Internal Communications Guide

Internal
Communications Team Guide

A Road Map for the Internal Communications Team



Tools and Templates for the
Internal Communications Team

Communications at Change Healthcare

• Change Healthcare Vision and Values
• Internal Communication Roadmap
• Communication Channel Guide
• Video Tips [Insert Link]
• Air Table Guide
• Change Healthcare Templates
• Internal Communications Guide

Communication Tools and Best Practices

Key Communication Levers

Inspire through Empower Give thanks and Share
storytelling leaders recognition good work

Tools and Templates for the Internal Communications Team 4

Communication Plan Template Key Considerations and Challenges
Use this section to help facilitate the conversation What are communications challenge(s) you are
with your internal clients as you begin to develop faced with? When thinking about your challenges, be
your communication plan. sure to consider them from a business perspective
(e.g., achieving business goals), a people perspective
Communication Plan Discussion (e.g., ensuring employees are engaged) as well
At the beginning of any communication planning as a communication perspective (e.g. reaching
session, review the Stakeholder Analysis [insert link] employees without a desktop computer).
with the business/functional team. The team should
complete the Stakeholder Analysis prior to meeting
with you.
Be sure to go over these background questions.:

• What are you hoping to accomplish with this
communication effort?

• What larger business objective does this project
help to achieve?

• Can you help me understand the background
behind this request?

• Is there anything else going on in the business/
function-project that may affect the project
outcome or team member engagement?

• Do team members need to adjust the way they
work and/or their behaviors to adapt to internal
or external changes?

• What challenges or opportunities are team
members faced with?

Tools and Templates for the Internal Communications Team 5

Measuring Results

Surveys help you measure the success of your Survey Best Practices
communications. • Communicate estimated time to complete survey
in your email and/or introduction.
• Creating a Survey • Determine and communicate your deadline.
• Sample Survey • Wherever possible, make the answers multiple
choice or scale so you can analyze the replies
What is the purpose of the survey? percentage scale.
• What do you hope will occur in response to • Do not require a response for all questions, just
the survey? the ones you really need data from.
• What action do you want team members • The “right” number of questions for a survey
to take? depends on the survey, the survey audience,
• What business goal will the targeted and your resources for acting on the information
response support? received.

What strategies can be embedded in your Let respondents know how the survey results may be
communications to help you measure their impact? used to drive change. Be sure to communicate the
survey results.
• Can you embed key phrases or hashtags that
can be tracked when team members share or
comment on this topic?

How will you measure progress and outcomes
associated with your communications?

• Will you be targeting qualitative outcomes such
as raising awareness of key business objectives?

• Can you measure a reduction of undesirable
incidents (e.g., employee complaints) as a means
of improvement?

When will you collect data to assess your
campaign’s impact?

• Should your campaign be delivering results in
the short- or long-term? This will be a key driver
of how soon and how frequently you should
be collecting data and possibly revising your
communication strategy.

Tools and Templates for the Internal Communications Team 6

Communicating Mergers and Acquisitions (M&As)

Mergers, acquisitions and divestitures are managed The following templates are strictly confidential.
by the Change Healthcare PMO team. The Internal Please do not share outside of the M&A or Divestiture
Communications team develops and implements a project team and Internal Communications team
communications strategy based on the terms of a leadership (as appropriate).
deal as it is initiated and finalized.
• M&A Communication Plan Template

Crisis Communication The plan includes an emergency response system,
a process for determining audience and approvals,
The Crisis Communication Plan is a structured as well as templates for creating quick and
process that facilitates effective crisis management consistent messages.
and includes a team member focus, message
management, and business intermediaries. It • Crisis Communication Template [insert link]
also has steps in place to gather input from key
stakeholders from across the business to ensure all
messaging is consistent and easy-to-understand.

Partnering for Success corporations, including several in the healthcare
industry. With an enterprise-level agreement in
The Partnering for Success (P4S) initiative is a place, Wipro gives us greater economies of scale,
comprehensive review of our business processes and the ability to leverage their proven processes to
to determine how to best serve our customers and help scale and grow our business quickly.
position ourselves for long-term success. As part
of the initiative, Change Healthcare is partnering • P4S Playbook [insert link]
with Wipro, a global technology and consulting firm
that serves some of the world’s most prestigious

About Change Healthcare
Change Healthcare is inspiring a better healthcare system. Working alongside our
customers and partners, we leverage our software and analytics, network solutions
and technology-enabled services to help them improve efficiency, reduce costs,
increase cash flow, and more effectively manage complex workflows. Together, we are
accelerating the journey toward improved lives and healthier communities.

© 2019 Change Healthcare LLC and/or one of its subsidiaries. All Rights Reserved.

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