Skip to main content

8 Steps to Execute an Internal Communication Plan that Builds Trust and Gets Results

The following is a guest blog post from Tabetha Sheaver, CEO of Plus Delta 314. Her new company focuses on helping customers succeed with adoption of CRM and other solutions. 




Does your company suffer from poor communication?

Poor communication is cited as the #1 reason for employee turnover and project failures.

Organizational change management is a discipline that has a number of steps and stages. What is interesting is that whether you ask organizations or change management practitioners 68% of them will say that the communication plan is the most important of the entire organizational change management program.

In the next 2 minutes, I want to show you the steps so you can build a seamless communication plan that prevents employees from saying… “We have poor communication.” or “I didn’t know!”

  1. Define your message- What is you want them to know and why?
  2. Define the personas – Who will you be communicating to? Do a stakeholder assessment; identify “What’s in it for them?” and what will be their attitude will be i.e. Are they cynical, skeptical or excited. Stakeholder assessments will allow you to segment your groups.
  3. Define the voice- What will be the style, brand, and tone of the message. One client I worked with needed to cull 22 TB of old emails down to 11 TB, so we put on a fun ‘Biggest Loser’ contest- the tone was caring, motivational, and fun.
  4. Establish the approval structure- Unless you have an internal communications team, chances are there isn’t a formal approval process for getting internal communications approved. Internal communications are often more difficult because you are communicating with individuals, all with different managers. Each manager tends to want to have a different level of involvement and desire for control. Find out who will want to review/approve, who should the communications come from, and how long each manager needs to review and provide feedback. Failure to do this step will end up with hurt feelings, frustration, timeline delays, and politics you just don’t want to deal with. Trust me this is one situation where it is not best to ask for forgiveness later… be proactive and engage the managers now so they will support your message as it goes out. 
  5. Build out your communications plan – Lay out the purpose of the communication. Who it will be sent to? When will it be sent? After you have the SLA’s for approvals you can back into the date the communications must be written by. Using the personas and stakeholder assessments from step 2, you will need to think about the platform and the delivery mechanism.  Stakeholder assessment will help you think through things preferences. For example, sales guys might do better with a short video clip or a town hall, where as accounting people might like a notification on the intranet page where they can dive deeper. Don’t forget to include in your plan feedback loop- all communication should be a 2-way street. How will you capture feedback? I also recommend including a FAQ document. In your communications plan define who will be responsible for keeping the FAQ’s up to date.
  6. Write the Content- Now that you have a plan and you know what needs to be written by when, you will need to craft the actual message. Chances are you will have the same basic message but you will need to tweak each slightly for your different audiences. Communications sent to sales people will need to be sent at a different time and with a different length than sending an email to your accounting dept. As you are writing the content take into consideration their DISC personality type and the frame of mind they will be in when they typically check their communication channels. You should also know that people are more likely to take action if you write for the 5 motivators and if your communications include both away and towards statements.
  7. Deliver the Content – This is the execution piece! You may need technical resources to help you setup your content delivery. We recommend automating this as much as possible. Through funnels, drip campaigns, landing pages and auto schedulers, it is amazing what you can do to be where your employees need you when they need you! No more people waiting at your door to ask you questions, when done well, you are empowering them to self-service.
  8. Monitor your feedback loop – This is the step most organizations do a poor job of because it is time consuming. In the planning stage you put in a feedback loop now you will need resources dedicated to monitoring those channels and responding. We highly recommend creating a system and using tools to manage these communications. Since you diligently planned and executed from your communications plan if anyone says, “I didn’t know” you will be able to go back, pull the info they need, point them in the right direction, and answer their questions with ease.

Employees will be happier, more productive, feel supported, and trust that the company is committed to their success because you have invested in good communications.




If you need help, we’d love to chat, assess where you are in the process and point you in the right direction for resources to assist you with everything from planning to executing your communications strategy. Book your consultation today at plusdelta314.com/contact

Popular posts from this blog

Power Apps Portal: The Successor to Microsoft Dynamics Portal

In case you have been reviewing Microsoft's new pricing for its Dynamics products which was released this month and have been unable to find Dynamics Portal, it has been rebranded as Power Apps Portal and shifted to the Power Apps side of the Microsoft product family. Rebranding the portal product underscores the importance of app scenarios involving external users such as customers and suppliers.  It also provides a simpler interface than Dynamics 365 for occasional users. The new portal pricing is based on the number of unique users who log into the portal each month (for authenticated users) and on the number of page views for anonymous users.  "A login provides an external authenticated user access to a single portal for up to 24 hours. Multiple logins during the 24-hour period count as 1 billable login. Internal users can be licensed either by the PowerApps per app or per users plans, or a qualifying Dynamics 365 subscription." Pricing starts at $200/mo

Replacing Microsoft InfoPath with Power Apps

Source:  https://powerapps.microsoft.com/en-us/infopath/ Microsoft has offered a number of forms automation products over the years, and the most long running was InfoPath which was released as part of Office 2003.  InfoPath is a powerful and flexible product that stores user data in XML while offering form features such as rules, data validation, scripting, and integration with SharePoint.  The popularity of SharePoint resulted in many organizations standardizing on InfoPath for forms, especially internal forms which are hosted on an intranet such as employee reviews, leave and payment requests, and human resources forms. Microsoft has discontinued InfoPath, with mainstream support ending July 13th, 2021, and extended support ending July 14th, 2026. Microsoft has named Power Apps as the successor to InfoPath .  Power Apps has much in common with InfoPath.  Both products include integration with SharePoint.  Both are geared toward the citizen developer and do not require advan

Key Concepts for Microsoft Dynamics 365: Tenant, Instance, App and Solution

To understand Microsoft Dynamics 365 (formerly Dynamics CRM), you need to learn some new terms and concepts that may be a bit different from what you know from databases and solutions that are hosted on premises. This post introduces some of the key terms and how these concepts are important for planning your implementation. While Dynamics 365 is available on premises, it is most commonly deployed on the Microsoft cloud.  This blog post discusses only cloud implementations. Microsoft has multiple clouds such as commercial and government community clouds. We start with a Microsoft tenant .  A tenant is the account you create in the Microsoft Online Services environment (such as Office 365) when you sign up for a subscription. A tenant contains uniquely identified domains, users, security groups, and subscriptions.  Your tenant has a domain name of .onmicrosoft.com such as acme.onmicrosoft.com.  User accounts belong to a tenant, and subscriptions are assigned to user accoun