Kentonlarsen | Blog: www.kentonlarsen.com | Podcast: Media Nerds Guidelines ▪ Don’t try to be all things to all people – know your audience, service the needs of your organization. ▪ Newsletter: • 50 per cent organizational info • 20 per cent employee info • 20 per cent non-company info • 10 per cent small talk 12
    13. 13. © Kenton Larsen | Twitter: @Kentonlarsen | Blog: www.kentonlarsen.com | Podcast: Media Nerds Guidelines ■ Promote awareness and understanding of goals. ■ Interpret management policies. ■ Meet employees’ info needs. ■ Facilitate two-way communication. ■ Encourage productivity. 13
    14. 14. © Kenton Larsen | Twitter: @Kentonlarsen | Blog: www.kentonlarsen.com | Podcast: Media Nerds Symptoms of poor employee communications ■ Absenteeism ■ Theft ■ Inefficiencies ■ Higher production costs ■ Low morale ■ Strikes ■ High turnover ■ Accidents ■ Rumors 14
    15. 15. © Kenton Larsen | Twitter: @Kentonlarsen | Blog: www.kentonlarsen.com | Podcast: Media Nerds Barriers to effective employee communications ■ Failure to recognize importance of communications ■ Failure to communicate hard issues candidly ■ Failure to trust employees with information ■ Resistance to change 15
    16. 16. © Kenton Larsen | Twitter: @Kentonlarsen | Blog: www.kentonlarsen.com | Podcast: Media Nerds Barriers to effective employee communications ■ Unclear corporate image. ■ Negative organizational climates. ■ Lack of mutual trust. ■ No employee communication policy. ■ Employee communications flow one way. ■ “Towing the company line” in communications. 16
    17. 17. © Kenton Larsen | Twitter: @Kentonlarsen | Blog: www.kentonlarsen.com | Podcast: Media Nerds The ideal situation ■ Confidence and trust between employee/employer. ■ Candid information. ■ Satisfied sense of status and participation. ■ Low stress. ■ Healthy environment. ■ Success for the organization. ■ Optimism for the future. 17
    18. 18. © Kenton Larsen | Twitter: @Kentonlarsen | Blog: www.kentonlarsen.com | Podcast: Media Nerds Your Role: ▪ Establish relationship between employees and organization. ▪ Build and transmit organizational culture. ▪ Interpret management policies. ▪ Help build employee awareness. ▪ Provide means for “upward” communication. 18
    19. 19. © Kenton Larsen | Twitter: @Kentonlarsen | Blog: www.kentonlarsen.com | Podcast: Media Nerds 19
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