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Going Beyond Email: Internal Communication Lessons Learned in Healthcare
The document discusses how University of Utah Health Care and Health Sciences was using multiple communication methods like email, intranet sites, and social media to reach its 16,000 employees across different divisions, but faced challenges with reach, personalization, and information overload. It implemented the SocialChorus employee communication platform to create a single hub for content, allow personalized feeds, and encourage more sharing and engagement among employees. Initial goals were to improve employee awareness and empower sharing of stories and updates. Early successes included higher engagement after push notifications and highlighting popular content. Future aims include getting more employees involved as contributors.
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Going Beyond Email: Internal Communication Lessons Learned in Healthcare
- 1. Going Beyond Email:Internal Communication Lessons Learned in Healthcare
- 2. 2 OUR SPEAKERS #EngageU Libby Mitchell SocialMedia Manager University of Utah Health Sciences Nicole Alvino Co-Founder and Chief Strategy Officer SocialChorus
- 3. 3 HAVE A QUESTION? Usethe hashtag #EngageU on Twitter for questions & comments Chat with us on ReadyTalk! OR
- 4. 2016 Survey ofmore than 300 HR and Communications Professionals #EngageU
- 5.
- 6. 6 UNIVERSITY OF UTAHHEALTH CARE AND HEALTH SCIENCES • 16,000 employees expanded over several divisions •Variety of professional environments: research, clinical, academic • Needed to reach all employees however they consume information •Both desktop and mobile availability • No one had time read all this great content •Between 5-10 official websites publishing content daily •At least two press mentions daily •More than 50 official social media accounts #EngageU
- 7. 7 AUDIENCES Communicate with severaldifferent audiences on a daily basis including: • Hospitals and clinics • Clinics far from main campus • Researchers in labs • Community partners • Leadership team • Faculty and Staff members #EngageU
- 8. What challenges doyou face as a communicator? 8 #EngageU
- 9. 9 COMMUNICATION CHALLENGES • Reach •Can produce great content but employees need to see it • Employees are always time strapped • Email fatigue • Many don’t check email on a daily basis • Hitting delete is a popular option • Different communications preferences • Clinical setting: intranet • Students and faculty: social media • Researchers: email #EngageU
- 10. 10 COMMUNICATION CHALLENGES • Lackof personalization or targeting • Comms were ‘one size fits all’; employee base not • Information would get lost or glossed over • Some divisions felt overlooked or orphaned • Low intranet adoption • Not available for all who may be interested • Difficulty locating information, poor search function • Content could not be shared across social platforms due to firewall #EngageU
- 11. How was HealthCare and Health Sciences keeping employees informed? 11 #EngageU
- 12.
- 13. What were youlooking for in a solution? 13 #EngageU
- 14. 14 FINDING A SOLUTION •Employee engagement and connecting with all employees was main focus • Platform is easy to use from admin and employee perspective • Posting content is simple and intuitive • Sharing is one click • One stop shop for all content employees need to know • Easily and quickly browsable • Customized feeds based on field and interests #EngageU
- 15. How did youintroduce U Health Share internally? 15 #EngageU
- 16. 16 INTERNAL LAUNCH • LaunchedMarch 2016 • Lots of leg work – no central IT department • Went to any and all meetings • Tell employees to get their phone or laptop and would help them sign up on the spot • PowerPoint slides • Mass email communication around launch • Monitored email sends • Use email to encourage employees to download platform and begin using #EngageU
- 17. 17 INTERNAL TRAINING ANDADOPTION • Offered any kind of help and tech support • Self solved problems to drive success of the program • Encouraged downloads through contests • Ipad giveaway • Other giveaways for social sharing #EngageU
- 18. What goals doyou have for the program? 18 #EngageU
- 19. 19 GOALS • Employee engagementand awareness main goal • Empower employees to share stories and company updates on social • Would like employees to submit content around their department activities and events #EngageU
- 20. 20 CONTENT: 1 ADMINAND 7 CONTENT CHANNELS #EngageU Employee Spotlights Engagement Survey Company highlights Company sponsored programs
- 21. Early Learnings andBest Practices for Publishing 21 #EngageU
- 22. 22 USE CASES ANDBEST PRACTICES Program Management learnings • Higher levels of employee engagement after push notifications are sent • Publish at least five pieces of content a day • Highlight at least two pieces of content a day Content learnings •US Olympic Committee partner announcement – high sharing levels •Zika Virus content and information #EngageU
- 23. 23 BENEFITS OF UHEALTH SHARE •One stop shop for everything employees need to know •U Health Share is accessible anytime and anyplace •Content is personalized based on what they are interested in and employees can also see what’s going on in other departments #EngageU
- 24. What’s in storefor the future of U Health Share? 24 #EngageU
- 25. 25 WHAT’S NEXT • Goalto get more employees involved to drive consistent engagement • More downloads and new users • More content submissions from users #EngageU
- 26. 26 CHALLENGES WITH CURRENTCOMMUNICATION METHODS • Employees are not happy with the format in which they are receiving important information • Overall there is a low degree of engagement among employees #EngageU 2016 Survey of more than 300 HR and Communications Professionals
- 27. SOCIALCHORUS IS ANEMPLOYEE COMMUNICATIONS PLATFORM FOR COMPLEX, DISTRIBUTED WORKFORCES. 27
- 28. 28 WE HELP HRAND COMMUNICATIONS LEADERS REACH EVERY EMPLOYEE IN THE ORGANIZATION WITH THE NEWS AND INFORMATION THEY NEED TO THRIVE. • Corporate news • HR announcements • Company newsletters • Company social newsfeeds • Industry newsfeeds • Training video • Employee spotlight • Office events • Surveys • Compliance information
- 29. 29 HOW SOCIALCHORUS HELPSCOMMUNICATORS OVERCOME THESE CHALLENGES
- 30. 30 ALREADY, 9 OFTHE FORTUNE 50 HAVE PARTNERED WITH US SO THEIR EMPLOYEES CAN THRIVE. 5.5M 160+ 19Employees in SocialChorus- powered networks Branded mobile apps deployed to app stores Of the Fortune 200 companies are customers
- 31. 31 INTERESTED IN LEARNINGMORE? Download our Ebook The Technology Gap in Corporate Communications http://bit.ly/technologygap Request a Customized Demo 844.WRK2LFE http://www.socialchorus.com/tour info@socialchorus.com #EngageU
- 32. 32 REGISTER FOR OURWEBINAR Next #EngageU Webinar: State of the Art Communication - Does your Internal Communication Measure Up? Wednesday August 17 11 AM PT/ 2 PM ET http://bit.ly/ROIWEBINAR #EngageU
- 33.
Editor's Notes
- #20 screen shots and use cases
- #23 revisit
- #24 revisit
- #26 competitive advantage
- #30 Sonia: We help communicators tackle these challenges with a communications platform that makes it easy to cost-effectively source, curate, and control news and information that each employee will find relevant helps you reach everyone in the org—wherever/however they choose to consume news and information. measures your impact on engagement, alignment, and advocacy
- #31 But don’t just trust us… POSTION We work the biggest brands in the world, they all share our vision (employee-first, content-first) getting stories that matter to them the most just like they get with their personal apps today. DISTRIBUTED WORKFORCE Employees telecommute Are on the go and/or always unwired Hourly and without access to tools HILTON Problem: They have largely distributed workforce, many working in their hotels. Many of these employees also don’t have corporate email addresses. Reason they bought: Communicate and better connect with all employees (especially onsite employees without corporate emails), align all employees on the mission of their brand. Quote: “We want all employees, from our executives to our housekeepers, aligned on core values and culture. We want to give all employees a voice.” NESTLE (WATERS, but also PURINA) Problem: They have 93 factories plus HQ, 8.5K employees in the US and Canada, 65% are unwired. They struggled with timely communication with their employees. Reason they bought: Communicate and better connect with all employee, especially non-wired ones, in a timely fashion. REEBOK Problem: Their employees are distributed and often traveling so news and messages can get missed, leading to misalignment Reason they bought: Needed to find a mobile solution to unite the workforce on news and key messages. The social team at Reebok is constantly searching for ways to make it easier for their audience to interact with their content. Wanted to apply the same philosophy for their employees and chose SocialChorus to help. Quote: “Our employees are not just in the office here, but all over the world traveling… They have to be mobile-ready. Everything that the employees are doing is being created via mobile so that's got to fit into the strategy.” JCREW Problem: J. Crew does not have a viable option for communicating with store associates. They don't have email and can only access company information via kiosks in the store. They currently rely on flyers, and information trickling down to associates via manager communications. Reason they bought: Connect all employees, including distributed and non-wired employees, to the news and stories that define their culture and brand. BOEING Problem: Boeing has a large portion of employees in their manufacturing plants, so they are distributed and unwired. Boeing produces an amazing newsletter called Boeing News Now, but it wasn’t not accessible on mobile and the content that was allowed to be public, wasn’t sharable from the newsletter and the unwired employees weren’t accessing the content.. They also have a lot of content in their intranet. The two were separate and not mobile. Reason they bought: They have many employees who are non-wired and in working in their manufacturing facilities and they needed a way to aggregate their most important content in one place, mobilize their content from their newsletter and control which content could be also sharable. ABBOTT Problem: Abbott has a very good intranet that they have invested in (Abbott World), but none of the content is available on mobile or sharable from within their intranet. Reason they bought: They bought to mobilize their intranet and reach their unwired employees (sales and lab people, 20k people). ------- TRANSFORMATION Companies are always undergoing transitions, digital and organizationally: Mergers or acquisitions Spin offs Rebranding Reorg Trying to transition to new tools Trying to adapt to a mobile world SHELL Problem: Reason they bought: Unite all their employees around Shell's global mission and purpose, and promote employee pride to work for Shell. WHIRLPOOL Problem: Their intranet is clunky and they have low adoption. Reason they bought: They needed modern tool to help with consistent global communications and connect with their employees. BT Problem: Struggling to modernize their brand internally and out (employer branding). Reason they bought: Modernize the brand internally and externally by connecting employees to the company vision and values, and help them share the stories that define the company. UNITEDHEALTH GROUP Problem: They need to be a consumer brand for the first time and employees not aligned. They are not digitally savvy. Reason they bought: They bought us because we’re easy to use and deliver content in a easy way, and assist with brand alignment. METLIFE Problem: They are going thru a brand refresh and have M&A activity and they’re struggling to align employees on the internal and external branding. Reason they bought: Mobile, easy to use. ANHEUSER-BUSCH Pain: They were shifting their brand to focus on Drink Responsibly and on the great things they’re doing as a company. Employees weren’t aware and neither were customers. Reason they bought: The CSR team launched with us in the US to try and drive awareness around their company’s key initiatives. Now they are expanding globally to their manufacturing plants across the world so employees are more connected to the brand and message and they can scale advocacy. -------- ALIGNMENT/ADVOCACY Companies are struggling to align their employees and empower them to become advocates Marketing internal and out Better establishing employer branding Getting teams on the same page for messaging, mission and values Extend the reach of their message to employees PEPSICO Problem: Frito Lay was struggling with marketing externally to consumers, Reason they bought: Employees are consumers and friends/families are consumers so it was a big miss not marketing to their own employees. They have thousands of consumers in their offices and millions if you count their family/friends. CDW Problem: Misconception of brand internally and externally. Reason the bought: Employees wanted to help change the perception of CDW’s core products and services and show how CDW helps brands complete major technology transformations. As a result, employees are having more productive and meaningful conversations with customers. Started with a mission to drive change of their external perception and quickly saw the value for informing ALL employees. Will be rolling out an updated application and SocialChorus is now the chosen newsreader application for internal and external messages. Quote: “We want to help empower our coworkers to find ways to inform their followers about what CDW does” AT&T Problem: AT&T struggled with educating their workforce on external brand messaging. Reason they bought: Social Circle app began as a way to align internal and external stories. They were initially focused on aligning the internal and external stories so the messages were consistent. App promotes pride in working at AT&T. Currently have 10% company wide adoption and growing. Content that performs the best are community/CSR initiatives, customer stories, and innovation. Customer of SocialChorus for 4 years. C-Level use of app on regular basis. Quote: “Employees are changing and learning new things every single day, and that’s dictating the way they digest information.” CARNIVAL Problem: Sales team not aligned on key messages internally and externally Reason they bought: Carnival introduced the app to their Sales. As a result, the Sales team’s performance grew because they had access to key sales messages and important information in the palm of their hand. For members of the Sales team who are active on social, the app allows them to share approved company content and marketing messages to prospects. 90% adoption rate. Quote: “We initially started with individual sites [social media networks], which was difficult to maintain and it did not yield the kind of results we wanted...ROI is everything. Fortunately we found SocialChorus.” TIME WARNER CABLE Problem: They needed their sales teams to be better aligned and more informed when they’re out in the field (and away from computers). Employees were not thought leaders in the space, and needed help with social selling. Reason they bought: We made it easy for the sales people to get up-to-date notifications and then approved content to share quickly. STAPLES Problem: They were paying too much for media and they didn’t think they were reaching a relevant audience. Reason they bought: Staples wanted to leverage their teams to increase reach of marketing content to relevant B2B audience. They wanted external advocacy from corp employees run by social/marketing - designed to tell external stories for brand reputation.
- #32 Sonia: If you’re interested in learning more, I encourage you to visit our website at socialchorus.com or give us a ring at 844.WRK2LFE -- that’s work to life, because we’re on a mission to bring work to life. You can also email us at info@socialchorus.com We've been doing this for a while over hundreds of programs, with great customers like Virginia and Forcepoint In addition to webinars like these, we produce a number of resources to help you get started. You can download our ebook on the study I’ve mentioned today on the technology gap in corporate communications, and you’ll find a number of other resources. We'll be back again in a couple weeks with more information from another great customer, so join us on July 7....