1 00:00:08,750 --> 00:00:13,050 Ortho Tennessee is an orthopaedic surgery practice. 2 00:00:13,050 --> 00:00:17,770 We specialise in injuries and problems in the muscu-skeletal system. 3 00:00:17,770 --> 00:00:24,200 My name is Karen Clark, Chief Information Officer, for Ortho Tennessee, here in Knoxville Tennessee. 4 00:00:24,200 --> 00:00:28,720 We have about 700 employees in 11 locations. 5 00:00:28,720 --> 00:00:32,270 The driving force behind our decision to improve our internal communication 6 00:00:32,270 --> 00:00:35,470 is to become what’s called a top workplace. 7 00:00:35,470 --> 00:00:40,000 We did a survey associated with becoming a top workplace with employees and found the 8 00:00:40,000 --> 00:00:46,180 number one comment we received was that our employees wanted better more frequent communications from us 9 00:00:46,180 --> 00:00:51,430 Like any company, effective internal communication is vitally important to the company health 10 00:00:51,430 --> 00:00:54,060 and to let employees know what is going on. 11 00:00:54,060 --> 00:01:00,920 OT faces a special challenge in that our employees are widely dispersed and many of our employees 12 00:01:00,920 --> 00:01:05,160 work in a clinical setting, so they are not in front of a computer all day long. 13 00:01:05,160 --> 00:01:10,060 Many of the older communications platforms were email based or if you can believe it, 14 00:01:10,060 --> 00:01:11,060 even paper-based. 15 00:01:11,300 --> 00:01:14,880 If you are in the middle of working with a patient you don’t have time to read the company 16 00:01:14,900 --> 00:01:17,200 newsletter but you may have time later. 17 00:01:17,200 --> 00:01:22,220 And we found that the SnapComms platform allowed our employees to consume this information 18 00:01:22,220 --> 00:01:24,580 at a time and place convenient that was for them. 19 00:01:24,580 --> 00:01:31,620 My name is Lauren Hodge, I am the administrative and & HR co-ordinator here at OT. 20 00:01:31,620 --> 00:01:38,720 My primary role with SnapComms is to administer, create and publish the monthly newsletter 21 00:01:38,900 --> 00:01:40,480 It’s called the TaleBone. 22 00:01:40,740 --> 00:01:47,080 We originally distributed our employee newsletter via paper, but we really decided to get out the business 23 00:01:47,080 --> 00:01:51,440 of printing paper newsletters and distributing to 11 locations. 24 00:01:51,440 --> 00:01:55,700 So our next step was to try email, but the problem with email, 25 00:01:55,720 --> 00:02:00,060 is that we all get 100s of email messages a day, and the unread ones quickly 26 00:02:00,060 --> 00:02:04,619 scroll to the bottom of the list, and off the screen, and they never get seen. 27 00:02:04,619 --> 00:02:10,869 When we distributed our newsletter via email, we literally had dozens and dozens of employees saying 28 00:02:10,869 --> 00:02:16,280 they never got it, they never saw it, where was it, and it just got lost in the sauce. 29 00:02:16,280 --> 00:02:22,870 We distribute and publish within the SnapComms system, through a pop up to each employee 30 00:02:22,870 --> 00:02:27,720 computer, so we find that using SnapComms to distribute gets it out of that signal 31 00:02:27,720 --> 00:02:31,800 to noise ratio problem that really anyone has with email. 32 00:02:31,820 --> 00:02:36,450 Here at OT we are very much a data driven organization. 33 00:02:36,460 --> 00:02:41,980 And so when we put in any solution, we very carefully monitor it's performance. 34 00:02:41,980 --> 00:02:48,450 Before we really had no way of tracking who and how and when was reading the newsletter 35 00:02:48,450 --> 00:02:49,760 each month. 36 00:02:49,760 --> 00:02:53,590 One of the things we like best about SnapComms is the dashboard. 37 00:02:53,590 --> 00:03:02,170 We can access a success report that details who has received the newsletter, who’s opened 38 00:03:02,170 --> 00:03:03,440 it, who’s read it. 39 00:03:03,440 --> 00:03:06,970 That helps us to tailor the next message to be more effect. 40 00:03:06,970 --> 00:03:09,990 We can see if our changes have helped or not. 41 00:03:09,990 --> 00:03:16,220 Throughout the process we have had a better response to those employees who read the newsletter 42 00:03:16,220 --> 00:03:21,890 and then get excited about it, and want us to add new things each month. 43 00:03:21,920 --> 00:03:29,290 Whether that’s personal information, personal employee announcements, celebrations, that 44 00:03:29,300 --> 00:03:37,120 have information across the board grows our company culture and makes it more personable 45 00:03:37,120 --> 00:03:38,720 having that communication factor. 46 00:03:38,720 --> 00:03:43,900 We’ve all been given information when we were busy and thinking about something else. 47 00:03:44,040 --> 00:03:48,740 So allowing people to consume this at a time that’s appropriate for them has been a huge help. 48 00:03:49,040 --> 00:03:57,160 The communication method, the newsletter, the screensaver, a ticker, is so intuitive and so in tune with 49 00:03:57,240 --> 00:04:02,560 the way they’re getting information in other areas of their life, that it just seemed very natural 50 00:04:02,560 --> 00:04:03,560 to them. 51 00:04:03,569 --> 00:04:04,760 It didn’t seem like a big change. 52 00:04:04,760 --> 00:04:06,000 Which was really terrific. 53 00:04:06,000 --> 00:04:12,020 It makes the whole experience a little bit more exciting because it's that pop up experience 54 00:04:12,020 --> 00:04:18,190 instead of just a regular email that could get lost with the other daily emails, so it’s 55 00:04:18,190 --> 00:04:23,340 a different experience, and I think it provides a little diversity in communication. 56 00:04:23,340 --> 00:04:27,620 I think one of the most interesting things that was surprising to me was our ability 57 00:04:27,620 --> 00:04:30,920 to use screensaver for messaging. 58 00:04:30,920 --> 00:04:35,190 Most people think of screensavers as a picture of mountains, or something pretty, but we’ve 59 00:04:35,190 --> 00:04:41,350 been able to use to it to push out messaging about our dragon boat charity event, or when 60 00:04:41,350 --> 00:04:47,210 password change time coming around, we're able to change it so easy and frequently, and it’s 61 00:04:47,210 --> 00:04:52,340 just another way to reinforce the same message, so the employees get the same message in multiple 62 00:04:52,340 --> 00:04:53,740 different channels. 63 00:04:53,740 --> 00:05:00,699 The biggest difference that we have now with SnapComms in having a robust and multichannel 64 00:05:00,699 --> 00:05:05,230 way to communicate with our employees, is that before whenever we would do a company 65 00:05:05,230 --> 00:05:10,669 project, a charity event, a meeting, really anything, part of that conversation was always 66 00:05:10,669 --> 00:05:16,440 how do we communicate this out to 700 people on different schedules, in 11 locations. 67 00:05:16,440 --> 00:05:20,630 Now SnapComms has solved that problem because we know we can push out that information in 68 00:05:20,630 --> 00:05:21,880 multiple ways. 69 00:05:21,880 --> 00:05:23,810 We have something important to communicate. 70 00:05:23,810 --> 00:05:27,440 We can be sure people get it and understand it. 71 00:05:27,440 --> 00:05:30,160 And now that we see a lot more people responding, we know they’re 72 00:05:30,160 --> 00:05:31,000 really reading what we’re putting out.