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How to Create Effective Employee Communication Channels

July 24, 2023

During a crisis, effective internal communications are key to protecting three things: your organization’s reputation; the trust and confidence of employees; and the credibility of leadership. You want your people to know that you’re in control and handling the situation appropriately. And you want them to learn about it from you first, and not through some online news report. For these reasons, you don’t want to wait until a crisis hits to discover that your internal communication channels aren’t working. It shouldn’t matter whether the crisis is a cyberattack or a power failure that collapsed your network. You can’t afford a communication breakdown simply because no one uses your go-to backup. In this article we’ll discuss how to create effective communication channels for your organization.

How to Create Effective Employee Communication Channels That Serve You Well in a Crisis

The answer to the former problem (power failure/cyberattack/etc.) may seem straightforward: designate and mandate an alternative communications channel. Text may seem like a reasonable alternative; everyone has a cellphone, right? Of course, cell service can fail too, or a power outage could last so long that charging phones becomes a challenge. However, even when cell service isn’t interrupted, texting has limitations. If you send a secure text via Messenger, but a good number of your employees use Telegram or WhatsApp, those employees are not receiving the message. In fact, they don’t even know a message has been sent.

In truth, regardless of policies, the value of your employee communication channels degraded long ago. It’s not just text. Which social media platform would be most effective? LinkedIn, Facebook, Twitter DM? Two years ago, you invested in training staff to use Teams, but current managers and staff now prefer Slack. For others, the default is … well, you get the point.

The Puzzle: Promoting Use of Standard Comms Channels

Acceptance of new communication platforms typically grows organically. Early adopters embrace the new and advocate its use, often at the urging of the platform itself (“Invite your friends to join WhatsApp.” “Your contact, ‘Boss,’ has joined Telegram.”). Moreover, every platform – once available – joins the expanding universe of existing channels. To mix cosmological metaphors, imagine old, mostly abandoned platforms as space junk – they’re floating around out there and may still be supported, but they’re mostly just problematic garbage.

The takeaway? It’s unlikely you’ve sanctioned the platforms your people actually use, and even less likely that you’ve integrated protocols for their use in any policy-driven way. Heck, if you’re old and your colleagues are young, you may not even know that what they’re using exists.

So how do you determine whether what you have in place is up to the challenge of sustaining mission-critical communications during a crisis? Relatively large organizations can invest in systems that communicate with everyone associated with the organization via text, e-mail and even voice. However, cost can put those same systems out of reach for smaller businesses. That’s also why smaller entities are more likely to be hampered by the steady onslaught of new communication platforms and channels.

So How Does a Small Business Determine What Its People Are Using?

The first step is often overlooked: ask. If your organization isn’t Amazon, Google, or the federal government with hundreds of thousands of employees, you can simply poll them (use Survey Monkey, for instance) about their preferred communication platforms under a variety of circumstances. Once you identify a predominant platform (or perhaps two), you can adopt it by policy and let all employees know that leadership will share official communications on that platform. If you make this an annual exercise and adopt it for leadership comms immediately, you can be confident that your chosen platform will be up-to-date, and that employees will receive mission-critical communications.

Ensuring That They’ll Also Read Them Requires Follow-through

Once you choose a particular platform, make certain your people can use it. Help them upload the app, give them access to the system if it’s proprietary, provide adequate training, and – perhaps most important – schedule impromptu drills. Implement all four steps and you can trust that the platform will work the way you want it to when a crisis hits.

Take the same approach to confirm the effectiveness of comms channels you use for more mundane internal messages. For example, you know that monthly staff and client newsletter you spend so much time and effort to crank out? When was the last time you determined whether employees actually read it? Same for emails that detail new procedures or policy changes. If you’re not monitoring a platform’s use or require action in response to the message itself (not just a reply that it was received), you can’t know whether anyone’s even read it.

Kessler PR Group is a leading public relations firm specializing in crisis communications, reputation management, litigation support and media relations. To learn more, please visit https://kesslerpr.com, call 908-322-1100 or email info@kesslerpr.com.

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Led by acclaimed crisis communication strategist Karen Kessler, our team brings skills, knowledge, and experience from a winning mix of professional backgrounds to best serve our clients’ needs. Kessler PR Group’s collaborative approach means you get the whole team. Everyone on our team is familiar with every client and the issue at hand.

Karen Kesseler - Kessler PR

Karen Kessler

kkessler@kesslerpr.com

Karen regularly counsels clients on sensitive issues including regulatory inquiries, personnel matters, business practices and criminal and civil litigation. She represents high profile celebrities and entities in the USA, Europe and the Middle East. She is known for her discretion, her integrity, and her decades-long relationships with media leaders.

Karen is a frequent keynote speaker on topics ranging from reputation, career, leadership and moving beyond cancel culture. A reliably provocative commenter on reputation issues for print and broadcast, Karen has served as an on-air reputation consultant to the “NBC TODAY SHOW” and others. Her work has been the basis of both feature and documentary films.

Karen has served on Boards of Directors of public companies and leading not-for-profits in finance, health care and education. She and her work have received dozens of awards from local, regional and national organizations.

Early in her career, Karen served as the Vice President of Corporate Communications for the American Stock Exchange. She was the Director of Transition for New Jersey Governor-Elect Jim Florio and the first female commissioner of the New Jersey Sports and Exposition Authority. She earned an AB in economics from Vassar College.

Karen Kessler

Karen Kessler

kkessler@kesslerpr.com

Karen regularly counsels clients on sensitive issues including regulatory inquiries, personnel matters, business practices and criminal and civil litigation. She represents high profile celebrities and entities in the USA, Europe and the Middle East. She is known for her discretion, her integrity, and her decades-long relationships with media leaders.

Karen is a frequent keynote speaker on topics ranging from reputation, career, leadership and moving beyond cancel culture. A reliably provocative commenter on reputation issues for print and broadcast, Karen has served as an on-air reputation consultant to the “NBC TODAY SHOW” and others. Her work has been the basis of both feature and documentary films.

Karen has served on Boards of Directors of public companies and leading not-for-profits in finance, health care and education. She and her work have received dozens of awards from local, regional and national organizations.

Early in her career, Karen served as the Vice President of Corporate Communications for the American Stock Exchange. She was the Director of Transition for New Jersey Governor-Elect Jim Florio and the first female commissioner of the New Jersey Sports and Exposition Authority. She earned an AB in economics from Vassar College.

Warren Cooper - Kessler PR

Warren Cooper

wcooper@kesslerpr.com

Warren provides strategic communication counsel and litigation support to clients facing personal or institutional crises.

He has provided media training to clients facing the glare of public scrutiny; written political speeches, university commencement addresses, and policy presentations for a variety of speakers and audiences; drafted media statements for corporate and outside counsel to align with and bolster litigation strategy and crafted traditional and social media messaging to support political and policy campaigns.

In advising clients, Warren draws on his years as an investigative reporter, as well as his own experience handling media as a New Jersey mayor and school board president. Warren earned a doctoral degree in psychology at Rutgers University and a BA in English at Binghamton University. He has taught psychology at Rutgers and journalism and communications at Raritan Valley Community College.

Warren Cooper

Warren Cooper

wcooper@kesslerpr.com

Warren provides strategic communication counsel and litigation support to clients facing personal or institutional crises.

He has provided media training to clients facing the glare of public scrutiny; written political speeches, university commencement addresses, and policy presentations for a variety of speakers and audiences; drafted media statements for corporate and outside counsel to align with and bolster litigation strategy and crafted traditional and social media messaging to support political and policy campaigns.

In advising clients, Warren draws on his years as an investigative reporter, as well as his own experience handling media as a New Jersey mayor and school board president. Warren earned a doctoral degree in psychology at Rutgers University and a BA in English at Binghamton University. He has taught psychology at Rutgers and journalism and communications at Raritan Valley Community College.

Warren Cooper - Kessler PR

Donna Elliott

delliott@kesslerpr.com

As the initial point of contact for Kessler PR clients, Donna Elliott draws on her background as a broadcast news writer, editor, and producer for a New Jersey-based media company to conduct client research with confidentiality and sensitivity. Her earlier work supporting C-suite executives enables her to develop strong relationships with attorneys, their clients and other engaged stakeholders, coordinating calendars and managing onsite, remote and hybrid meetings.

Donna seeks to boost client trust and confidence, approaching business operations to help clients achieve their reputational goals. Donna’s focus on enhancing the client experience throughout her career has enabled her to use data collection, assessment and analysis to recommend and execute process improvements at a New Jersey energy company and cultivate partnerships for an international, enterprise-level staffing solutions company.

Donna Elliott

Donna Elliott

delliott@kesslerpr.com

As the initial point of contact for Kessler PR clients, Donna Elliott draws on her background as a broadcast news writer, editor, and producer for a New Jersey-based media company to conduct client research with confidentiality and sensitivity. Her earlier work supporting C-suite executives enables her to develop strong relationships with attorneys, their clients and other engaged stakeholders, coordinating calendars and managing onsite, remote and hybrid meetings.

Donna seeks to boost client trust and confidence, approaching business operations to help clients achieve their reputational goals. Donna’s focus on enhancing the client experience throughout her career has enabled her to use data collection, assessment and analysis to recommend and execute process improvements at a New Jersey energy company and cultivate partnerships for an international, enterprise-level staffing solutions company.

Erin Friedlander Kessler PR

Erin Friedlander

efriedlander@kesslerpr.com

Erin develops and executes customized communication strategies for clients. She has represented many high-profile individuals and organizations during her career and has extensive experience in working with leaders of education, healthcare, not-for-profit, and religious organizations.

In addition to helping clients generate greater public awareness and visibility for their brand, Erin often works with clients who seek to avoid or respond to reputational fallout when faced with media or public scrutiny. She regularly provides public relations and litigation support for clients engaged in complex matters including, but not limited to personnel issues, leadership transitions, mergers, acquisitions, and bankruptcies.

Prior to joining Kessler PR Group, Erin served as communications director and media spokesperson for a prominent religious nonprofit organization in Central New Jersey.

Early in her career, Erin worked for a public and government relations firm in Trenton, where she led multiple strategic public relations, marketing and grassroots campaigns, special events, and communications initiatives for corporate, small business, New Jersey Department of State and not-for-profit clients. Erin earned her BA in Communications at Rider University.

Erin Friedlander

Erin Friedlander

efriedlander@kesslerpr.com

Erin develops and executes customized communication strategies for clients. She has represented many high-profile individuals and organizations during her career and has extensive experience in working with leaders of education, healthcare, not-for-profit, and religious organizations.

In addition to helping clients generate greater public awareness and visibility for their brand, Erin often works with clients who seek to avoid or respond to reputational fallout when faced with media or public scrutiny. She regularly provides public relations and litigation support for clients engaged in complex matters including, but not limited to personnel issues, leadership transitions, mergers, acquisitions, and bankruptcies.

Prior to joining Kessler PR Group, Erin served as communications director and media spokesperson for a prominent religious nonprofit organization in Central New Jersey.

Early in her career, Erin worked for a public and government relations firm in Trenton, where she led multiple strategic public relations, marketing and grassroots campaigns, special events, and communications initiatives for corporate, small business, New Jersey Department of State and not-for-profit clients. Erin earned her BA in Communications at Rider University.

Kevin Israel Kessler PR

Kevin Israel

kisrael@kesslerpr.com

Kevin provides communications guidance and messaging support to a wide variety of clients, including those in the healthcare field, construction professionals, and the entertainment industry. He has overseen event planning and helped produce major televised events.

Prior to joining Kessler PR Group Kevin served as public relations manager for a major New Jersey health system, directed the New Jersey Department of Transportation’s Office of Community and Constituent Services, and served as chief of staff for state elected officials in New Jersey’s 13th Legislative District.

Kevin’s legal and legislative background combined with his transportation and health care experience make him uniquely qualified to service a wide variety of clients. He has worked on high profile issues throughout the NY/NJ region and provided messaging strategies to governors, legislative leaders, and corporate executives.

Kevin earned his BA from the University of Delaware and his JD from Hofstra University School of Law.

Kevin Israel

Kevin Israel

kisrael@kesslerpr.com

Kevin provides communications guidance and messaging support to a wide variety of clients, including those in the healthcare field, construction professionals, and the entertainment industry. He has overseen event planning and helped produce major televised events.

Prior to joining Kessler PR Group Kevin served as public relations manager for a major New Jersey health system, directed the New Jersey Department of Transportation’s Office of Community and Constituent Services, and served as chief of staff for state elected officials in New Jersey’s 13th Legislative District.

Kevin’s legal and legislative background combined with his transportation and health care experience make him uniquely qualified to service a wide variety of clients. He has worked on high profile issues throughout the NY/NJ region and provided messaging strategies to governors, legislative leaders, and corporate executives.

Kevin earned his BA from the University of Delaware and his JD from Hofstra University School of Law.

Andria Lykogiannis- Kessler PR

Andria Lykogiannis

alykogiannis@kesslerpr.com

Andria Lykogiannis serves as principal client liaison, supporting client research and managing the scheduling, coordination and implementation of multiple projects. Her background in broadcast media production and business management enhances the critical support for client services aimed at achieving reputational goals.

Andria’s background and experience as a network television technician and editor for ABC and CBS included work on the Republican and Democratic national conventions, the Superbowl, Olympic Games, the CBS Evening News, the Detroit Grand Prix, NFL Football and NCAA Basketball to name a few. In addition, Lykogiannis owned and operated a successful franchise restaurant and catering business.

Andria Lykogiannis

Andria Lykogiannis

alykogiannis@kesslerpr.com

Andria Lykogiannis serves as principal client liaison, supporting client research and managing the scheduling, coordination and implementation of multiple projects. Her background in broadcast media production and business management enhances the critical support for client services aimed at achieving reputational goals.

Andria’s background and experience as a network television technician and editor for ABC and CBS included work on the Republican and Democratic national conventions, the Superbowl, Olympic Games, the CBS Evening News, the Detroit Grand Prix, NFL Football and NCAA Basketball to name a few. In addition, Lykogiannis owned and operated a successful franchise restaurant and catering business.

Brian McDonough Kessler PR

Brian McDonough, Esq.

bmcdonough@kesslerpr.com

Brian utilizes his legal experience to provide strategic crisis communications counsel and litigation support to clients confronted with complex and high-profile matters. He has developed successful communications strategies for corporations; not-for-profits; C-suite executive; professional sports teams, and educational institutions, and has drafted crisis communications plans for large hospital networks and universities.

Brian practiced law before joining Kessler PR Group. He has defended insurers and corporations in employment and mass tort cases, as well law firms and hospitals in legal and medical malpractice actions. Brian’s legal background, robust research skills, and strong writing underpin Kessler’s work on behalf of clients who seek to establish themselves as industry thought leaders or transform and enhance their public image.

Brian earned his JD at Seton Hall University School of Law and his BA in Law & Policy at Dickinson College.

Brian McDonough, Esq

Brian McDonough, Esq.

bmcdonough@kesslerpr.com

Brian utilizes his legal experience to provide strategic crisis communications counsel and litigation support to clients confronted with complex and high-profile matters. He has developed successful communications strategies for corporations; not-for-profits; C-suite executive; professional sports teams, and educational institutions, and has drafted crisis communications plans for large hospital networks and universities.

Brian practiced law before joining Kessler PR Group. He has defended insurers and corporations in employment and mass tort cases, as well law firms and hospitals in legal and medical malpractice actions. Brian’s legal background, robust research skills, and strong writing underpin Kessler’s work on behalf of clients who seek to establish themselves as industry thought leaders or transform and enhance their public image.

Brian earned his JD at Seton Hall University School of Law and his BA in Law & Policy at Dickinson College.

Allison Perrine

Allison Perrine

aperrine@kesslerpr.com

Allison leverages her background in journalism to help guide clients through diverse media-related challenges. She crafts impactful statements and speeches for organizational leaders in crisis and provides media training to help clients mitigate reputational risks.

In addition to these services, Allison designs graphics and websites for clients as needed while offering strategic social media advice to enhance brand awareness. She has also spearheaded public relations campaigns for numerous New Jersey-based nonprofits and businesses.

Before joining Kessler PR Group, Allison was a senior reporter for a Monmouth County newspaper. In this role, she built strong relationships with community and political leaders and produced compelling, balanced articles, always respecting confidentiality.

Allison holds a BA in Communications from Monmouth University.

Allison Perrine

Allison Perrine

aperrine@kesslerpr.com

Allison leverages her background in journalism to help guide clients through diverse media-related challenges. She crafts impactful statements and speeches for organizational leaders in crisis and provides media training to help clients mitigate reputational risks.

In addition to these services, Allison designs graphics and websites for clients as needed while offering strategic social media advice to enhance brand awareness. She has also spearheaded public relations campaigns for numerous New Jersey-based nonprofits and businesses.

Before joining Kessler PR Group, Allison was a senior reporter for a Monmouth County newspaper. In this role, she built strong relationships with community and political leaders and produced compelling, balanced articles, always respecting confidentiality.

Allison holds a BA in Communications from Monmouth University.