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Best Practices, LLC conducted research to uncover current trends in how leading companies structure their internal communication groups to focus on the entire corporation or support their specific business units with respect to staffing and investment levels. Also, this study presents different organizational models and provides trends and insights around structure and resources that communications leaders can use to compare their current structure and resources with that of leading companies.
Study Snapshot Participants in this benchmarking research included 30 Communications executives and managers at 26 leading companies from bio-pharmaceutical, healthcare and other industry segments. Field interviews and study analysis produced many observations and benchmark findings. Key study insights reflect opportunities across the Internal Communications Function. In terms of effectiveness, many organizations have turned to providing differentiated services in conjunction with customer and/or issue-oriented specialists to support growth and profitability.
Sample Key Findings Differentiated Services Hold Great Value During Times of Resource Reductions: For Internal Communications, continue to employ differentiated services in conjunction with customer-issue specialists and clearly defined prioritization rules. Across industries, Communications leaders observe the most effective approach for serving internal customers is to assign staff 100 percent to either customers and/or an issue/topic. Continue to do this with differentiated service among stakeholders. Standardize prioritization rules to inform and guide differentiation. Economics, issue impact, issue urgency, and impact on company strategy/reputation are cornerstones of prioritization systems.
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