Useful technology — Internal communication methods

Within the utility

There are at least four electronic tools which can improve internal communications.

Instant Messaging (IM)

While many use this form of instant communication on the Internet there aren’t many small to medium sized companies that take advantage of an enterprise IM platform. This real-time message system can be useful

• in reducing phone tag because employees can tell who is available for one-on-one discussion or a group conference
• for emergency notification
• for getting quick response from a co-worker while on the phone with a customer

Blogs

Something like a journal these are often just a stream of thoughts. There are products available that allow responses by others. Blogs (short for weblogs) can effectively be used as an informal means of explaining the rationale behind a decision, thoughts about recent events or news reports.

Discussion boards

This tool is most often used in a question and answer format where one user posts a problem and others offer solutions. Usually more people monitor the information traded on discussion boards than those who actually participate so learning is shared. It’s also a place where new ideas can be tried out to get a quick read or suggestions for improvement.

Wikis

A wiki is a website where anyone can add or edit information. Users can start new pages, comment on existing articles and make changes fast and in a very user-friendly environment. Beneficial uses in a utility could be for brainstorming and tracking projects, coordinating marketing efforts, writing contracts, correcting meeting minutes and much more.

Advantages

• Managing and responding to email has become almost more time-consuming than shuffling paper “in baskets.”
• Transferring files between employees can be done with IM saving storage space on the e-mail system.
• Neither voicemail nor email allows an instant response. Real-time discussions through instant messaging and collaboration through a Wiki bring impressive possibilities.

Given the pros and cons of modern communication technologies, experienced advisors can make the difference between a smooth process and one that causes unexpected problems. We can help. Let us know what challenges you're facing when communicating with your customers. We look forward to hearing from you.