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How can you ensure stakeholders are aware of facility management's impact on your organization's reputation?

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Facility management (FM) is not just about maintaining and operating buildings and assets. It also plays a vital role in enhancing your organization's reputation, image, and value. How can you ensure that your stakeholders, such as customers, employees, investors, and regulators, are aware of the positive impact of FM on your organization's performance and sustainability? Here are some tips to help you communicate and engage with your stakeholders effectively.

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1 Define your FM goals and metrics

Before you can communicate your FM achievements, you need to define what you want to achieve and how you measure it. Your FM goals should align with your organization's vision, mission, and values, as well as the expectations and needs of your stakeholders. Your FM metrics should be SMART: specific, measurable, achievable, relevant, and time-bound. They should also reflect the key aspects of FM, such as quality, efficiency, safety, compliance, innovation, and customer satisfaction.

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2 Identify your stakeholder groups and their interests

Not all stakeholders have the same level of interest and influence on your FM activities. You need to identify who your key stakeholder groups are and what their interests, concerns, and preferences are. For example, your customers may care more about the functionality and aesthetics of your facilities, while your employees may care more about the comfort and well-being of the work environment. You can use tools such as stakeholder mapping and analysis to prioritize and segment your stakeholder groups based on their power, urgency, and legitimacy.

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3 Choose the right communication channels and methods

Once you know who your stakeholders are and what they care about, you need to choose the most appropriate communication channels and methods to reach them. Depending on your stakeholder group, you may use different communication modes, such as formal or informal, verbal or written, one-way or two-way, and online or offline. You also need to consider the frequency, timing, and tone of your communication. For example, you may use newsletters, reports, presentations, surveys, feedback forms, social media, websites, or events to communicate your FM achievements and challenges.

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4 Highlight the benefits and value of FM

When you communicate with your stakeholders, you need to highlight the benefits and value of FM for your organization and for them. You need to show how FM contributes to your organization's strategic objectives, such as increasing productivity, reducing costs, improving quality, enhancing customer loyalty, or mitigating risks. You also need to show how FM supports your organization's social and environmental responsibility, such as reducing energy consumption, minimizing waste, or promoting diversity and inclusion. You need to use clear, concise, and compelling language and stories to convey your FM impact.

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5 Solicit feedback and input from stakeholders

Communication is not a one-way street. You also need to solicit feedback and input from your stakeholders to understand their perceptions, expectations, and satisfaction with your FM performance. You need to listen to their opinions, suggestions, and complaints and respond to them promptly and respectfully. You also need to involve them in your FM decision-making and planning processes, where appropriate, to gain their trust and support. You need to use tools such as surveys, interviews, focus groups, or workshops to collect and analyze stakeholder feedback and input.

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6 Monitor and evaluate your FM communication and engagement

Finally, you need to monitor and evaluate your FM communication and engagement activities to assess their effectiveness and outcomes. You need to track and measure the indicators and outcomes of your communication and engagement, such as reach, awareness, understanding, attitude, behavior, or action. You also need to review and improve your communication and engagement strategies and tactics based on the feedback and input from your stakeholders and the changing needs and circumstances of your organization. You need to use tools such as dashboards, reports, or audits to monitor and evaluate your FM communication and engagement.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you ensure stakeholders are aware of facility management's impact on your organization's reputation?

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1 Define your FM goals and metrics

2 Identify your stakeholder groups and their interests

3 Choose the right communication channels and methods

4 Highlight the benefits and value of FM

5 Solicit feedback and input from stakeholders

6 Monitor and evaluate your FM communication and engagement

7 Here’s what else to consider

Facility Management (FM)

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How can you ensure stakeholders are aware of facility management's impact on your organization's reputation?

1

2

3

4

5

6

7

1 Define your FM goals and metrics

2 Identify your stakeholder groups and their interests

3 Choose the right communication channels and methods

4 Highlight the benefits and value of FM

5 Solicit feedback and input from stakeholders

6 Monitor and evaluate your FM communication and engagement

7 Here’s what else to consider

Facility Management (FM)

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