Multiple Channels, Multiple Times

I've just been reading about the frustrations of a Human Resources manager. He's tired of having to answer the same questions about benefits over and over again.

I understand that, having been on both sides of the issue, both as a consumer of benefits and in communicating about them on behalf of corporate clients. Benefits can be the slippery eels of internal communication.

But, to put the issue into context, this is another case of complex communication. In this case, a large volume of information that's not easy to understand.

Descriptions of benefits typically involve a high level of density: in other words, they contain a lot of information in a small amount of 'space'. Many of them resemble insurance policies -- long on legal language and short on examples and anecdotes. As a result, the information is accessible to only a small proportion of the whole group.

How do you deal with this kind of communication challenge? Multiple channels, multiple times. That means repeating the message many times, and sending it through as many different channels as possible.

For example, when one of my clients changed its benefits package to offer more choices, it used this strategy. Collectively, the overall value of the benefits would work out the same for the company. But, individual employees would have to make choices, and in many cases the value of the individual benefits they received would depend on how wisely they made their decisions. In turn, that could lead to the equivalent of 'buyer's remorse' and complaints.

The company took a proactive approach to the changeover. It began planning well in advance of the switch, and its preparations included the equivalent of focus groups to identify concerns, questions, and problems.

Then, in the month or so before the changeover, it began communicating on several fronts. It held information sessions with employees, it sent each employee an information package, it sent out a special edition of its newsletter, it offered in-house computer programs for calculations and enrollment, and it offered appointments with benefits personnel if employees felt they needed individual counselling.

Employees got the information in several formats, and at several different times, greatly increasing the odds that most of them would make informed decisions.

The odds that they would understand their choices went up because of different learning styles. And, needless to say, their ability to learn varies from time to time.

Some people learn best by reading (and you may be one of them since you're reading this article). Others may learn more effectively by listening, while yet others do best when they act in some way (like using a computer program).

Similarly, you may not be receptive to new information about a benefits program right now because you're focused on an important meeting later today. Or perhaps you'll be more interested in the subject after you talk with a friend and colleague at lunch tomorrow.

By using multiple channels and multiple times, we provide our readers/listeners/participants with several different learning options. That, in turn, means we increase the odds there will be a time and method that's optimal for them.

About The Author

Robert F. Abbott writes and publishes Abbott's Communication Letter. Each week subscribers receive, at no charge, a new communication tip that helps them lead or manage more effectively. Click here for more information: http://www.CommunicationNewsletter.com

abbottr@managersguide.com

---

Internal Communication: 12 Essential Elements

There are 12 essential elements of a successful internal communications... Read More

Lower the Bar

"Nothing great was ever achieved without enthusiasm." Ralph Waldo EmersonI'm... Read More

Hows Your HUB?

Marketing gurus are always coming up with new lingo but... Read More

Sarbanes Oxley 404 Compliance - How Nov. 15, 2004 Deadline Affects You

Fast Relief for Sarbanes Oxley Section 404 ComplianceSection 404 of... Read More

Being a Great Boss

Are you one of those bosses that people just love... Read More

Building the Trust in Your Employees - 12 Easy Tips

In Stephen Covey's great book, "The Seven Habits of Highly... Read More

Making Assumptions - A Critical Communication Mistake In Business And In Your Personal Life!

We draw conclusions about people through observation, their behavior, past... Read More

Stomp Out Leeches In Your Company

Recently, I felt appalled to see a political candidate running... Read More

Recruitment - Do You Know What Youre Looking For?

The time will come when you'll need to interview someone... Read More

Why Outsourcing Could Be The Best Thing You Do For Your Business

While it's probably not true to say that the traditional... Read More

5 Steps to Identify Core Processes

Part Two of Creating Well-Defined Processes SeriesNext Week: ImplementationLast week,... Read More

Whatever it Takes!

I have a sign on my office door. It pretty... Read More

Hire The Person, Not The Resume

"? [get] the right people on the bus, the right... Read More

The High Cost of Employee Turnover Among Project Managers

Imagine for a moment this scenario from a frustrated Senior... Read More

Keys to Feeling Powerfull In An Uncertain World

Life has always been full of uncertainties. Over the last... Read More

How to Make the Best of it - Take Your Weather with You

I once worked in a place where there were three... Read More

Will a Workplace Bully Bankrupt Your Company?

Safeguard Your Company Against Harrassment ClaimsTwenty-five percent of employees suffer... Read More

Human Resource Employee Risk Profile - Management Risks Explained

Human Resource Employee Risk ProfileIs your business at risk? Do... Read More

Balance Your Managerial Life

We have only one life, but we live in three... Read More

Try It Out On Your Team First

Wow! You're brilliant! You have a great idea. You've looked... Read More

Resistance - How to Handle It

Do you ever meet with resistance from other people -... Read More

Unveiling the Value of Your Expertise

All of us have knowledge, expertise, and experience that others... Read More

The Importance of Business Goals

For you to get where you want to go, there... Read More

Why Soft Skills?

The industrial age is over. Organizations still stuck in the... Read More

Effective Meetings by Phone - Part 2, How to Hold a Teleconference

Even a well-planned teleconference can go poorly. Some people treat... Read More

What is Six Sigma?

Six Sigma is a highly disciplined process focused on satisfying... Read More

Plans & Goal Setting - Kicking winning Goals

Kicking Winning Business Goals The competition for business... Read More

The Dark Side of Help Desk SLAs

You just signed a Help Desk Service Level Agreement (SLA)... Read More

Customer Focus - Just 5 SimpleThings You Need to Think About

You can boil down the difference between successful businesses and... Read More

How to Prepare for Your Companys Financial Future

Sooner or later, most business owners need to look for... Read More

The High, High Price of Distrust

A paper manufacturer with over 300 employees once announced that... Read More

Service Level Agreement (SLA) Boot Camp

Service Level Agreements, or "SLA's" are tricky but useful mechanisms... Read More

Diversity Training: The Worst Possible Reasons to Request Executive Funding

You're on your organization's diversity committee. You have the best... Read More