2013 aenc from communications audit to strategy mcc

From Communications Audit to Strategy

AENC Marketing & Communications Conference 2013

Presentation by

Ray J. Hornak, APRPrincipal

Roger M. Friedensen, APRPrincipal@RogerFriedensen | @ForgeComm+RogerFriedensen | in/RogerFriedensen

PRESENTATION TO AENC | PAGE 2

Typical reactions to the word “audit”

But why?

The Formal Definition

“A communications audit is a systematic appraisal of all communications between an organization and those on whom its success or failure depends to identify the strengths and weaknesses of current internal and external communications and gather reliable data on how to improve overall effectiveness.”

The Informal Definition

You ask a bunch of questions and hope the answers help you

do your job better.

The Bottom LineAudits answer three basic questions:

What are we doing?How are we doing?

How can we do better?

Grist for a communication strategy that’s more likely to succeed

Why are you doing what you’re doing?

Why would an audit help?

Moving from audit to strategy

We’re here to listen

Go forth and conquer

Thanks!Roger M. Friedensen, APR Ray J. Hornak, APRroger@forgecommunications.com rhornak@forgecommunications.com/in/RogerFriedensen+RogerFriedensen@RogerFriedensen

877.99.FORGEforgecommunications.com

@ForgeComm | +ForgeCommunicationsFB: ForgeCommunications

What Questions Can an Audit Answer?

• What are our current communication goals and objectives?• How well is our current communications plan working?• How clear, consistent and persuasive are our messages? • How well does our visual materials support our messages?• How focused is our messaging?• How much of a difference are we making?• What would happen if we stopped doing what we’re doing?

What Questions Can an Audit Answer?

• What do our “customers” think of our communications?• How much confidence do members have in us?• How well do our communications support the organization’s

overall strategic plan?• Are we taking full advantage of available technology?• What communication opportunities are we missing?• What would make our communications more effective?

One Size Does Not Fit All

• No set scope• No set budget• No set template• No set timeline• No set methodology • No set questions• No set criteria

It must fit you

With that being said…

A Ten-Step Audit Plan

• First, make a decision…• Ensure understanding and gain support because:

– It’s neither simple nor speedy– Extensive time, resources and commitment required

• Be prepared to:– See it through to the end– Embrace the good and the bad– Change

A Ten Step Audit Plan

Step 1: Determine key areas to be audited. • Look at both internal and external communications. • Include everything from your standard identity pieces

(business cards, letterhead, email signatures, logo and signage) to promotional materials, media coverage, website data, social analytics, internal/external stakeholder interactions, etc.

Step 2: Choose your research methods.• Qualitative and quantitative

– One-on-one interviews, focus groups, online or telephone surveys, media analysis, analytics, others

• Pick methods that:– Work best within your organizational structure– Are economically feasible– Can be accomplished with your personnel resources– Can be completed in a timely manner– Can be completed period

Step 3: Collect and evaluate past communications.• Analyze each communications piece – what at worked and

what didn’t – Who were we trying to reach and what were our key messages?– Did we reach our audiences with the right messages?– Did we successfully tell the story?

• Survey a few trusted staff/members: What did they appreciate and why? What didn’t work for them?

• (If a media story) What media coverage did we receive? Was it effective? What media opportunities did we miss?

Step 4: Look outward: Query your “customers.”• Choose neutral researchers • Questions should revolve around:

– What are your impressions of our communications? – What do you think of our graphics, identity pieces, website and other

marketing materials? – Do you have specific suggestions about how could we improve our

communications?– If you were in charge…

Step 5: Look outward: Query your community.• What does the community know and perceive about your

organization? • Take a broader look at the impact of your communications. • Ask questions to reveal public perceptions.

– This can be achieved by hiring a research firm or an objective person to conduct a formal community survey or by informally interviewing community members.

Step 6: Look inward: Query your staff.• What are your reactions to communications during the past

year? What was effective? What could be improved? • Did internal documents serve your needs?

– What future communications could help you function as part of the organization?

• Do all employees have an accurate, consistent “elevator speech” about your organization? Do you speak with one voice?

Step 7: Analyze your media coverage.• Examine the frequency and reach of coverage.

– What is the tone and impact? – Are your key messages being promoted? – Are your audiences being reached? – What media opportunities have you missed?– How is the profession you represent being portrayed

• Use a news monitoring service, e.g., Google News Alerts, to track coverage in tradition and digital outlets.

Step 8: Begin your planning by conducting a SWOT analysis.• Strengths, Weaknesses, Opportunities, Threats.• Be honest and upfront -- This is where it can hurt!• Analyze:

– How can we capitalize and build on our strengths?– How do we mitigate weaknesses and turn them around?– How can we (and do we have the resources to) maximize

opportunities and if not, where do we get the resources?– What are the most significant threats to our organization and how do

we guard against them?

Step 9: Think like an outsider -- a communications consultant.• Based on your findings, what would you recommend? • Select a team to help you analyze your audit results and

strategize about future goals, objectives and actions.

Step 10: Develop a detailed plan for future communications.• Use your research as the starting point for creating a

communications plan for your organization. • Either create the plan internally or hire a professional to

design (and implement) your plan.• Be specific.• Think both short and long term.• The biggest mistake – Failure to Budget.

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