Tag Archives: email

Is anyone really using your intranet?

To put it mildly, there is some disagreement among communicators about the effectiveness of intranets.

To some, they’re invaluable. Others say they’re outdated and, in a word, dead.

The truth seems to be somewhere in between, but they’re definitely not used as widely as some communicators might like. According to a survey from Presicent Digital Media, even as far back as 2012, only 13 percent of employees said they use their intranets every day. Nearly one third (31 percent) said they never use it at all.

Yet even with what seems to be lacking interest, intranets are highly used by communicators. PoliteMail’s 2016-2017 Internal Communications Survey Results show that communicators rank intranets as the second most-used communications tool after email. Only six percent of respondents said they don’t use it at all.

What, then, are communicators to do when they’re aiming (or perhaps being pushed) to make the intranet a centerpiece communications strategy even as employees and other stakeholders seem to be only somewhat interested, if at all?

Perhaps it requires a change in perspective. Though some communicators consider them to be, intranets are not the end-all, be-all of internal communication. And they’re not a replacement for email, though some have tried to market them that way. An intranet should be one part of a broad communications approach.

Intranets and email don’t have to be an either/or proposition. Indeed, our own research bears out that most communicators use both on a day-to-day basis. With that being the case, they should work hand-in-hand. Social intranet provider ThoughtFarmer suggests that intranet newsletters are a highly valuable way to drive employees to the intranet.

Best practice is to use the intranet as the destination to post all your long-form content, with email best used to provide the high-level messaging with links back to the intranet articles.

That’s especially true in a world in which mobile communication is increasingly a method employees want and even demand. A survey by theEMPLOYEEapp found that employees are more likely to look to email instead of intranets if intranets aren’t mobile ready. (It also found that most employees—87 percent—prefer to receive news by email.)

If someone is trying to sell you an intranet as a replacement for email, they’re quite simply wrong. Emails are the best possible way to drive more engagement on your intranet, hands down.

Why Positive Customer Experiences Hinge on Employee Engagement

Most business leaders will tell you that customers and their experiences are the most important part of business. They also acknowledge that employee engagement is pivotal to the success of their business. After all, employees are the ones who will help form a first impression of your brand- and if they are feeling demotivated it is likely that they will not delivery during the first interaction.

An article on the Entrepreneur website lists four ways leaders can ensure employees are primed to deliver first-rate customer experience:

  1. Shorten Feedback Loops
    It’s become the norm to only give employees feedback twice a year. However, the half-a year gap in between gives employees the impression that feedback is being provided only because leaders are being obliged to. As evidence for shortening the feedback loops, Forbes notes that 43% of highly engaged employees get feedback at least once a week, compared to 18% of employees with low engagement.
  2. Tap into Your Employees’ Customer Insights
    It is widely known that high employee engagement mutually benefits the company and its staff. This is particularly apparent by simply sitting down with employees and asking for their thoughts and ideas, based on their front-line customer experience. in doing so, they will be more appreciative of you taking the time to heat, discuss and consider what they say, while you will come away with some crucial customer insights.
  3. Adopt a Personal Approach
    There are a few ways to let your employees know that you appreciate all that they do for the business- however, it should go further than the standard note. In the digital age, everything seems to be done via email including “well dones” and “thank yous”. While any appreciative comment should be recognized, delivering it in handwritten form makes it a little more personal.
  4. Communicate Your Goals
    More than one in ten employees are disengaged at work, according to statistics. The reasons behind their disengagement at work might be more straightforward than you would think. Perhaps they feel they are not able to work to their full potential because they are not being included in essential project plans and goals.

Read the full article here.