Beyond Intranets: Rethinking the channels of employee ... · Employee benefits Shared mission and...

Beyond Intranets:

Rethinking the channels ofemployee communication

Shel Holtz@shelholtz

EMPLOYEE COMMUNICATIONS IS UNDER THREAT

“Internal communications as a narrowly defined function and approach is dead.”

Lucy AdamsFormer HR and Internal Comms Director, BBC

“Maybe it’s time to let go of internal and

employee as modifiers of

communications to employees and

designate the umbrella term of

communications.”

Gerard CorbettChair/CEO, Redphlag LLC

Former President, PRSA

EMPLOYEE COMMUNICATIONS IS UNDER THREAT

HOW PEOPLE GET THEIR NEWS TODAY

HOW PEOPLE GET THEIR NEWS TODAY

Facebook and Twitter use on the rise

% of users who get news there

Source: Pew Research Center, Social Media and News Survey, 2015

2013 2015

52

63

2013 2015

47

63

31

59

Of those who get news from ___________ in 2015, percent who kept up with a news event as it was happening

Share of time spent on social media platforms

Source: comScore Media Metrix Multi-Platform & Mobile Metrix, US, 2013-15

Desktop Smartphone App Smartphone Web Tablet App Tablet Web

Dec 2015

Dec 2014

Dec 2013

3

3 3

21

26

33

61

53

53

6

4

3

9

13

10

THE RISE OF MESSAGING

Messaging apps have surpassed social networksMonthly active users for top 4 social networks and messaging apps

3,000

2,500

2,000

1,500

1,000

500

0

MIL

LIO

NS

Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3

2012 2013 2014 2015

Source: Companies, Bi Intelligence

Big 4 messaging

apps

Big 4 social networking

apps

THE STATE OF TRUST

LACK OF TRUSTIN EMPLOYERS

Only 65% of people trust the company for which they work

64%OF EXECUTIVES

TRUST__________

51%OF MANAGERS

TRUST__________

48%OF RANK/FILE

EMPLOYEES TRUST

INVERSION OF ORGANIZATIONAL

INFLUENCETrust in institutions drops as you go

lower in an organization

RESPONDENTS WHO WOULD SELL THEIR PASSWORDS TO A THIRD PARTY

US: 27%

UK: 16%

DE: 20%

FR: 16%

NL: 12%

AU: 12%

20%GLOBALLY

WHAT MATTERS TO WHOM?

The company culture disconnect

Human Resources Leadership Employees

Human Resources Leaders EmployeesWho defines culture?

What are the top 3 drivers of culture?

Managers and executives leading by

example

Employee benefits

Shared mission and values

Source: Survey by Workforce Institute at Kronos and Workplace Trends

1

2

3

Managers and executives leading by

example

Shared mission and values

Emphasis on taking care of our customers

1

2

3

Compensation

Co-workers who respect and support one another

Work-life balance

1

2

3

ABOUT EMPLOYEE PREFERENCES...

Communication struggles of managers

Communicating in general

Giving direct feedback

Demonstrating vulnerability (e.g., sharing mistakes)

Recognizing employee achievements

Delivering the “company line”in a genuine way

Giving clear directions

Crediting others with having good idea

Speaking face to face rather than by email

69%

37%

20%

20%

20%

19%

16%

16%

AS FOR EMPLOYEE ENGAGEMENT…

U.S. employee engagementYearly averages, 2011-2015

2011 2012 2013 2014 2015

Source: Gallup %

30.3 29.6

31.5 32.0

29.0

ENGAGED NOT ENGAGEDACTIVELY

DISENGAGED

The shape of next-generation employee communications

The shape of next-generation employee communications

The shape of next-generation employee communications

The shape of next-generation employee communications

The shape of next-generation employee communications

The shape of next-generation employee communications

The shape of next-generation employee communications

All communication is multi-directional

Culture eats strategy for breakfast

Vision

Communication can drive culture through...

Values

Communication can drive culture through...

The Values-Driven Marketplace

▪ How we treat employees▪ Sustainability▪ Societal issues▪ Local communities

Consumers, investors, and prospective employees will judge companies on ...

Practices

Communication can drive culture through...

People

Communication can drive culture through...

Places

Communication can drive culture through...

Engaged employees give their all

Communications can influence four enablers of engagement

Engagement enabler #1

Strategic

narrative

Enabler #2

Engaging

managers

Enabler #3

Employee

voice

Enabler #4

Organizational

integrity

Connect employeeswith the customer

Customer connection points

Customer

journey

Customer connection points

Touchpoints

Customer connection points

Ecosystems

Never forget the customer

• Educate employees about the customer journey• Hold customer forums• Produce customer profiles• Connect employees with sales reps• Conduct a customer jam• Surface and promote employee posts about customers• Spotlight employees who are also customers• Publish customer comments• Get leaders talking about customers• Report progress on improving the Customer Experience (CX)

Highlight theemployee experience

EX communication opportunities

Employee

journey

CUSTOMER JOURNEY• Awareness• Need recognition• Information search• Consideration• Evaluation of alternatives• Purchase• Post-purchase

engagement• Repeat customer• Ambassador

EMPLOYEE JOURNEY• Awareness• Recruiting process• On-boarding• First year• Evaluations• Opportunities to use and learn

skills• Culture/values fit• Recognition• Years 2-8• Retirement or Departure• Post-Employment Ambassador

CUSTOMER VS. EMPLOYEE EXPERIENCE

EX communication opportunities

Daily

interactions

EX communication opportunities

Work-life

balance

EX communication opportunities

Job

satisfaction

Measurement is critical throughout

SHEL HOLTZwww.holtz.com@shelholtzshel@holtz.com415.881.7435