Change the Message?
"My manager didn't tell me a thing about this!" Ever thought your carefully crafted messages about a change were being cascaded - only to find out they are not. We've all been there: you craft detailed, thoughtful messages about an upcoming change, confident it will cascade through your teams seamlessly. Yet, weeks later, you discover the message barely made it past the first layer of management. Sound familiar?
Ensuring you reach everyone is a common challenge, but there are strategies for ensuring your "why, what and how" messages reach the right places. My go-to list includes:
Leverage Multiple Channels:
Don't rely solely on a single communication channel. I use as many of these approaches as I can:
Meetings: Host all-hands meetings or smaller team huddles to discuss the change directly.
Email Updates: Follow up with detailed emails that recap key points.
Intranet Posts: Use the intranet for updates and a place for employees to reference information.
Social Platforms: Utilise internal social media channels or collaboration tools like Microsoft Teams.
Empower Middle Management:
They are the linchpins in communication. I equip them with the tools and information they need, but follow up to ensure progress:
Training: Offer training sessions on effective communication and change management.
Q&A Sessions: Hold regular Q&A sessions with managers to ensure they understand and can articulate the change.
Templates: Provide communication templates to help them convey the message accurately and consistently.
Create Feedback Loops:
I ensure communication is a two-way street and actively track progress:
Surveys and Polls: Regularly gauge how teams understand the change and how they feel about it.
Open Forums: Host sessions where employees can voice concerns and ask questions.
Direct Feedback Channels: Encourage managers to report back on the reception and understanding of the messages.
Monitor and Adjust:
Communication is not a one-and-done task. I continuously monitor and refine my approach:
Analytics: Use analytics tools to track engagement with digital communications (e.g., email open rates, intranet page views).
Pulse Checks: Conduct quick, periodic pulse checks to see how well the message is understood.
Adjustments: Be prepared to tweak your communication strategy based on feedback and data insights.
I am a strong believer in "what gets measured, gets done". This means building accountability for managers around sharing key messages and supporting open dialogues about the change with their teams.
My advice is, don't assume your messages are getting out there - actively check, coach behaviours you want, feedback on analytics, celebrate commitment, shine a light on good results.