client success stories
A holistic approach to internal communications: delivering the right information to the right employees at the right time
3 min read
Travel and Hospitality
Internal communication strategy and integrated research design
With more than 20,000 employees spread across over 200 offices worldwide, one of the world’s largest Fortune 500 travel companies was having problems with their internal communications. Having amassed multiple acquisitions, they were operating in siloed and fragmented divisions that did little for creating and maintaining an open culture. They needed to reimagine their whole approach to organizational communication, making it effective and accessible for all employees across the board.
Of course, that’s easier said than done. With a multitude of different communication channels in an ‘always on’ world, our client’s employees were overwhelmed (and disengaged) by the organization’s internal communication systems. The development of a flexible, cross-channel, internal communication strategy, which accounted for multiple types of devices, platforms and contexts made a crucial contribution to their success.
Luxoft’s design and innovation arm, Smashing Ideas, aimed to discover how the client could optimize their organizational communication systems and incorporate the needs of a modern workforce.
Our client’s internal communications ecosystem is focused on delivering pertinent information to general employee audiences. However, transforming a company’s culture - the beliefs, values and behaviors of employees - is never easy. But basing their internal communication tactics on a shared understanding of values, employee insights and metrics did the trick for Smashing Ideas.
Smashing drew upon employee focus groups, stakeholder interviews and market research to develop distinct employee archetypes, each with their own unique needs, pains and goals. This led to the formulation of the “Future State of Internal Communications Plan,” a strategic roadmap, best practices for each communication channel and recommendations on when to use each channel (based on intent).
With the right flexible tools, methods and processes, Smashing Ideas laid the groundwork for our client’s in-house team and executives to establish an employee-centric mindset, building a scalable, connected environment and improving internal communication.
Companies that invest in internal communication are realizing the long-term business value of prioritizing the employee experience. Companies with highly effective organizational communication strategies are likely to outperform their industry peers by a factor of 3.5.
As a result of this project, our client gained the following benefits:
