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IE Application, International MBA Applicant: Marc Katchouni Question F - You have just participated in an important meeting with your superior. How will you ensure that every part of the instructions you received will properly reach all subordinates, suppliers and clients, located in different parts of the world?
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Communication Plan
International MBA , IEEssay Question: You have just participated in an important meeting with your superior. How will you ensure that every part of the instructions you received will properly reach all subordinates, suppliers and clients, located in different parts of the world?Applicant: Marc Katchouni
Overview
• Proper communication planning creates a system to deliver information to the right stakeholders in the right format, at the right time, and with the right impact.
• This PowerPoint highlights the steps to proper communication in a global setting and illustrates this using an example.
Approach to Proper Communication
Centralised approach Devolved approach
A devolved approach to communication using one small central team to communicate with other central points of contact within each operating country may facilitate communication to geographically and operationally diverse stakeholders.
Steps to Successful Communication
1. Develop a clear message2. Identify recipients and know the company’s audience [i.e.
global employees, clients, suppliers, etc.]3. Understand how recipients access communication4. Use targeted communication channels 5. Ensure message is delivered and processed by recipient
Step 1 – Develop a Clear Message
• Use simple language and cut through the noise• Use visuals • Sum up the message first, then provide detailed instructions• State clearly the action item• Use consistent approach to translation and colloquial
language, and identify person(s) responsible for translation
Step 2 – Identify Recipient
Operating Company
Division Team Manager
Employee Name
Role Email Telephone (Inc. mobile)
• Create a list of stakeholders, including employees, clients and suppliers
• Work with human resources, accounts and procurement globally to develop a comprehensive list of stakeholders
Supplier / Client
Internal Primary Contact
Supplier / Client Contact Name
Supplier / Client Email
Supplier / Client Telephone
Supplier / Client LinkedIn or Twitter Page
Step 3 – Recipient’s Access to Communication • Understanding the recipient’s access to communication is
vital for message delivery.
Examples• Field-based or manufacturing workforces may have limited or
no access to technology (i.e. email, intranet sites, social media, etc.)
• Employees may never read company newsletters or announcements on notice boards
• Employees, clients or suppliers availability for meetings may be limited
Step 4a – Communication Channels (Internal – Employees) Technology • Email announcement • Intranet site • Electronic notices on office
TV screens• Telephone briefings• Text messages• Internal social network Face-to-Face• Small scale team briefings • Town hall events for all
staff
Step 4b – Communication Channels (External – Client and Suppliers)
• Email • Telephone briefing• Face-to-face meeting • Social media, such as
LinkedIn or Twitter to reach customers
• Announcement on company’s external webpage
• Mail/Post
Step 5 – Message Delivery Monitoring• Quantitative • Monitor click-rates to webpage or
intranet pages• Monitor emails or text message
read/unread notification• Qualitative• Internal Employees: follow up with
communication coordinators or local team managers via telephone
• External Clients/Suppliers: follow up with primary client or supplier contact via email, telephone or through face-to-face meeting
• Track and re-issue reminders
Example – Ebola outbreak near mine site in GuineaScenario• Due to an Ebola outbreak near a mine site in Guinea, where
Company X has a team of engineers on-site, I am tasked to communicate to our client, sub-contractors, and employees to halt work and evacuate.
Message Creation• Draft message in English, French and Spanish to target three
languages commonly used at the mine site
Stakeholder List
Example - Internal Employees Operating Company
Division Team Manager
Employee Name
Role Email Mobile Number
Company X, UK
Geology John Smith
Robert Brown
Field Engineer
[email protected] +44 12345
Company X, Spain
Environmental Fernando Ferrer
Sara Garcia EHS Lead [email protected] +34 12345
Company Internal Primary Contact
Contact Name
Email Telephone LinkedIn or Twitter Page
Copper Driller Inc.
John Smith Jane Hayes [email protected] +44 12345 Web link
Rio Mining Steven Smith Aaron Meyer [email protected] +44 12345 Web link
Example - Contractors and Client
Assess and CommunicateInternal Field Employees1. Text message to notify 2. Telephone follow up with detailed
instructions 3. Mobilise health and safety company
leader to Guinea for face-to-face communication given the severity of Ebola
Other Internal Employees1. Email announcement to employees
not directly affected by work stoppage in Guinea
2. Intranet notice
Internal Team Managers1. Telephone / conference call to notify
management team2. Email follow up
Client1. Telephone conversation with client
point of contact2. Face-to-face meeting to communicate
contractual implications3. Email follow up
Suppliers (Local)1. Telephone supplier to notify2. Email follow up outlining impacts of
halting the works
Suppliers (Global)1. Task local office to telephone supplier
to notify 2. Email follow up outlining impacts of
halting the works
Monitor
Follow up
Thank you for your consideration
