Organizational communication in a system the size of Piedmont Healthcare will always be a challenge.
As organizations increase in size, formal top-down communication becomes more difficult, more removed, and less responsive to communication traveling up the hierarchy.
The role of the employee intranet is multi-dimensional. It is an information resource, a communications vehicle, a training playground, and a feedback mechanism. It allows employees to interact with the organization in ways not previously possible, and it allows them to improve their job skills. A well-managed employee intranet allows organizations to provide constant information to help employees perform their jobs more efficiently by providing:
- Company news, departmental newsletters, or weekly letters from the president
- Employee handbook, expense report submissions, and so on
- Operations policies and procedures manuals
- Addition, deletion, and change of submissions to Human Resources
- IT Support Desk trouble ticket submission and Frequently Asked Questions (FAQs)
- White papers
- Training documentation and schedules for new employees
At Piedmont Healthcare, I implemented new content management policies and procedures that increased usage of the employee intranet by 400 percent. It included adding a daily feature story, linking back to that story from multiple places, populating and managing a global calendar, launching and managing a daily e-mail digest sent to every active employee e-mail address, and studying available metrics to identify issues and topics that interested employees.