{"id":5180,"date":"2021-08-25T10:02:02","date_gmt":"2021-08-25T10:02:02","guid":{"rendered":"https:\/\/beedigital.marketing\/?p=5180"},"modified":"2022-09-09T15:29:32","modified_gmt":"2022-09-09T15:29:32","slug":"what-are-good-communications-and-what-should-your-strategy-include","status":"publish","type":"post","link":"http:\/\/beedigital.marketing\/what-are-good-communications-and-what-should-your-strategy-include\/","title":{"rendered":"What are good communications (and what should your strategy include)?"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"5180\" class=\"elementor elementor-5180\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-7f654635 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"7f654635\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-6f496a24\" data-id=\"6f496a24\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-5604b266 elementor-widget elementor-widget-text-editor\" data-id=\"5604b266\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.23.0 - 05-08-2024 *\/\n.elementor-widget-text-editor.elementor-drop-cap-view-stacked .elementor-drop-cap{background-color:#69727d;color:#fff}.elementor-widget-text-editor.elementor-drop-cap-view-framed .elementor-drop-cap{color:#69727d;border:3px solid;background-color:transparent}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap{margin-top:8px}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap-letter{width:1em;height:1em}.elementor-widget-text-editor .elementor-drop-cap{float:left;text-align:center;line-height:1;font-size:50px}.elementor-widget-text-editor .elementor-drop-cap-letter{display:inline-block}<\/style>\t\t\t\t<p><strong>When I took up a senior management position in a local authority, an irate headteacher phoned me on my second day.<\/strong><\/p><p>She had had her laptop taken away for repairs two weeks ago, and had heard nothing since.<\/p><p>I told her I\u2019d look into it and had the following conversation with the tech support team:<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5114ef2 elementor-blockquote--skin-border elementor-blockquote--button-color-official elementor-widget elementor-widget-blockquote\" data-id=\"5114ef2\" data-element_type=\"widget\" data-widget_type=\"blockquote.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor-pro - 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.elementor-blockquote__tweet-button,.elementor-blockquote--button-skin-classic.elementor-blockquote--button-view-icon .elementor-blockquote__tweet-button{padding:0;width:2em;height:2em}.elementor-blockquote--button-skin-bubble.elementor-blockquote--button-view-icon .elementor-blockquote__tweet-button i,.elementor-blockquote--button-skin-classic.elementor-blockquote--button-view-icon .elementor-blockquote__tweet-button i{position:absolute;left:50%;top:50%;-webkit-transform:translate(-50%,-50%);-ms-transform:translate(-50%,-50%);transform:translate(-50%,-50%)}.elementor-blockquote--button-skin-bubble .elementor-blockquote__tweet-button:before{content:\"\";border:.5em solid transparent;border-right-color:#1da1f2;position:absolute;left:-.8em;top:50%;-webkit-transform:translateY(-50%) scaleY(.65);-ms-transform:translateY(-50%) scaleY(.65);transform:translateY(-50%) scaleY(.65);-webkit-transition:.3s;-o-transition:.3s;transition:.3s}.elementor-blockquote--button-skin-bubble.elementor-blockquote--align-left .elementor-blockquote__tweet-button:before{right:auto;left:-.8em;border-right-color:#1da1f2;border-left-color:transparent}.elementor-blockquote--button-skin-bubble.elementor-blockquote--align-left .elementor-blockquote__tweet-button:hover:before{border-right-color:#0967a0}.elementor-blockquote--button-skin-bubble.elementor-blockquote--align-right .elementor-blockquote__tweet-button:before{left:auto;right:-.8em;border-right-color:transparent;border-left-color:#1da1f2}.elementor-blockquote--button-skin-bubble.elementor-blockquote--align-right .elementor-blockquote__tweet-button:hover:before{border-left-color:#0967a0}.elementor-blockquote--skin-boxed .elementor-blockquote{background-color:#e6e9ec;padding:30px}.elementor-blockquote--skin-border .elementor-blockquote{border-color:#e6e9ec;border-left:7px #e6e9ec;border-style:solid;padding-left:20px}.elementor-blockquote--skin-quotation .elementor-blockquote:before{content:\"\u201c\";font-size:100px;color:#e6e9ec;font-family:Times New Roman,Times,serif;font-weight:900;line-height:1;display:block;height:.6em}.elementor-blockquote--skin-quotation .elementor-blockquote__content{margin-top:15px}.elementor-blockquote--align-left .elementor-blockquote__content{text-align:left}.elementor-blockquote--align-left .elementor-blockquote footer{-webkit-box-orient:horizontal;-webkit-box-direction:normal;-ms-flex-direction:row;flex-direction:row}.elementor-blockquote--align-right .elementor-blockquote__content{text-align:right}.elementor-blockquote--align-right .elementor-blockquote footer{-webkit-box-orient:horizontal;-webkit-box-direction:reverse;-ms-flex-direction:row-reverse;flex-direction:row-reverse}.elementor-blockquote--align-center .elementor-blockquote{text-align:center}.elementor-blockquote--align-center .elementor-blockquote__author,.elementor-blockquote--align-center .elementor-blockquote footer{display:block}.elementor-blockquote--align-center .elementor-blockquote__tweet-button{margin-right:auto;margin-left:auto}<\/style>\t\t<blockquote class=\"elementor-blockquote\">\n\t\t\t<p class=\"elementor-blockquote__content\">\n\t\t\t\tMe: \u201cWhy hasn\u2019t anyone been in touch with X to say what\u2019s happening with her laptop.\u201d<br><br>\n\nTech support: \u201cWe had to send it away. Now we\u2019re waiting for it to be returned.\u201d<br><br>\n\nMe: \u201cHave you told her that?\u201d<br><br>\n\nTech support: \u201cBut the laptop hasn\u2019t been returned yet, so there\u2019s nothing to tell!\u201d<br><br>\n\nMe: \u201cThe fact that nothing appears to have changed is an event in itself. You need to chase up the repair company, and then tell X what you\u2019ve found out and that you\u2019ll call her again tomorrow.\u201d<br><br>\t\t\t<\/p>\n\t\t\t\t\t<\/blockquote>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-2b1e3a5 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"2b1e3a5\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-ac6f996\" data-id=\"ac6f996\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-cecd3c9 elementor-widget elementor-widget-text-editor\" data-id=\"cecd3c9\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><b>News travels fast.<\/b><\/p><p>The following day I was bombarded with phone calls from headteachers asking me to follow up on things that, from their point of view, had been put on the furthest away back burner in existence.<\/p><p>What was missing, at least in that particular section, was a customer service mentality, and a lack of attention to the importance of keeping people informed.<\/p><p>No reasonable person could get annoyed about waiting a couple of weeks for a repair, especially if parts had be ordered in specially.<\/p><p>What they\u00a0<b>would<\/b>\u00a0find frustrating is not knowing whether their laptop really was being repaired, or whether it was still an item on somebody\u2019s to-do list.<\/p><h2>So what\u00a0<b>are<\/b>\u00a0good communications?<\/h2><p>I think an organisation\u2019s communications strategy should comprise at least the following:<\/p><p><span style=\"color: var( --e-global-color-text ); font-family: var( --e-global-typography-text-font-family ), Sans-serif; font-size: var( --e-global-typography-text-font-size );\"><b>An easy way of finding contact details<\/b><\/span><\/p><p><span style=\"color: var( --e-global-color-text ); font-family: var( --e-global-typography-text-font-family ), Sans-serif; font-size: var( --e-global-typography-text-font-size ); font-weight: var( --e-global-typography-text-font-weight );\">There are some companies that seem to go out of their way to make that impossible.<\/span><\/p><p><span style=\"color: var( --e-global-color-text ); font-family: var( --e-global-typography-text-font-family ), Sans-serif; font-size: var( --e-global-typography-text-font-size ); font-weight: var( --e-global-typography-text-font-weight );\">You can usually find out how to speak to someone by conducting a search in Google, but it doesn\u2019t inspire much confidence: my inner voice always says \u201c<i>Why are trying to hide this information?<\/i>\u201d<\/span><\/p><p><span style=\"color: var( --e-global-color-text ); font-family: var( --e-global-typography-text-font-family ), Sans-serif; font-size: var( --e-global-typography-text-font-size );\"><b>A response within a short period of time<\/b><\/span><\/p><p><span style=\"color: var( --e-global-color-text ); font-family: var( --e-global-typography-text-font-family ), Sans-serif; font-size: var( --e-global-typography-text-font-size ); font-weight: var( --e-global-typography-text-font-weight );\">For example, the phone should be answered within, say, five rings; an email should be answered within one working day.<\/span><\/p><p><span style=\"color: var( --e-global-color-text ); font-family: var( --e-global-typography-text-font-family ), Sans-serif; font-size: var( --e-global-typography-text-font-size ); font-weight: var( --e-global-typography-text-font-weight );\">Now, it\u2019s easy to cheat in these respects, by using an automated answering machine and an email autoresponder respectively.<\/span><\/p><p><span style=\"color: var( --e-global-color-text ); font-family: var( --e-global-typography-text-font-family ), Sans-serif; font-size: var( --e-global-typography-text-font-size ); font-weight: var( --e-global-typography-text-font-weight );\">Therefore, the word \u201canswer\u201d should be interpreted as a <i>proper answer<\/i> \u2013 unless, of course, your automated systems can answer most issues themselves.<\/span><\/p><p><span style=\"color: var( --e-global-color-text ); font-family: var( --e-global-typography-text-font-family ), Sans-serif; font-size: var( --e-global-typography-text-font-size );\"><b>A respect for people\u2019s time<\/b><\/span><\/p><p><span style=\"color: var( --e-global-color-text ); font-family: var( --e-global-typography-text-font-family ), Sans-serif; font-size: var( --e-global-typography-text-font-size ); font-weight: var( --e-global-typography-text-font-weight );\">Especially teachers, who usually don\u2019t have hours to spend battling through long telephone menu systems or listening to music or, even worse, dozens of advertisements while being held in a queue.<\/span><\/p><p><span style=\"color: var( --e-global-color-text ); font-family: var( --e-global-typography-text-font-family ), Sans-serif; font-size: var( --e-global-typography-text-font-size );\"><b>Clear, jargon-free, emails and letters<\/b><\/span><\/p><p><span style=\"color: var( --e-global-color-text ); font-family: var( --e-global-typography-text-font-family ), Sans-serif; font-size: var( --e-global-typography-text-font-size ); font-weight: var( --e-global-typography-text-font-weight );\">There&#8217;s no reason to over complicate things. Speak plainly, and edit with a knife.<\/span><\/p><p>Once the appropriate response times have been decided, they should be incorporated into the staff handbook, staff induction pack, or whatever similar documents are used in your organisation.<\/p><p>They need to be honoured and become part of the organisation\u2019s DNA.<\/p><h2>Good communications are marketing too<\/h2><p>Think about it: if a company is rubbish at responding to people <b>before\u00a0<\/b>they\u2019ve bought anything, what will they be like afterwards?<\/p><p>And if existing customers are treated shoddily, will they be likely to recommend your company to others, or to renew their contract or service plan if they can find a more communicative rival?<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Does your marketing strategy focus on these 4 points? Find out what good communication looks like to your customers&#8230;<\/p>\n","protected":false},"author":27,"featured_media":7143,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[155],"tags":[167,404,113,17,26,56,20,59,62,47,65,68,71,29],"class_list":["post-5180","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-marketing-to-schools-strategies","tag-communications","tag-communications-strategy","tag-customer-service","tag-edtech","tag-education","tag-learning","tag-marketing","tag-marketing-strategy","tag-marketing-trends","tag-product","tag-sales","tag-schools","tag-strategy","tag-technology"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>What are good communications (and what should your strategy include)? - Bee Digital<\/title>\n<meta name=\"description\" content=\"Does your marketing strategy focus on these 4 points? 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