HCNW 2019 Fall Conference – Presented by: Patrick Holmes and Kelsey Huwaldt, MBA
Transforming internal
communications at OHSU
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Patrick HolmesAssociate director of strategic communications
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Kelsey Huwaldt, MBASenior internal communications specialist
Background
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Communications audit
• Too many emails, not enough information.
• Lots of duplication.
• Too many channels.
• Need for targeted communications.
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Action
• Blog consolidation.
• Shift from subject-based channels to audience-based
channels.
Challenges persist
Audience-based channels assume you wear one hat…
…but individuals at OHSU wear many hats.
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Opportunity
• Improve communication effectiveness.
• Reduce redundancy and increase relevance.
• Increase faculty/staff/student engagement.
• Improve productivity.
Time is $$$
• Saving just 5 minutes a week per employee would result in 66,650 hours, which translates to a $2.8 million annually.
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Duplication Filler Timing
Content challenges
With so much information coming at them …employees are simply filtering out anything they don’t feel is personally relevant to them.
— Denise Cox, Newsweaver
Too much noise impedes attention
New solution
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Smart phones are now a viable delivery
mechanism
• 77 percent of Americans own a smartphone.
• The average adult checks their phone 132 times per day and spends
3:15 hours on their device (without voice).
• 80 percent of workers keep a smartphone in view throughout the
day.
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Mobile-first internal communications
and engagement platform
• Content is tagged to deliver relevant information to individuals.
• Duplication of content is virtually eliminated.
• Content is housed in one searchable resource.
• Real-time delivery enables higher engagement.
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Added value
• Allows both required content and user-selected content.
• Empowers social sharing for appropriate items.
• Allows redelivery of actionable content to those who haven’t responded.
+ +
Web Mobile AppEmail
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Other features• Push notifications
– Important announcements
– Emergent alerts
• Pin stories to top of feed
• Retargeting
• Engagement analytics
• Branded for OHSU
Rollout
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Pre-launch
• Teaser videos (intranet and digital signage)
• Posters
• Flyers
• Blog messages
• Road show
• Intranet takeover
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Launch
• Launch video
• Email message
• Intranet takeover
• Tabling (socks!)
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Post-launch
• Tips and Tricks videos
• Refinement
• New user onboarding
Results
19,823 active users
4,703 with mobile
access
441,804 post views
17,016 post likes
5,231 comments
18,032 comment likes
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Total comments, year over year
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Comments in past year 6.7% of all employees have commented
Lessons learned
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Lessons learned
• Know your KPI.
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Views
• Many posts don’t need
a click.
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Active Users
• Anyone who has logged in to the platform in the past 30
days.
• A much better data point.
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Lessons learned
• Know your KPI.
• Provide the guideposts.
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Twice weekly digests
• Curate the key stories.
• Monday, what you need
to know.
• Friday, news to connect
you.
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Lessons learned
• Know your KPI.
• Provide the guideposts.
• Make it the new normal.
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New users are new adopters
• 840 new members in past 30 days.
– 839 active in past 30 days.
– 41 downloaded mobile app.
Thank You