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Copyrights HospitalPortal.net 2016. All rights reserved.
BEST PRACTICES inInternal CommunicationUsing your Hospital Intranet
Anne La Francis
Director of Sales and Marketing
HospitalPortal.net
Angela Novak
Client Services Director
H2M
Copyrights HospitalPortal.net 2016. All rights reserved.
Agenda• Key tips for publishing relevant content on your Intranet
• How to better distribute and present vital information to our staff
• Ways to engage your employees with your content
• How to encourage collaboration amongst staff
• Tools for providing leadership with valuable staff feedback
• How to incorporate the above ideas and concepts into your Intranet
Copyrights HospitalPortal.net 2016. All rights reserved.
HospitalPortal.net & H2M share a mutual client… “We have relied on HospitalPortal.net to manage our intranet for many years. The “Central Line” as it is called is a vital tool used for internal communications with our 900 employees and 80+ medical staff at Lake Region Healthcare. Their easy-to-use interface helps us to keep intranet content fresh and relevant.”______________________________________________________________________________________________“Lake Region Healthcare has been a client of H2M since the fall of 2012 and have become an extension of our marketing department. They treat our business as if it were their own, seeking to learn and understand our industry and marketplace through in-person visits, extensive research and collaboration with our internal staff on projects from media production to graphic design and PR to content development.”
Katie N. JohnsonVP, Marketing & Communicationsand LRH FoundationLake Region HEALTHCARE
Copyrights HospitalPortal.net 2016. All rights reserved.
Creating an Internal Communication
Program
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Why internal communication?
• Employee engagement
• Brand ambassadorship
• Work smarter, not harderFor every 2% increase in employee satisfaction,
there is a 1% increase in retention…
Your Employees Power Your Long-term ROI.
Copyrights HospitalPortal.net 2016. All rights reserved.
Employee engagement• Proactive transparency builds trust and
respect between the health system
and its employees.
• Regular internal communication unites
employees by breaking down the silos
and/or barriers between service lines,
departments and locations.
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Brand ambassadors• Your employees are your best brand
ambassadors.
• Because your patients spend the
majority of their time interacting with
your employees, consistency and
authenticity in messaging is key.
Patients can never love your hospital until your employees love it first.
Copyrights HospitalPortal.net 2016. All rights reserved.
Work smarter, not harder• You are already developing strong external
content, so capture the messages in one
centralized intranet portal, making it easy
for employees to stay informed and
efficient for you to publish.
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What’s the best approach?• An internal communication program that’s integrated within your overall
marketing communication department and that leverages multiple employee touchpoints.
• Tactics include:• Become your own publisher• Tell employees first• Make it a two-way street• Maintain a regular schedule• Launch a brand ambassador program
Copyrights HospitalPortal.net 2016. All rights reserved.
Become your own publisher• Manage all of your communication messages
across all channels with a comprehensive content calendar.
• Channels should include all communication touchpoints throughout the employee experience.
Copyrights HospitalPortal.net 2016. All rights reserved.
Tell employees first
• Healthcare employees are accustom to being empowered; they are on the frontlines of making vital decisions everyday.
• Healthcare employees should be the first to know…and sometimes the ONLY to know.
Daily Happenings
•Trainings
•Celebrations
•Menus
•Quality reports
•Census information
•Births
Earned Media/PR Updates
•Hospital improvements
•New facility upgrades
•Mergers or acquisitions
•Community programs
Leadership Updates
• Leadership blogs
• Leadership academy
Social Feed
• Social network updates
Crisis Communication
•Emergency preparation and response
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Make it a two-way street• Successful internal communication
offers employees an opportunity to ask questions, give ideas and participate in the communication overall.
• This should happen both through your intranet and in-person.
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Maintain a regular schedule• Proactive communication on a regular
schedule is key.• Offer relevant, timely content and they will
keep coming back for more.
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Launch a Brand Ambassador Program• Empower though leaders and influential
employees to be your boots-on-the-ground messengers.
• Arm them with key talking points and Q&As.
• Gather what they are hearings so leadership gains frontline knowledge.
Copyrights HospitalPortal.net 2016. All rights reserved.
Intranets empower employees.
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Why an Intranet for Internal Communications?
Nurses
OperationsVolunteers
PhysiciansEmployees
Intranet Leadership
Contract Staff
Board
CommunicationsContent
Social
Policies & ProceduresCalendars & Updates
Self-Service
Two-way communication
• They promote self-sufficiency• Connects everyone in the organization• Gives quick, real-time access to vital
information• Automates workflow and increases
productivity• Allows for standardized communication• Decentralized content management• Content is extremely easy to edit and always
up to date• IT staff is freed up to focus on other mission
critical tasks
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What is the main channel your organization uses for internal communication?
External-facing website
Printed newsletters/material
Intranet
No consistent internal communication
POLL QUESTION #1
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Internal Communication Features of an Intranet
• Events/Announcements• Leadership Blogs• Chat Feature• Forums• Idea Bank• Hospital Wikis• Leadership Academy• Social media ambassador program• Photos/Slideshows• Community happenings• Physician and board member portals• Crisis Management
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Slideshow/Image Gallery
• Make the images engaging• Front and Center• Uniform sizing & formatting• Text + Picture/Photo• Can be hyperlinked
• Uses• Engaging announcements• Feel-good stories• Commonly viewed pages• Internal Advertising
Announcements
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News
• Uses• Hospital events• Training/educational classes• New available resources• Running newsletter
• Events Component• Include Pictures• Description• Uniform look• Limit quantity on initial display
Announcements
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Events component features & options
• Picture • Title Field• Description Field (Brief Description)• Detailed Description• Date and Time• Links• Comments
Announcements
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Scroller
Uses• Fires• Evacuations• System Outages
Features• Scheduled or on the fly• Global• Clickable links
Announcements
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• Collaborate, learn, 2-way communication, etc.
• Enable comments• Archives
• Examples• Departmental
• Adding a connection• Personal• Leadership/CEO• Vlog
Blogs
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Chat
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Forums• Staff Forums• Departmental Forums• Project collaboration
• Examples• Classifieds/Want
Ads• Team projects• Ride sharing• Employee recipes• Q&A
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Idea Bank
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Hospital Wikis• Search Wiki• Hospital FAQs• Click on question to see
expanded answers• Ask HR or any department• Submit an inquiry if question
wasn’t answered• Employee Wiki - connect to
employee profiles
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Leadership Academy• Calendar of Events• Collaboration center• Leadership contacts• Meeting resources/minutes• Training
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Social Media Ambassador Program (SMA)• Brand standard manuals• Hospital logos• Social messages• Pre-scripted emails• Video library• Approved photos• Form to apply for the
program
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Forms & Workflows
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Restricted-View Pages for Specific Staff
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Community Page• Photo galleries• Photo submission form• Community events and
calendar• Fundraising tracker• Donation form
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Board Page• Meeting packets• Meeting notes archives• Committee lists• Board calendar• Dashboards• Voting
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Physician Page• Physician forum• Physician calendar• Links to relevant resources• On call schedule(s)• News and announcements• Orders and Protocols• Onboarding resources• Market to potential
providers
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Crisis Management
Intranet Features to help with
Crisis Management
Training/educational resources
Videos
Forums
Contact directories
Emergency vendor directories
Mass notifications/alerts
Chain of commands lists
Emergency codes
Dedicated pages to crisis topic
Blogs
Ticket management
Emergency scroller
Alert Employees First Keep Employees Constantly
Informed Document Crisis Management
Procedures in Place
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Crisis Management Tools
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Q & A
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THANK YOU!
Anne La FrancisHospitalPortal.net
Director of Sales and [email protected]
Angela NovakH2M
Client Services [email protected]