Transforming internal communications at OHSU HCNW 2019 Fall - PowerPoint PPT Presentation

Transforming internal communications at OHSU HCNW 2019 Fall Conference – Presented by: Patrick Holmes and Kelsey Huwaldt, MBA

Patrick Holmes Associate director of strategic communications 2

Kelsey Huwaldt, MBA Senior internal communications specialist 3

Background

Communications audit • Too many emails, not enough information. • Lots of duplication. • Too many channels. • Need for targeted communications. 5

Action • Blog consolidation. • Shift from subject-based channels to audience-based channels. 6

Challenges persist

Audience- based channels assume you wear one hat…

…but individuals at OHSU wear many hats.

Opportunity • Improve communication effectiveness. • Reduce redundancy and increase relevance. • Increase faculty/staff/student engagement. • Improve productivity. 10

Time is $$$ • Saving just 5 minutes a week per employee would result in 66,650 hours, which translates to a $2.8 million annually.

Content challenges Timing Duplication Filler 12

Too much noise impedes attention 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

New solution

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. 16

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. 17

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. 18

+ + Email Web Mobile App

Other features • • Push notifications Retargeting – Important • Engagement analytics announcements • Branded for OHSU – Emergent alerts • Pin stories to top of feed 20

Rollout

Pre-launch • Teaser videos (intranet and digital signage) • Posters • Flyers • Blog messages • Road show • Intranet takeover 22

Launch • Launch video • Email message • Intranet takeover • Tabling (socks!) 24

Post-launch • Tips and Tricks videos • Refinement • New user onboarding 26

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

Total comments, year over year 31

Comments in past year 6.7% of all employees have commented 32

Lessons learned

Lessons learned • Know your KPI. 34

Views • Many posts don’t need a click. 35

Active Users • Anyone who has logged in to the platform in the past 30 days. • A much better data point. 36

Lessons learned • Know your KPI. • Provide the guideposts. 37

Twice weekly digests • Curate the key stories. • Monday, what you need to know. • Friday, news to connect you. 38

Lessons learned • Know your KPI. • Provide the guideposts. • Make it the new normal. 39

New users are new adopters • 840 new members in past 30 days. – 839 active in past 30 days. – 41 downloaded mobile app. 40

Thank You