Internal Communications Lessons Learned from Covid-19
The global Covid-19 pandemic has affected every part of our lives, including the way we work. In March 2020 many organizations abruptly transitioned to work from home or hybrid models. For many organizations, this was the first time they had to completely depend on digital tools to communicate with staff during a time of crisis. This quick adoption of a digital workforce has forever changed internal communications. Gone are the days of in-person-only communications and paper-based systems. Going forward, most organizations will maintain some sort of hybrid workforce. In fact, according to a recent Mercer study, 70% of companies said they are planning to adopt or continue a hybrid model. We must make sure the lessons learned around internal communications during the pandemic inform the way forward. Below I outline these lessons and how to continue prioritizing internal communications with a hybrid workforce model.
What is internal communications?
The goal of internal communications is to provide an effective flow of information across the organization. This includes communications from leadership to employees, communications across departments and regional offices, and communications between human resources and staff. Internal communications is not a one-way street, it’s a feedback loop that is vital to any organization. Although all organizations communicate internally to some degree, according to Workforce 60% of organizations do not have a long-term strategy for their internal communications (December 2020). The internal communications industry will continue to grow as the workforce becomes more remote.
What the pandemic has taught us
The pandemic has put a spotlight on internal communication priorities with staff feeling as disconnected as ever from their colleagues and their employer. While remote work has been widely successful for productivity, employees have admitted that the office is important for collaboration and building relationships. Over the last year and a half, internal communications professionals have had to try and recreate this collaboration across a digital landscape, which led us to recognize the importance of digital tools. The pandemic also taught us to prioritize employee mental and physical health. Wellness programs offering meditation, therapy services, and free Covid-19 testing appeared at many organizations.
How we can continue to integrate the lessons we have learned
Lead with Empathy
Going forward, organizations must recognize that employees’ physical, mental, and financial health affects how they can do their job. Well-rounded communication approaches should be created with respect, inclusion, and understanding in mind. It is vital to create a safe space and time for employees to share concerns and feedback with leadership.
Balance, not equality
The office may never be the same. Most organizations will continue to be hybrid which means some workers will be remote while others go into the office. The days and times that employees are in the office should continue to be flexible. Internal communication plans can not have a one-size-fits-all approach with this type of workforce. There is no way to exactly recreate conversations around the coffee machine for your virtual workforce, which is why the hybrid model depends on balance and not equality. All employees should receive the same information but might require different approaches. Balance out the “fear of missing out” for your remote workforce by planning hybrid meetings, ensuring all important resources are digitally available, and creating virtual forums, while also organizing special events just for them.
Clearly communicate expectations
Internal communications professionals must communicate leaderships’ goals for a hybrid workforce. What does this mean for employees, what policies are in place around remote work or telecommuting, and what processes must an employee follow? The expectations around when to be in the office and why the organization is requiring in office work must be explicit to employees.
Utilize current and new digital tools
Partnership with IT is a must. Without digital tools, your hybrid workforce will not succeed. I recommend using an intranet platform for organizational knowledge management and internal communications. Employees must be continually trained and updated on how to use the intranet platform, as well as chat and meeting software.
Helpful resources
In addition to the above advice, I have gathered a few useful resources about internal communications and a hybrid workforce. I can’t wait to see what lessons will come out of this new hybrid model post the pandemic!
Remote Work Statistics: Navigating the New Normal by Emily Courtney
24 Internal Communications Statistics Your Organization Must Know Right Now by Todd Kunsmen
How to Improve Your Work-Live Balance Today by Marisa Sanfilippo
Culture in the Hybrid Workplace – McKinsey & Company Podcast
