Who do I tell?		When do I tell them?			What communication method do I use?
			How do I ensure the message was received?		How do I gauge whether the message was understood?			Communications check list

Section 4 — Communication Planning Quick Guide
As a communicator, you have an accountability to ensure that your audience understands what the information means for them and provide methods for feedback. You are also responsible for the methods of communication, so that the message is delivered accurately and appropriately, with sensitivity and respect.

When you have an announcement or other information to share, think through the questions below to best prepare and deliver the message, then use the planning tool to lay out all the key components. For sample emails and memos, see chapter five for these and other useful resources.

Who do I tell?
In any communication, as appropriate, always tell

1. most affected employees first. Then, as appropriate expand the communication to include:
2. other affected groups,
3. groups that work closely with affected employees,
4. all Ovations employees,
5. all UnitedHealth Group employees.

Group 1, which includes the Ovations CEO, COO and their direct reports;
Group 2, vice presidents and directors not in Group 1;
Group 3, all managers and supervisors, and
Group 4, all other employees.

When do I tell them?
Employees should receive information with enough time to process that information, ask questions and receive answers. Especially when an announcement involves employment or job issues, employees should hear the message from Ovations before they hear it in the media or through other, less direct communication channels. When cascading information through the organization, label your message with the appropriate timing for distribution. Information should be labeled at one of three levels:

1. Urgent – cascade to all identified groups within 24 hours
2. Important – cascade to all identified groups within 3 business days
3. Informational – cascade to all identified groups within 2 weeks or at the next regular communication point

What communication method do I use?
The method should match the complexity and sensitivity of the message.

For example, news about a product enhancement or marketing initiative could be delivered initially through a broadband communication (email, voicemail, newsletter) and followed up with a staff meeting discussion.

Conversely, a substantial operational change or new business strategy should first be communicated personally to affected employees (either one-on-one or in small groups) and followed up with print or other supporting materials.

How do I ensure the message was received?
Ovations has approximately 4,000 employees. Nearly one-fourth of these employees do not have email or intranet access, so you must have a plan to reach that group via fax, voice mail or interoffice mailings. Front line managers should be asked to follow up with their employees after an announcement, to ensure the information was received.

Also, be sure your plan takes into account employees who may not receive an announcement because of special circumstances (telecommuters, leaves of absence, vacation, new employees not yet on email or voice mail, etc.).

How do I gauge whether the message was understood?
Ask! Poll managers and supervisors, send an email or voicemail message to employees soliciting their comments, schedule meetings that allow for group discussion, and track the results of employee surveys. Proactively asking employees for their questions and feedback enhances your credibility as a communicator and demonstrates that Ovations “walks the talk” of meaningful employee communication.

Communications Check List
This easy-to-use checklist is designed to help you coordinate and cascade your communication, create the key messages, use the most appropriate communication methods and measure whether your messages were received and understood by your targeted audiences. Use it to lay out the core components of your communication plan and ensure you all have your bases covered.

Communications Check List