Multiple Channels, Multiple Times

I've just been reading about the frustrations of a Human Resources manager. He's tired of having to answer the same questions about benefits over and over again.

I understand that, having been on both sides of the issue, both as a consumer of benefits and in communicating about them on behalf of corporate clients. Benefits can be the slippery eels of internal communication.

But, to put the issue into context, this is another case of complex communication. In this case, a large volume of information that's not easy to understand.

Descriptions of benefits typically involve a high level of density: in other words, they contain a lot of information in a small amount of 'space'. Many of them resemble insurance policies -- long on legal language and short on examples and anecdotes. As a result, the information is accessible to only a small proportion of the whole group.

How do you deal with this kind of communication challenge? Multiple channels, multiple times. That means repeating the message many times, and sending it through as many different channels as possible.

For example, when one of my clients changed its benefits package to offer more choices, it used this strategy. Collectively, the overall value of the benefits would work out the same for the company. But, individual employees would have to make choices, and in many cases the value of the individual benefits they received would depend on how wisely they made their decisions. In turn, that could lead to the equivalent of 'buyer's remorse' and complaints.

The company took a proactive approach to the changeover. It began planning well in advance of the switch, and its preparations included the equivalent of focus groups to identify concerns, questions, and problems.

Then, in the month or so before the changeover, it began communicating on several fronts. It held information sessions with employees, it sent each employee an information package, it sent out a special edition of its newsletter, it offered in-house computer programs for calculations and enrollment, and it offered appointments with benefits personnel if employees felt they needed individual counselling.

Employees got the information in several formats, and at several different times, greatly increasing the odds that most of them would make informed decisions.

The odds that they would understand their choices went up because of different learning styles. And, needless to say, their ability to learn varies from time to time.

Some people learn best by reading (and you may be one of them since you're reading this article). Others may learn more effectively by listening, while yet others do best when they act in some way (like using a computer program).

Similarly, you may not be receptive to new information about a benefits program right now because you're focused on an important meeting later today. Or perhaps you'll be more interested in the subject after you talk with a friend and colleague at lunch tomorrow.

By using multiple channels and multiple times, we provide our readers/listeners/participants with several different learning options. That, in turn, means we increase the odds there will be a time and method that's optimal for them.

About The Author

Robert F. Abbott writes and publishes Abbott's Communication Letter. Each week subscribers receive, at no charge, a new communication tip that helps them lead or manage more effectively. Click here for more information: http://www.CommunicationNewsletter.com

abbottr@managersguide.com

---

Management Consultants, Creativity, Innovation

Most firms have intelligent, capable, knowledgeable managers who are very... Read More

Dialogue: the Four Dialogic Principles For Successful Communication

"But you don't understand!" exclaimed the manager, "this new initiative... Read More

Performance Evaluation: How To Create Change

STEPS TOWARDS GIVING A GOOD APPRAISAL INTERVIEW: Give specific feedback.... Read More

Comparing Ancient Programs from the East to Modern Programs like Stephen Covey.

Comparing Corporate and Personal goal attainment programs that have developed... Read More

A Rare Leadership Skill: Dealing With People Who Want Out By Offering Crowns For Convoy

As a leader, you'll inevitably be faced with people wanting... Read More

Hiring Your First Business Personal Assistant: Some Guidelines for Successful Hiring

Hiring the first personal business assistant is an exciting time... Read More

Creative Writing - business principles produce more quality work, faster

Maximization methodologies have long been used in business to produce... Read More

Conference Calling Can Save Your Sales OrganizationTime and Money!

Conference calling can save you money. There is no doubt... Read More

Managing People - Why Is It So Difficult?

Managing, supervising, being a team leader is the hardest job... Read More

Performance Management Made Easy

Performance Management is a process that both employer and employee... Read More

Safety Policy Sample Outline

Writing a safety manual is a tough job and most... Read More

6 Steps To Effective Management During Change

Take the pain out of gain and decrease the upheaval... Read More

Management - Mary Poppins Style!

Mary Poppins describes a style of management which has for... Read More

Using, Choosing, and Using an educational consultant

IntroductionThe aim of this document is to provide advice and... Read More

Turbo Charge Your Career With The Most Powerful Leadership Tool Of All: The Leadership Talk: Part 1

Leaders speak 15 to 20 times daily. You speak at... Read More

Your Appraisal System Can Be Better ? Overcome These Nine Serious Failings

This article is directed at senior managers. As a senior... Read More

Great Groups! - Getting a Group to Think Like a Genius

Great Groups! - Getting a Group to Think Like a... Read More

How to Coach Your Emplyees and Increase Motivation

It is easy to spot the difference between a work... Read More

Business Innovation ? Tacit Knowledge

Creativity can be defined as problem identification and idea generation... Read More

Leadership Styles - the Ten Top Qualities the Best Leaders Show

Top leaders...Are Visionary Top leaders have a very clear understanding... Read More

When Being A Facilitator DOESNT Help

I talked with a group of internal consultants last week... Read More

Five Principles of Effective Communication

The problem with communication is the illusion that it has... Read More

How to Coach Your Employees - 5 Simple Steps Anyone Can Do!

Want to get more from your people, but you don't... Read More

How To Learn Great Management from Our Kids

Learning comes from many places. And one of the most... Read More

Million Dollar Support System For You and For Your Business

Whether you are a consultant, coach, business owner, doctor, professional,... Read More

Creativity and Innovation Management ? Motivation and Management Layers

Creativity can be defined as problem identification and idea generation... Read More

Business Innovation ? Core Competency and Competitive Advantage

Creativity can be defined as problem identification and idea generation... Read More

Weaknesses of Wishing

When you're starting a business, you might wish for a... Read More

Time Management Tips for Managers

Late last year I was presenting a workshop for the... Read More

How to Make the Best of it - Take Your Weather with You

I once worked in a place where there were three... Read More

Credibility - A Golden Key to Becoming More Influential

You have been named a new leader in your organization,... Read More

How Businesses Can Stop Wallowing in Bad Debt and Prevent It in the Future

"Become the Squeaky Wheel", a new book just published, explains... Read More

Medical Collection. How Organized is Your Office?

At one time or another, all of us have experienced... Read More