The 3 Ps of Effective Internal Communications
We will go ahead and be the millionth to say it—the situation in which we are now collectively living is unprecedented.
The past year exposed companies to new risks and presented new opportunities. Around the world, businesses shifted to largely remote forms of work, and HR teams have scrambled to manage a dispersed workforce of increasingly anxious employees.
While we hope that 2021 brings some modicum of normalcy, we also expect progress to be slow. Most likely, remote work will continue—at least at some level—in the coming months and years. Indeed, according to a PwC survey conducted in late 2020, a whopping 83% of employers report that remote work has been a benefit for their company—up significantly from the 73% who reported the same in a June 2020 survey.
As HR professionals, it is our job to keep our companies’ people at the front of our minds, whether they work shoulder-to-shoulder in offices or from their couches and kitchen tables in homes across cities and time zones. And in work environments that have come to be defined by their lack of definition, effective communication is more important than ever.
For HR teams striving to connect with and engage employees, here are the “3 Ps” of effective internal communications.
1. People
First and foremost, effective internal communications need to focus on and resonate with the people who compose the business.
Across organizations, employees are struggling. According to data collected by mental health tech company Ginger, “69% of workers claimed this was the most stressful time of their entire career.” Anxiety related to this unique and stressful time has led to lost productivity, decreased collaboration, and greater feelings of burnout among employees, regardless of whether they work in offices or from home. And despite misconceptions that employees work less while working from home, employees have actually clocked more hours since the pandemic began.
Our people need help. They are literally siloed, forced to work by themselves for long hours amid stressful conditions. Many companies don’t have a strategic and measured internal communications plan to keep employees working remotely informed, engaged, and cared for. They should.
When you craft any internal communication, remember that your intended audience is a diverse and struggling group of stressed-out people. Keep them and their needs and interests in the forefront of your mind. That means you should over-communicate information and messages, particularly in an environment characterized by constant change. It means that your words should feel personal and empathetic, rather than cold and corporate.
When crafted effectively, communication can serve as a stand-in for corporate culture. As Julie Ogilvie writes on Forrester’s blog, “Think about how you can create a virtual watercooler—an environment that supports social connection through things like chat, communities, and virtual events.”
In the coming weeks and months, focus on creating a communications strategy that fosters the feelings of connection and camaraderie that your employees might be missing.
2. Policies
An HR department must have a clear understanding of its company’s policies. Moreover, for policies and procedures to be effectively implemented, HR teams need to be able to clearly communicate them to all employees. This has become increasingly difficult during the past few months, especially as HR departments have been forced to on-board new employees remotely.
The catch? Employees need clear information on policies, benefits, and values more than ever. During times of crisis, tools like an employee handbook can be incredibly helpful. Workers can turn to a single, centralized source in order to find the answers they need quickly.
Employees can no longer walk down the hall to ask a question about a policy or benefit of an HR team member. That does not mean that employees no longer have those questions, however. To provide assistance for employees and reduce risk for the business, it’s essential that HR can still communicate clearly and effectively with every employee, everywhere.
As you craft your internal communications strategy, devise ways to encourage employees to reach out virtually to the HR team. Consider developing an employee handbook or other similar documentation, which provides a repository of answers to frequently-asked questions. Ultimately, your policies are only effective if your people understand them.
3. Proactivity
Today’s HR departments have an opportunity to position themselves as integral leaders within an organization. Proactive communications that anticipate employee needs and wants can help realize this opportunity.
In a traditional office setting, it is much easier for HR professionals to take the pulse of the sentiments of their employees. By walking the halls and chatting over coffee, the HR team can understand how employees are feeling. That is much harder to do when much or all of the company’s workforce is working remotely—and during stressful times, it’s even more important.
Plan to communicate proactively which will go a long way in engendering goodwill and reducing anxiety for your colleagues. Reach out frequently to new hires to to ensure both that they are up-to-speed on the company’s policies and that they feel welcomed to the team. And do not forget about more seasoned employees who may also require proactive outreach and assistance. You can become a trusted source of information and aid to the entire workforce by communicating extensively about policy updates, social events, and triumphs in which the whole team can collectively share.
Effective Communication Is Essential. We Can Help.
Never before has a strategic approach to internal communications been more essential. At Stepup HC, we have deep experience architecting programs and strategies that will help you engage and empower your people. Reach out today to learn more about how we can help in your communication and employee relations efforts. We are ready to help you make 2021 your best year yet.