Communication Plan

Masters in Advanced Finance, IE

Essay Question: You have just participated in an important meeting with your superior. How will you ensure that every part of the instructions you received will properly reach all subordinates, suppliers and clients, located in different parts of the world?

Applicant: Priyanka Chopra

Overview

• Proper communication plan creates a system to deliver timely , accurate and relevant information to the respective stakeholders through the right medium.

• This PowerPoint highlights the steps to proper communication in a global setting and illustrates this using an example.

Approach to Proper Communication

Centralised approach Devolved approach

A devolved approach to communication using one small central team to communicate with other central points of contact within each operating country may facilitate communication to geographically and operationally diverse stakeholders.

Steps to Successful Communication

1. Develop a clear message

2. Identify recipients and know the company’s audience [i.e. global employees, clients, suppliers, etc.]

3. Understand how recipients access communication

4. Use targeted communication channels

5. Ensure message is delivered and processed by recipient

Step 1 – Develop a Clear Message

• Use simple language and cut through the noise

• Draft the message in a uniform readable format

• Use visuals

• Sum up the message first, then provide detailed instructions

• State clearly the Assignee, Action item and response time (if any)

• Use consistent approach to translation and colloquial language, and identify person(s) responsible for translation

Step 2 – Identify Recipient

OperatingCompany

Division Team Manager

Employee Name

Role Email Telephone (Inc. mobile)

• Create a list of stakeholders, including employees, clients and suppliers

• Work with human resources, accounts and procurement globally to develop a comprehensive list of stakeholders

Supplier / Client

InternalPrimary Contact

Supplier / Client Contact Name

Supplier / Client Email

Supplier / Client Telephone

Supplier / Client LinkedIn or Twitter Page

Step 3 – Recipient’s Access to Communication

• Understanding the recipient’s access to communication is vital for message delivery.

Examples

• Field-based or manufacturing workforces may have limited or no access to technology (i.e. email, intranet sites, social media, etc.)

• Employees may never read company newsletters or announcements on notice boards

• Employees, clients or suppliers availability for meetings may be limited

Step 4a – Communication Channels (Internal – Employees)

Technology

• Email announcement

• Intranet site

• Electronic notices on office TV screens

• Telephone briefings

• Text messages

• Internal social network

Face-to-Face

• Small scale team briefings

• Town hall events for all staff

Step 4b – Communication Channels (External – Client and Suppliers)

• Email

• Telephone briefing

• Face-to-face meeting

• Social media, such as LinkedIn or Twitter to reach customers

• Announcement on company’s external webpage

• Mail/Post

Step 5 – Message Delivery Monitoring• Quantitative

• Monitor click-rates to webpage or intranet pages

• Monitor emails or text message read/unread notification

• Qualitative

• Internal Employees: follow up with communication coordinators or local team managers via telephone

• External Clients/Suppliers: follow up with primary client or supplier contact via email, telephone or through face-to-face meeting

• Track and re-issue reminders

Monitor

Follow up

Thank you for your consideration