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Read PDF The FrontLine Guide to Communicating With Employees

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Frontline workers are often the first to identify problems but tend to lack a direct channel to communicate issues back up to HQ where scaled changes can be made. A typical scenario might be: a worker in a manufacturing plant confronts a problem in the production line and finds an innovative way to solve it. He tells his colleagues that work alongside him and as a result their output increases as does their job satisfaction. Meanwhile, their counterparts working the same job in a different manufacturing plant still struggle with the same issue, their productivity suffers and morale is low.

Time better spent

They are siloed away from the solution by geographical barriers. What enterprise social networking does, is offer a solution whereby employees can communicate, share solutions, participate in open discussions, ideate and solve problems using combined expertise. It also offers HQ a direct line into the frontline water-cooler where they can pick up on reoccurring issues, temperature check morale and open up a channel of communication.

Targeted communications, bespoke experiences and personalized user profiles all help to engage customer-facing employees and prevent them from feeling like an afterthought. Homepages and targeted communications tailored for frontline employees deliver a custom experience, providing relevant information and sparing them from unnecessary content. Additionally, personalized user profiles can be used to give frontline employees their own identity on your digital workplace, helping them to feel a valued part of your enterprise.

Managing a dynamic user base can be exceedingly costly without a robust user interface. Experience engines with user profiles ease this administrative strain and strengthen security, keeping accounts and credentials updated and secure. Digital workplaces offer the unique opportunity to make frontline employees active participants in their own training and career progression. Leveraging this capability has a variety of benefits such as identifying talent in your frontline, higher engagement and drastically lower turnover rates.

Including knowledge and learning portals on your platform make training and career development easier for end-users whilst also allowing your organization to efficiently gather data and analytics. Examples of these features include:. With a digital workplace your organization has various features at its disposal that efficiently inform your frontline workforce, minimize risk and make training and development more effective.

British Airways, a transnational aviation powerhouse, are a brilliant example of a global company with a diverse frontline workforce who have capitalized on digital communication technology to overhaul engagement. BA recognized the challenges facing their ground staff and cabin crew and overcame them with a mobile intranet called "ONE".

The Finding of Workplace by Facebook’s Study

By creating content that was easy to consume from a mobile device, they were able to get their frontline staff interested in stories from around the business that they would have otherwise overlooked. What is interesting about BA's intranet story is that the project was actually launched as part of a customer experience initiative.

The company understood that by engaging its frontline employees with rich communications, they could foster a brand ambassador in every worker that would noticeably impact customer perceptions.


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The way to look at frontline engagement is this: your frontline employees are responsible for delivering outstanding customer experiences, so you need to make sure that their employee experience is just as outstanding. With these features, a modern digital workplace solution helps your organization foster collaboration, share information, increase engagement and boost morale on your frontline. Our consultants have worked with some of the biggest brands from around the globe. If you'd like to learn more about employee experience, download our free guide to discover the 5 best intranet design ideas to drive employee engagement.


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Limited looks to bolster internal communications as they continue to operate an integrated network of metal manufacturing, processing and distribution divisions. Unily, who create the next generation of intranet, will help transform the way the business communicates and works. Modern life is digital.

Bridging the Communication Gap between Frontline Employees

We rely on technology to do everything from navigating our commute to ordering our evening meal. If our digital tools are not sufficient to support us, it holds us back. It is this sentiment that underpins the concept of digital employee experience. In this blog, we uncover the role technology can play in shaping office productivity and employee engagement. User experience is like breathing or grammar or film editing. By the time not-so-great UX blips the radar, the effects of bad design are in full swing and discouraging your employees from engaging with your platform and, henceforth, your internal comms.

So what is good digital workplace UX and how can we achieve it? In this blog we explore the impact of UX on internal communications. Plus 3 tips from our expert consultants on how to create a flawless user experience that drives adoption. Insights Bridge the gap: 4 ways to unlock frontline employee engagement. Knowledge workers are typically seen as the major users of a digital workplace, but in many companies, a majority of employees are process workers who sit at desks doing tasks like accounting, HR operation, or purchasing.

Non-desk workers make up a third major group, and typically they would have been left out of a digital workplace strategy.

The decrease in email usage has been met with an increase in communication apps. As Internet speeds increase, people are less willing to wait for websites to load, videos to buffer, and colleagues to respond to their messages. In order to connect and reach a workforce that consists primarily of millennials and Generation Z, messages need to be brief, precise, and ideally sent via a channel other than email. Since they first emerged in the mids, podcasts have become a highly popular medium for consuming audio content.

More and more leading internal communications teams should be utilizing podcasts to deliver important internal corporate messages, engage employees, and align teams. Podcasts can make shared information more engaging.

Bridging the Communication Gap between Frontline Employees | Rever

The same principle applies to sales and service teams who constantly travel. Deutsche Telekom, for instance, uses podcasts to share information with their technicians that can be listened to while on the road. The informal nature of podcasts also makes them easy to produce, greatly increasing the number of employees who might be willing to share their experiences and expertise. GIFs, which look like photographs alive with movement, are more popular than ever, and they represent just one of the ways corporate communications are becoming increasingly visual.

That said, many communicators still find it hard to see how animated GIFs can benefit them. Just as people use GIFs to communicate their reactions to something, so too can companies. Messaging platforms are making it easy for employees to use GIFs to communicate with fellow team members. The technology giant has made GIFs an integral part of its enterprise messaging offerings.

Steps to Successful Employee Communication

If a picture is worth a thousand words, how many words must a video be worth? Why should it be any different in the workplace? Watching a video to digest information is fast, interactive, and entertaining. As the shift to the digital workplace continues, video will be a versatile tool for helping you accomplish your communications goals. So go ahead—lights, camera, action! Supporting mobile users needs to be part of any successful digital workplace strategy, especially in large, dispersed organizations, allowing for greater connectivity in regard to employee communication and productivity—including mobile online meetings, online training, video learning, and more.

Making use cases truly useful for mobile takes more than just making your website responsive. It requires a mobile intranet app. Making functionality easily available on personal mobile devices means an employee app that can meet several specific requirements:. Chatbots will be specialized for target use and specific audiences, just as team chat platforms like Slack already provide chatbot integrations with collaboration tools. Another example can be seen in the Staffbase employee app, which offers an anniversary chatbot that lets organizations send automated messages to their employees on birthdays or work related anniversaries.

That said, there has been a great deal of hype about chatbots and clearly some exaggerated expectations about their benefits. Some people have gone so far as to say that the future will be chat only, and that everything an employee needs—communications, onboarding, learning, surveys, HR services—will be done with chatbots. Technology enables the digital workplace. But depending on your industry and business needs, the tools needed to support it will vary.

The key is to adopt the right tools that enable your employees to do their jobs. The answer is that teams, communities, and targeted or company-wide audiences have entirely different communication needs as a result of their varying sizes. Group chat applications like Slack and Teams will work best for small collaborative groups. While we believe that the role and shape of intranets need to undergo some substantial changes, the concept itself is still an important part of the digital workplace. The main strength of intranets is to provide a front door through which an employee can find the various tools and services of the digital workplace.

Bridge the gap: 4 ways to unlock frontline employee engagement

This front door needs to be easily accessible on all devices, branded and personalized, and to act as a communication hub. Sounds a lot like the list from point 14, right? Such a platform can be a great front door to an Office environment, for example, with tools like SharePoint, Yammer, or Teams. Governance remains a must in the digital workplace, but going heavy on policy is never a good idea. Thick rulebooks tend to remain unopened. Creating a list of basic guidelines that are easy to read and understand might be the better approach.

Use driving a car as an example.