Category: internal communication
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5 Key Challenges & Solutions For Internal Communicators
These ideas surfaced at a recent “lunch and learn” event widely attended by government communicators, but the concepts are applicable in any organizational environment. Theme #1: Employees Aren’t Interested How do you increase the likelihood that employees will “tune in?” Most importantly, build (or rebuild) trust between leadership and the workforce. Before key information leaves…
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The Why & How of Federal Internal Communication
It enables the management controls required by law (FMFIA, 1982). The below guidance from USAID explains it well. “Information should be communicated to relevant personnel at all levels within an organization. The information should be relevant, reliable, and timely. It is also crucial that an agency communicate with outside organizations as well, whether providing information…
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If Amazon Ran The Civil Service
Imagine for a moment that Amazon founder and CEO Jeff Bezos were to run the civil service. We would have government “Amazon-style,” for the good and for the bad: Goods: Instant customer service Metrics-based everything, from services to human resources management Clearly visible reports on how taxpayer money is spent Drastic cost savings, on funds…
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Government Accountability & The Humble SOP
A frequently overlooked tool for ensuring management control is the establishment and maintenance of simple but consistent standard operating procedures (SOPs), in writing. In the rush to get work done, SOPs are easy to overlook. “Everybody knows how we do things around here,” is a common refrain. “This task doesn’t fit into a neat…
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The Unique Value Proposition of Executive Correspondence
This function ensures that the office provides responses to formal inquiries that are coordinated, reviewed, approved, and easily retrievable for future queries. I. Core Values · Accountability · Transparency · Integrity II. Key Skills 1. Ability to learn a range of subject matter quickly 2. Critical thinking to isolate the essence of the inquiry 3. …
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Help The Organization Make A Rational Decision
In the era of “fake news,” people are prone to make decisions according to mob consciousness. Those who succeed in such an environment pull themselves away from the emotional craze of the moment using what Chris Argyris called “double-loop learning,” questioning their own assumptions even as they consider the topic at hand. Core Group Theory: The fundamental…
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Effective Crisis Communication Requires A Prepared Team
To navigate a crisis, you need to think the moving parts through well in advance. Below are my updated crisis communication notes. Feel free to use and customize them. [Organization Name]: Response to [Crisis Name] Version [#]. Last updated [mm-dd-yyyy]. Summary [Describe the crisis in brief and the organization’s response, planned or actual.] All Hands…
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On The Wastefulness of Taxpayer-Funded Mansions
People often say that “you get what you pay for,” but in the case of communication that’s not necessarily true. Rather, “you get what you’re committed to.” In the case of the federal government, it would be wise for leaders to consider renewing their commitment to honest, accurate, relevant reporting as to how agencies are…
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Notes & Planned Talking Points – GovExec #CXSummit, Nov. 2, 2017
Background Yesterday, November 2, 2017 I participated in an event called “The Customer Experience Summit: Building Trust In Government,” on a panel about branding and trust, in a personal capacity. The discussion was sponsored by GovExec.com in Washington, D.C. and included Chuck Young, Managing Director of Public Affairs at GAO, and Jeremy Zilar, Director of…
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The Best Internal Communication Is No Internal Communication
From my own experience and observation, the best way to connect staff is to provide them with an internal Facebook type platform and mostly leave them alone to talk. There are two caveats: Leadership should get involved now and then to share key messages and to respond to issues of significant concern. You can’t penalize…
Management Excellence 