{"id":18950,"date":"2014-10-14T16:35:36","date_gmt":"2014-10-14T16:35:36","guid":{"rendered":"https:\/\/enterprisestrategies.com\/?p=18950"},"modified":"2015-07-30T14:34:37","modified_gmt":"2015-07-30T14:34:37","slug":"internal-communications-framework","status":"publish","type":"post","link":"https:\/\/enterprisestrategies.com\/2014\/10\/14\/internal-communications-framework\/","title":{"rendered":"Our Internal Communications Framework"},"content":{"rendered":"<p><span style=\"color: #333333;\">Recently, I joined a new company as head of internal communications.  One of my first tasks \u2013 after spending considerable time meeting various people and observing how they work \u2013 was to establish an internal communications framework.<\/span><\/p>\n<p><span style=\"color: #333333;\">The real value of a framework is to help us prioritize and make decisions.  It covers broad themes \u2013 purpose, philosophy, tone, style, channels, future \u2013 and will serve as a foundation for decisions involving talent, techniques, and technology.<\/span><\/p>\n<p><span style=\"color: #333333;\">Here (below) are some excerpts from our framework.  Perhaps some of it will apply to your organization, too.<\/span><\/p>\n<h2><span style=\"color: #33cccc;\"><strong>The Purpose of Internal Communications<\/strong><\/span><\/h2>\n<p><span style=\"color: #333333;\">Our purpose is four-fold:<\/span><\/p>\n<ol>\n<ol>\n<ol>\n<li><span style=\"color: #333333;\"><strong>Enhance team member productivity \u2013<\/strong> that is, similarly to what an <a href=\"https:\/\/amfmediagroup.com\/services\/internal-communications\/\" alt=\"\" title=\"\">internal comms agency<\/a> does, help people do their work, in pursuit of the company\u2019s mission, and support them in all practical ways.<\/span><\/li>\n<li><span style=\"color: #000000;\"><strong style=\"color: #333333;\">Reinforce key corporate messages \u2013 <\/strong>to ensure team members are applying scarce time and resources to the highest priorities.<\/span><\/li>\n<li><span style=\"color: #000000;\"><strong style=\"color: #333333;\">Unify and give voice to the global workforce \u2013<\/strong> provide opportunities for team members to meet, interact, collaborate, offer feedback, and help each other, without regard for rank, function, location, or tenure.<\/span><\/li>\n<li><span style=\"color: #000000;\"><strong style=\"color: #333333;\">Establish a personality and tone \u2013 <\/strong>that is informal, friendly, supportive, authoritative, trustworthy, and, above all, respectful.<\/span><\/li>\n<\/ol>\n<\/ol>\n<\/ol>\n<p>\u00a0<\/p>\n<h2><span style=\"color: #33cccc;\"><strong>Our Philosophy<\/strong><\/span><\/h2>\n<p><span style=\"color: #333333;\">These are the bedrock, non-negotiable attributes of the internal communications function:<\/span><\/p>\n<ul>\n<ul>\n<ul>\n<li><strong style=\"color: #333333;\"><span style=\"color: #333333;\">Put people first.<\/span> <\/strong> <span style=\"color: #333333;\">Look for the personal angle in all that we communicate.  Include interviews and photographs of people, tell human interest stories, honor personal accomplishments, and enable people to support and appreciate each other.   Be respectful to all.<\/span><\/li>\n<li><span style=\"color: #333333;\"><strong>Listen and respond. <\/strong> Establish feedback mechanisms, monitor them, and respond or forward as necessary \u2013 in a timely manner.<\/span><\/li>\n<li><span style=\"color: #333333;\"><strong>Be timely.<\/strong>  Operate with speed to provide fresh or real-time information, including news, announcements, and performance metrics.  Diminish approval processes and other barriers to timeliness.<\/span><\/li>\n<li><span style=\"color: #333333;\"><strong>Commit to accuracy. <\/strong> Check and double-check all that we do.  When mistakes occur \u2013 and they will, because we are human \u2013 establish procedures for correcting them swiftly and apologizing as necessary.<\/span><\/li>\n<li><span style=\"color: #333333;\"><strong>Attract attention.<\/strong>  Employ modern design techniques, cover hot-button issues, and maintain relevance to give people a reason to pay attention.  Serve as an oasis of fun and refreshment.<\/span><\/li>\n<li><span style=\"color: #333333;\"><strong>Protect and enhance the company\u2019s image. <\/strong> Align with the Marketing organization to help build the company\u2019s brand from the inside out.<\/span><\/li>\n<li><span style=\"color: #333333;\"><strong>Expand and simplify access. <\/strong> Deliver communications through multiple channels, with focus on ease of use, joy of use, and convenience.  Consider the recipient, and not just the sender.<\/span><\/li>\n<li><span style=\"color: #333333;\"><strong>Include everyone.<\/strong>  Bust silos and artificial barriers that divide us.  Seek unity, togetherness, and shared experiences.<\/span><\/li>\n<\/ul>\n<\/ul>\n<\/ul>\n<p>\u00a0<\/p>\n<h2><span style=\"color: #33cccc;\"><strong>Our Tone<\/strong><\/span><\/h2>\n<p><span style=\"color: #333333;\">Our tone begins with <strong>respect<\/strong>.  Every interaction we have with our colleagues \u2013 by phone, online, or in person \u2013 should demonstrate our commitment to serving them, and show genuine appreciation for their suggestions and criticisms, no matter how harsh, unfair, or silly.<\/span><\/p>\n<p><span style=\"color: #333333;\">Our tone is also open, personal, and informal, to build trust.  We will inject fun and whimsy as appropriate.<\/span><\/p>\n<h2><span style=\"color: #33cccc;\"><strong>Our Style<\/strong><\/span><\/h2>\n<p><span style=\"color: #333333;\">Our style favors communication that is <strong>brief, visual, simple and scannable<\/strong>.<\/span><\/p>\n<p><span style=\"color: #333333;\">Recognizing that our team members have plenty of competition for their time, we respect their short attention spans by using bullets, boldface, imagery, summaries, and short blocks of text that can be scanned and digested quickly.<\/span><\/p>\n<h2><span style=\"color: #33cccc;\"><strong>Our Channels<\/strong><\/span><\/h2>\n<p><span style=\"color: #333333;\">We acknowledge face-to-face as the best, most personal form of communication.  Unfortunately, it\u2019s often impractical to conduct with a far-flung workforce.<\/span><\/p>\n<p><span style=\"color: #333333;\">Consequently, we favor online communication \u2013 intranet, enterprise social networks, streaming audio\/video, etc. \u2013 as the more practical method for sharing information and uniting us.<\/span><\/p>\n<p><span style=\"color: #333333;\">Furthermore, we believe that our online communication must be optimized for mobile devices \u2013 the best way to reach just about everyone, whether using a company-issued or personal smartphone.<\/span><\/p>\n<p><span style=\"color: #333333;\">E-mail has a lesser but useful role, if used judiciously as an alert mechanism.  We prefer to send only infrequent mass e-mails, instead encouraging team members to subscribe to e-mail alerts around topics that most interest them.  Otherwise, we worry that e-mail can be excessive and, ultimately, ignored.<\/span><\/p>\n<p><span style=\"color: #333333;\">We also pledge to monitor consumer technology for emerging channels that may prove beneficial.<\/span><\/p>\n<h2><span style=\"color: #33cccc;\"><strong>Our Future<\/strong><\/span><\/h2>\n<p><span style=\"color: #333333;\">Ultimately, the internal communications function should evolve to a state where all team members are both contributors and consumers.  In such a state, the role of the internal communications function will transform to do the following:<\/span><\/p>\n<ul>\n<ul>\n<ul>\n<li><span style=\"color: #333333;\">Help all team members become better, clearer, more effective communicators;<\/span><\/li>\n<li><span style=\"color: #333333;\">Establish and maintain new channels for exchanging information;<\/span><\/li>\n<li><span style=\"color: #333333;\">Encourage and recognize those who share responsibly;<\/span><\/li>\n<li><span style=\"color: #333333;\">Observe and monitor conversations to gauge understanding; and<\/span><\/li>\n<li><span style=\"color: #333333;\">Curate and amplify key messages, highlighting worthwhile contributions.<\/span><\/li>\n<\/ul>\n<\/ul>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Recently, I joined a new company as head of internal communications. One of my first tasks \u2013 after spending considerable time meeting various people and observing how they work \u2013 was to establish an internal communications framework. The real value of a framework is to&#8230;<\/p>\n","protected":false},"author":1,"featured_media":19902,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[86],"tags":[],"class_list":["post-18950","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-internal-communication"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v23.3 (Yoast SEO v24.3) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Importance of Internal Communications Framework<\/title>\n<meta name=\"description\" content=\"The real value of an internal communications framework is to help us prioritize and make decisions. 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It covers broad themes \u2013 purpose, philosophy, tone, style, channels, future \u2013 and will serve as a foundation for decisions involving talent, techniques, and technology.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/enterprisestrategies.com\/2014\/10\/14\/internal-communications-framework\/\" \/>\n<meta property=\"og:site_name\" content=\"Enterprise Strategies\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/EnterpriseStrategies\" \/>\n<meta property=\"article:published_time\" content=\"2014-10-14T16:35:36+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2015-07-30T14:34:37+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/enterprisestrategies.com\/wp-content\/uploads\/2014\/10\/internalframework.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"805\" \/>\n\t<meta property=\"og:image:height\" content=\"611\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Andy Jankowski\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@AndyJankowski\" \/>\n<meta name=\"twitter:site\" content=\"@workingevolved\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Andy Jankowski\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/enterprisestrategies.com\/2014\/10\/14\/internal-communications-framework\/\",\"url\":\"https:\/\/enterprisestrategies.com\/2014\/10\/14\/internal-communications-framework\/\",\"name\":\"Importance of Internal Communications Framework\",\"isPartOf\":{\"@id\":\"https:\/\/enterprisestrategies.com\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/enterprisestrategies.com\/2014\/10\/14\/internal-communications-framework\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/enterprisestrategies.com\/2014\/10\/14\/internal-communications-framework\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/enterprisestrategies.com\/wp-content\/uploads\/2014\/10\/internalframework.jpg\",\"datePublished\":\"2014-10-14T16:35:36+00:00\",\"dateModified\":\"2015-07-30T14:34:37+00:00\",\"author\":{\"@id\":\"https:\/\/enterprisestrategies.com\/#\/schema\/person\/5cc50b0a461fb29e9839942d29fc0268\"},\"description\":\"The real value of an internal communications framework is to help us prioritize and make decisions. 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