Frank’s 7 and 1 Formula for Internal Communication

There were times when customers were said to be an organization’s most important stakeholders. For obvious reasons, profits. However, today, this sales approach is no longer fashionable. Even as companies remain customer-centric, the most important stakeholder now is the employees.

And that is the big challenge. Keeping customers satisfied is an achievable goal, and most intentional businesses do this exceptionally well. Keeping employees engaged and winning their undivided loyalty, on the other hand, is no walk in the park.

Research indicates that companies with some of the highest employee engagement rates achieve nothing more than 25% at any one given time. Every time you send out a message, some employees will receive it eagerly, take it, and go on to implement the calls to action – this is only 5%. In the bible, they are likened to seeds planted on fertile soil.

Of the 20% one group will listen to the message attentively, and promise to act on it, but forget the moment they leave the room. Some will listen but quickly get distracted and move on to other things.

A whole 75% however is unlikely not to be reached with the message when it is first released. These are the ones when you call for a staff meeting, or employee sporting activity will not show up, but you have their names religiously appearing on your payroll.

Let us get one thing clear, the fact that an employee may not be highly engaged does not mean that they are not working, far from it. But when employees are engaged, you get more from them, and it is reflected in the company’s earnings.

So, how do you get employees engaged? From my experience in internal communication over the years, I came up with a simple principle, I call it “Frank’s 7x1 and 1x7 Formula.”

Simply put, to achieve optimal message retention and action start by packing seven big messages in one piece of communication. This could be a speech, video or audio recording, or even a meeting with employees.

Having seven messages in one piece of communication keeps it focused yet not too long as to lose your audiences. It also shows that you researched your message and know what you are talking about.

Now here is the kicker, the moment you are done with your seventh point, it is very unlikely that even the top 5% will remember what your first point was. This explains why when a good teacher asks the class to repeat the key points of a lesson, only a handful will raise their hands.

Do not blame them. They have forgotten, and that is simply human nature – you do not fight with nature lest it fights back, a fight you will not win. This brings us to the second part of Frank’s 7x1 and 1x7 Formula.

To ensure optimal message retention, the best internal communicators will repeat the same message over and over again until it is home. My formula proposes seven different platforms.

This is how it works, from your initial message of seven key points, pick one point at a time and have it shared with the same target audience through different platforms. Each platform has different formats and content needs which all communication experts know how to exploit. Let us look at some of the best tools for internal communication.

Email

Emails have become one of the most used forms of communication in the workplace today. However, are you using it correctly? First, always ensure that you use concise subject lines for clarity and try to make your emails engaging and informative. Do not be one of those leaders who send dry, listless emails. When you can include visuals go right ahead.

Company Newsletters

Everywhere I have worked, I made sure we ran a newsletter, quarterly, monthly, or bi-monthly. At KenGen Kenya , we have the KenGen Weekly, which as the name suggests, is a newsletter published every last day of the workweek. Should you choose to use newsletters, make them visually appealing but also informative. Be careful not to make them too formal.

Staff Meetings and Internal Forums

Another way to drill down your messages is through staff meetings and internal forums like town halls where employees also get to ask questions. Good meetings start before the meeting which entails putting down a clear agenda to focus the discussions. When the meeting is over, be sure to follow up with meeting summaries and action items. You can also create discussion platforms for different topics.

Direct Messaging Systems

With just about all employees owning a mobile phone, you will be either na?ve or out of touch not to be tempted to use text messages to communicate with the team. Today, we have bulk SMS capabilities that can broadcast your messages to all staff at the click of a button.

Company Social Media Groups

Akin to SMS, WhatsApp, and other digital platforms have today taken the workplace by storm. These platforms help foster a sense of team spirit. Such digital platforms can be a good way of sharing updates, achievements, and employee stories.

Digital Signage, Mobile Apps, Intranet, and Extranet

Like social media groups, today we can use digital signage, mobile apps, Intranet, and Extranet for internal communication. Digital signage, for instance, comes in handy when you intend to display important messages in common areas like reception areas, breakout rooms, and even shared offices.

For these to work, you will need to use visuals and concise text that can be read in less than seven seconds for each frame. Rotate content to keep the information fresh.

For the company app try to make it interactive to maximize employee engagement. Do not make it a one-sided top-down address.?

Extranet which is an off-shoot of the intranet now enables employees to keep connected to the internal systems even when offsite.

Employee Handbooks and Manuals

The other tool I have found quite useful over the years is having a good employee handbook. This is a good way of communicating key policies and procedures.

When you choose to do a handbook, use clear language and visuals for better understanding. Also, ensure that you choose the best size that is relevant to your message. Some can be pocket-sized that employees can easily slide into their shirt pockets and read on the go.

Another bonus point to the seven is through recognition platforms, where employees who excel in taking in your messages can be awarded or you can choose to recognize those who best represent your model employees. This is where you share success stories and recognize contributions, which goes to foster a positive and appreciative workplace culture.

There you go. If you were one of those few leaders who still put a premium on customers and forget about employees, I hope this serves as your reminder to focus on what is important - your people - and in turn, they will focus on your customers.

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