MULTICHANNEL COMMUNICATIONS
Find the right channel for every employee
A strong multichannel approach is essential for effective internal communications. If you’re targeting several internal audiences at once, this interactive resource will help you understand which channels are most effective for reaching and engaging each one.
Key channels for comms success
Here’s an overview of the most important channels that help connect and inform your entire workforce.
Intranet homepage
Your intranet homepage serves as the anchor for multichannel storytelling by providing a centralized hub for information and updates. With high visibility at the gateway to the digital workplace, it can be customized for different user groups to ensure content remains relevant.
Employee app
Ideal for urgent communications and reaching deskless workers, updates on this channel require concise messaging, but can direct recipients to your intranet for more details. Notifications should be used sparingly to prevent fatigue, as employees can disable them or delete the app if overwhelmed.
SMS
A universal channel, SMS enables rapid communication with the vast majority of employees and is typically reserved for critical messages. SMS comms must be short and in plain-text format but can include links to intranet content for further information.
Email is accessible on most devices by a significant portion of employees, and rich-text format allows for brand-aligned images and video to support messaging. However, it can be difficult to reach deskless workers and engage desked workers, who may see it as a secondary channel.
Third-party integrations
Integrations with Slack and Teams can reach a large segment of the workforce on apps that already see frequent use (although frontline staff may not have access). These channels are better suited to shorter comms, but intranet integrations make it easy to link to more detailed content.
Digital signage
This channel is ideal for reaching both deskless and desked employees, with QR codes providing quick access to additional information. Given the limited space available to capture attention, following best practices for messaging and design is essential.
Discover the best channels for your audience
Select your internal target audience below to determine which channels will be most effective.
Field workers
Whether they’re selling products, carrying out operations offsite, or performing another function, these employees don’t always interact with digital workplace technology in predictable ways and can be tough to make an impression on.
Keep in mind: For employees who move between offices, stores, or other locations, one intranet feature that’s especially useful is geofencing. This allows for tailored multichannel content that provides workers with the updates they need, when they need them.
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Warehouse and factory workers
These employees aren’t likely to have their own company devices, email addresses, or access to third-party apps, leaving you with fewer channel options. However, there are plenty of effective ways to get your messaging across.
Keep in mind: For warehouse and factory workers, digital signage is king. It’s not only a place to share important updates and reminders, but also an opportunity to boost morale and culture. Don’t be afraid to have a little fun with your messaging and graphics.
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Office-based and hybrid desk workers
Those working in the office on a regular basis have access to nearly every available channel, so your strategy will depend on what you’re communicating.
Keep in mind: Your multichannel approach for hybrid workers should ultimately depend on how often they report in-person. If employees are required to be in the office only a handful of times per month, treat them the same way you would remote workers.
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Remote desk workers
Out of all the employee groups, remote workers are most likely to be active participants in the digital workplace, which is a huge comms advantage. Any channel available on their devices is fair game.
Keep in mind: It can be beneficial to send out the same information across multiple channels as part of a comms campaign or an urgent alert. However, for everyday situations, choose carefully to avoid oversaturation.
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Delivery drivers
As drivers are out on the road, they won’t typically have access to a company laptop and may not receive certain updates right away.
Keep in mind: Drivers may only get to check their phones briefly after completing deliveries or while on breaks. They’re more likely to devote their limited attention to a short-and-sweet message that pops up in its entirety on their mobile devices.
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Frontline staff
Frontline employees spend the bulk of their time focusing on customer interactions rather than engaging with the digital workplace, yet it’s crucial for them to remain connected and up to date on processes and policies.
Keep in mind: Consider the level of access frontline workers have to mobile phones and company devices during their shifts, which will vary based on company policy and industry. Digital signage in staff-only areas is nearly always a safe bet.
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Part-time staff
Part-time staff aren’t working as frequently, so without the right communications strategy, they may be at risk of missing key information and updates.
Keep in mind: Consider that these employees may belong to other distinct audiences as well – for example, a part-time office worker will have different comms needs than a part-time delivery driver. Combine strategies to ensure the best approach.
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Contractors and flexible employees
These workers are required to get up to speed on your organization quickly and efficiently, and a significant portion of your comms won’t be relevant to them (for example, updates on annual performance reviews or open enrollment).
Keep in mind: Tailored intranet homepages are a great way to ensure special groups of workers stay informed without cluttering their feeds with irrelevant content. The intranet can also provide them with access to key information and documents, eliminating the need to purchase additional licensing.
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Multi-channel communications
Download and discover which channels are most effective for different segments of your workforce, and how to plan a multichannel strategy for common comms scenarios.
