Post on 17-Jan-2016
Organizational Communication Plan Draft
Ensuring Effective Communication Across the Enterprise
Created by David R. Barnes Jr. National Director, Student Support Services
Communication Plan Purpose
Enterprise Wide Communication Threads
Identified Communication Gaps
Proposed Systemic Remedies
Next Steps
Topics Discussed
As a result of developing and implementingthis communication plan the organization will; Improve overall communication in the “new
organization” in relation to is recent growth and increasing complexity
Not lose or misunderstand critical information and data or miss capitalizing strategic and tactical opportunities
Information transfer will be more effective yet more efficient
Information transfer follow up loops will improve follow up and task completion
Purpose
Enterprise Wide Communication Threads
Vertical Thread
CEO/CFO
Directors
Asst. Managers
DepartmentFunction
Leads
FunctionWorkers
Horizontal Communication Thread
COD TR SSS I&P Priv HR Acctg
Non-Technological & Technological Communication Thread
Meetings/Conference CallseMail
Instant MessagingVoice Mail
Vertical Thread Critical Communication Issues
Vertical Thread
CEO/CFO
Directors
Asst. Managers
DepartmentFunction
Leads
FunctionWorkers
Inconsistent communication between CEO/CFO
Information “Black Holes” or “Pockets”(were information is forwarded to but no feedback or response is returned)
Lack of communication of meeting agendas and meeting objectives
Depth and breath of information flow to the right people at the right time
To much detailed information exchanged in relation to time required to produce information which take Leads and Function workers off of their primary deliverables
Vertical Communication Thread
Vertical Thread Communication Plan Recommendations
Vertical Thread
CEO/CFO
Directors
Asst. Managers
DepartmentFunction
Leads
FunctionWorkers
Every vertical meeting should have a meeting agenda and expected meeting outcomes sent out a minimum of 24hrs prior to the meeting.
Weekly performance management and data update meetings to be held with every succeeding level in the vertical thread to roll up information to the CEO/CFO
Monday – Leads meet w/function workers & create updates
Tuesday – Leads meeting with Asst. Manager/Directors
Wednesday – Directors meet to discuss organizational related performance issues
Thursday individual departmental meetings held with both CEO and CFO
CEO/CFO meet later in the week to discuss strategy and vision topics and report back to organization
Meeting templates to be developed for meetings at each level that roll up only key information to the next level
Vertical Thread Communication Plan Recommendations
Vertical Thread
CEO/CFO
Directors
Asst. Managers
DepartmentFunction
Leads
FunctionWorkers
2 full time administrative assistants for the CEO/ CFO and the Directors to manage meetings and information flow (eMails, agenda’s, meeting notes, meeting arrangements etc. )
Develop specific meeting templates for meetings at each level so all meetings follow a specific format
Select a secure master task list external website and have all projects and tasks inserted onto that website so all assigned project administrators can update document so all managers can se the status of all assigned projects
Create meeting notes “repository” on the “S” drive so all organization meeting notes can be reference by “cleared” level by level employee’s
Horizontal Communication Thread
Horizontal Thread Critical Communication Issues
Horizontal Communication Thread
COD TR SSS I&P Priv HR Acctg
Important decisions are made, events take place, or information is received and it is not always communicated to another department in a timely manner
There is no standardized communication protocol or structure
Current meeting objectives are not clear and do not build to an strategic improvement outcomes
Peer standardized communication is sporadic
Horizontal Thread Communication Recommendations
Horizontal Communication Thread
COD TR SSS I&P Priv HR Acctg
Establish organizational “Intranet” which will become the primary vehicle for the dissemination of all organizational information in relation to in the moment organizational information, repetitive information, operational information, market information school district information, etc.
Establish “Peer” to “Peer” cross functional regular meeting’s that focus on peer level issues, updates, and data trend review
Directors – 2x per month to focus on strategy, staffing, organizational trends, SWOT analysis
Asst. Managers - Weekly to focus on day to day operational events, issues, and updates
Leads - Weekly (rotating one lead from each department) to review performance management issues, opportunities, and performance metricsNote: Meeting notes from lower level would be included in the next levels meeting to review
Horizontal Thread Communication Recommendations
Horizontal Communication Thread
COD TR SSS I&P Priv HR Acctg
All other issues will be addressed in Non Tech/Tech Communication Thread
Non Tech/Tech Communication Thread
Tech/Non Tech Communication Threads Critical Issues
Non-Technological & Technological Communication Thread
Meetings, eMail, Voice Mail, and “S” Drive Folders No effective and efficient enterprise wide meeting set up, execution, follow up, and information repository protocol
No standardized eMail, Instant messaging, paging, and conference call protocol
Excessive use of communication of communication vehicle inappropriate trying to be “efficient” vs. effective” which reduces productivity and employee’s get stalled on vehicles (i.e. eMail)
Employee’s not trained on communication effectiveness just how to use vehicle in employee handbook
Tech/Non Tech Communication Threads Recommendations
Non-Technological & Technological Communication Thread
Meetings, eMail, Voice Mail, and “S” Drive FoldersCommunication Vehicle Effectiveness Definitions
Instant Messaging (InBit) – Quick information exchanges that do not require documentation (both singular and broadcast messages)
Telephone Call – Longer information exchanges that do require documentation (all “significant” business conversations should be documented)
Voice Mail – New protocol, upon connecting to voice mail state;
Name Department Title Purpose for the call Expected follow up actions
Tech/Non Tech Communication Threads Recommendations
Non-Technological & Technological Communication Thread
Meetings, eMail, Voice Mail, and “S” Drive FoldersCommunication Vehicle Effectiveness Definitions
eMail – To increase effectiveness and efficiency of sending and answering eMails the following protocol should be followed (used in some F500 companies)
eMails should only be used to send information the requires a “documentation” (sent, received, or information transferred, or action required)
eMails should be sent with the focus on being “user friendly’ to the “receiver” vs. the “sender” so the receiver can take the appropriate action quickly and effectively
Tech/Non Tech Communication Threads Recommendations
Non-Technological & Technological Communication Thread
Meetings, eMail, Voice Mail, and “S” Drive FoldersCommunication Vehicle Effectiveness Definitions
eMail cont’d - In order to improve eMail reading by priority and taking the following “Headers” should be “Prefixes” in the “Subject:” areas of eMails
URGENT: (along with !) = To acted on immediately HIGH PRIORITY = To be acted on within 24hrs IMPORTANT = Important information to be read immediately ACTION REQUIRED = Some action needs to be taken that requires the receivers attention All other eMails will consider informational and can be read at a later date
Tech/Non Tech Communication Threads Recommendations
Non-Technological & Technological Communication Thread
Meetings, eMail, Voice Mail, and “S” Drive FoldersCommunication Vehicle Effectiveness Definitions
eMail cont’d – An example of what an “Inbox” might look likeACTION REQUIRED:PDFJNVIJINIJNGACTION REQUIRED: VPIJNVIJIJVHIGH PRIORITY: G IJNVIN VIVIGFIMPORTANT: VVUUVIMPORTANT: GJNVOJGVIOIJJVJNFGURGENT:JVIUNHBGGGBNBGURGENT:JVIUNHBGGGBNBGURGENT: OJNJINVIWNIJGDFONWINIRTNBIRBIUBIUGFJGBPIJJSNIPJGFIJGIJGAs you can see it helps take the appropriate action in a timely manner
Tech/Non Tech Communication Threads Recommendations
Non-Technological & Technological Communication Thread
Meetings, eMail, Voice Mail, and “S” Drive Folders
Communication Vehicle Effectiveness Definitions
Meetings/Conference Calls – Should be held when; Information needs to be disseminated to a group Feedback is required from a group A group needs to exchange or act on information A group needs to plan and execute on a plan A group needs to update members of like or dissimilar departments, functions, or other employee groups
Tech/Non Tech Communication Threads Recommendations
Non-Technological & Technological Communication Thread
Meetings, eMail, Voice Mail, and “S” Drive FoldersCommunication Vehicle Effectiveness Definitions
Meetings/Conference Calls - Protocol Meetings and meeting rooms should be schedule a minimum of 48hrs in advance to allow for appropriate meeting preparation
Every meeting should have a meeting agenda sent out with the meeting consisting of a agenda that includes a minimum of the following topics
Meeting Objectives (location and time) Attendees Prior Meeting Recap/Accomplishments Topics to be Discussed Meeting Outcomes/Decisions Made Next Steps/Tasks, Owners, Due Date