Ensuring Effective Communication Across the Enterprise Created by David R. Barnes Jr. National...

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 Thread Critical Communication Issues



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



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



All other issues will be addressed in Non Tech/Tech Communication Thread

Non Tech/Tech Communication Thread

Tech/Non Tech Communication Threads Critical Issues


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


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




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




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




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



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




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

Ensuring Effective Communication Across the Enterprise Created by David R. Barnes Jr. National...

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