A company had initiated a quality improvement program that relied on frequent communication with employees in all of its plants. However, the corporate communicators didn’t have enough resources to provide the operational communications support needed. They recruited employees at each site who volunteered, with the approval of their supervisors, to spend about 20% of their time in communication support activities that ranged from keeping bulletin boards updated to editing newsletters to conducting employee meetings. We developed a joint training program with the corporate staff. They provided training on how to do the communication; we provided training on how to make sure the communications were effectively helping improve the company’s quality measures.
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