Communication = Morale

Yesterday I had an opportunity to meet directly with the big boss. It was a “skip-level” meeting. I’ve never had one of those before. Word at the cooler is that most groups that met with him didn’t understand what the meeting was for and did not “open up”. Therefore, the big boss didn’t really get much out of it and neither did they.

Many people feel he is “unapproachable” or “unreachable’. Many people do not know his motives and organizational decisions are often misinterpreted. And generally they are interpreted negatively (human nature, I guess).

Morale is suffering.

My colleague and I decided before the meeting that this was a real opportunity and that we were going to embrace it. She has more experience than I and had given me another possible perspective - that in fact the big boss was approachable. I tend to be a positive person so I decided to just ran with that…

We offered some suggestions on how to improve morale - and he listened to what we had to say. He even took notes! I told him that I thought it was all about communication and marketing. I told him people aren’t going to get excited about the company picnic if they don’t first feel respected and included. I told him there is a big disconnect between his vision (the organization’s vision) and all of us working in our silent cubicles. I told him that we need to see him. We need to have him ask us how things are going and ask us what we are up to and then feel appreciated for our contribution. We need to hear about his vision and understand how we fit into the larger organization. And we need all of this “informally” as much as (or I say more than) formally.

I told him to be the first to communicate about change because when he doesn’t - we will make up our own stories. The rumor mill is powerful and fast - and generally full of fear. I told him there is a “fear factor” that drives our low morale and he can address that fear by communicating with us. I’m not suggesting this fixes everything - I’m just suggesting that this type of communication is essentially marketing. And if this marketing is done with integrity and is meaningful, I think it can really make a difference.

I couldn’t leave technology out of the discussion so I brought up the e-newsletter. It’s quarterly. It takes oodles of resources to produce. It’s like herding cats to get the “articles” together. It takes days to format and get posted to the web. It stresses a whole lot of people out. Then it’s too long for anyone to actually read, and yes, it’s completely outdated. I said - forget it.

I told him about our upcoming blogging capabilities. (Our organization is testing the use of WordPress behind our firewall for departmental use - let me know if you have experience with this.) I told him I would help him start a blog where he could keep content live, relevant, and up to date. I told him if he just spent 15 minutes every couple of days it could really make a difference. (Trying to pass on the advice of others…)

I told him to spread the GREAT news. We have accomplishments all of the time, but we don’t hear about them. I told him that I learned at the eLearning Guild conference that every time I run into him in the elevator I should be “talking up” my training program and whatever else I’m working on - asking for the resources I need - and telling him what my successes are. He should just see me and think, “There’s the person making all of that wonderful training happen.” Well, I think he should be “talking up” our organization and it’s accomplishments - and those individuals that make them happen. He should be spreading the positive rumors.

That was yesterday.

Today he approached me and said he wants to put together a Communications Committee - and asked if I wanted to be on it. I enthusiastically said yes, of course! Then he asked if I could draft a charter for this committee by Monday! I enthusiastically said yes, of course! OMG! Now what?! I’m so excited…

Anyone out there have a good communications/internal marketing team? Got a charter? What works? What doesn’t?

I think it would be good to have a set of principles for this group. I’m not sure what the list will be yet, but I think I will start with authenticity.