HCNW 2019 Fall Conference – Presented by: Patrick Holmes and Kelsey Huwaldt, MBA

Transforming internal

communications at OHSU

2

Patrick HolmesAssociate director of strategic communications

3

Kelsey Huwaldt, MBASenior internal communications specialist

Background

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Communications audit

• Too many emails, not enough information.

• Lots of duplication.

• Too many channels.

• Need for targeted communications.

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Action

• Blog consolidation.

• Shift from subject-based channels to audience-based

channels.

Challenges persist

Audience-based channels assume you wear one hat…

…but individuals at OHSU wear many hats.

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Opportunity

• Improve communication effectiveness.

• Reduce redundancy and increase relevance.

• Increase faculty/staff/student engagement.

• Improve productivity.

Time is $$$

• Saving just 5 minutes a week per employee would result in 66,650 hours, which translates to a $2.8 million annually.

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Duplication Filler Timing

Content challenges

With so much information coming at them …employees are simply filtering out anything they don’t feel is personally relevant to them.

— Denise Cox, Newsweaver

Too much noise impedes attention

New solution

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Smart phones are now a viable delivery

mechanism

• 77 percent of Americans own a smartphone.

• The average adult checks their phone 132 times per day and spends

3:15 hours on their device (without voice).

• 80 percent of workers keep a smartphone in view throughout the

day.

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Mobile-first internal communications

and engagement platform

• Content is tagged to deliver relevant information to individuals.

• Duplication of content is virtually eliminated.

• Content is housed in one searchable resource.

• Real-time delivery enables higher engagement.

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Added value

• Allows both required content and user-selected content.

• Empowers social sharing for appropriate items.

• Allows redelivery of actionable content to those who haven’t responded.

+ +

Web Mobile AppEmail

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Other features• Push notifications

– Important announcements

– Emergent alerts

• Pin stories to top of feed

• Retargeting

• Engagement analytics

• Branded for OHSU

Rollout

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Pre-launch

• Teaser videos (intranet and digital signage)

• Posters

• Flyers

• Blog messages

• Road show

• Intranet takeover

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Launch

• Launch video

• Email message

• Intranet takeover

• Tabling (socks!)

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Post-launch

• Tips and Tricks videos

• Refinement

• New user onboarding

Results

19,823 active users

4,703 with mobile

access

441,804 post views

17,016 post likes

5,231 comments

18,032 comment likes

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Total comments, year over year

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Comments in past year 6.7% of all employees have commented

Lessons learned

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Lessons learned

• Know your KPI.

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Views

• Many posts don’t need

a click.

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Active Users

• Anyone who has logged in to the platform in the past 30

days.

• A much better data point.

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Lessons learned

• Know your KPI.

• Provide the guideposts.

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Twice weekly digests

• Curate the key stories.

• Monday, what you need

to know.

• Friday, news to connect

you.

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Lessons learned

• Know your KPI.

• Provide the guideposts.

• Make it the new normal.

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New users are new adopters

• 840 new members in past 30 days.

– 839 active in past 30 days.

– 41 downloaded mobile app.

Thank You