The first step towards our communication and engagement programme was to find out exactly how our staff felt about current procedures of reporting news and Government initiatives within the sector. By utilising our strongest asset we were able to tailor the programme’s design to cater for their every need. Through a range of ‘road shows’ we established that traditional forms of communication and information delivery were no longer effective and we needed to be more creative in our approach.

If a programme is designed with the users at the heart it is more likely to roll out effectively and benefit a wider group. Not only that, but by asking staff opinion they will feel valued and more motivated to use the programme and take it to new heights.

To benefit remote workers particularly, access and ease of use ‘on the move’ or in one’s home is of utmost importance, so this must be taken into consideration. 

With recent dramatic advances in technology, why not fully exploit all it has to offer. A large majority of our staff are au fait with technology and are keen to take part in interactive media. Even those not so comfortable with technology, can be catered for with simple to use actions and easy navigation around the site.

Interactive media engages a range of learning preferences. The use of audio clips and visual aids intrigues those who enjoy watching and learning, while text presented in case studies or blogs can cater for those learners happy to read about department news and initiatives.

When reporting on recent Government initiatives and transformations and department news it is essential that workers do not hear of news through the grapevine. Prior to our engagement programme many staff would hear of things through Chinese whispers; this was something we wanted to eliminate.

By allowing each member of staff an online area, such as My CareKnowledge, they can log in and hear of news first hand. Each member of staff, no matter their employment status (full-time or part-time) or location of work (remote or office based) should be equally valued and therefore should be informed of news at an appropriate time. It's unfair to rely on the grapevine, as not only could announcements or information be altered or misinterpreted, but also staff may feel isolated if this occurs on a regular basis.

Department-wide engagement is key for an inclusive approach. Remote workers can often feel isolated from their colleagues based in the office on a daily basis, so an online communication and engagement programme such as ours allows for instant messaging and communication. Colleagues can offer their thoughts and opinions, or even set up debates with those colleagues they may not see regularly.

Furthermore if a member of staff is working remotely with a service user, a portal provides them with an online environment where they can upload their findings and experiences through video or ‘talking heads’ as we call them.

For a healthy and productive department, learning, sharing and debating is essential. Rather than a ‘top down telling’ that used to exist in our department with senior management sending text heavy documents to employees, allowing for no ‘employee voice,’ it is of utmost importance that the portal is shared. Communication should be inclusive for all; all levels of management or employee should be welcomed to contribute to feel part of the team.

Team members can all bring a range of talents and intelligence ‘to the table;’ this must be fully utilised for the whole department to benefit.

We have made every effort to fully exploit the powers of technology to encourage discussion between remote workers, such as home care staff, and our office based teams. Even the most technophobic staff are discovering that the world of online communication has much to offer and can even be exciting; not daunting as they first assumed. Blogs, podcasts, ‘taking head’ videos and audio clips are forming a part of daily communication now in our department.

A highly successful and engaging section of our portal is Stockport Voices. This includes a number of videos, for example; Policy Documents Review – here a member of the department discusses the policies page of the intranet and how it is to be developed in the near future; by keeping staff up-to-date with developments usage will be heightened and each member of staff can reap as many Benefits as it offers.

The Big Care Debate is another highly successful addition to our portal – here staff can deliberate about the Government’s national debate ‘Shaping the Future of Care Together.’ Case studies are also offered on the portal to explore service users Benefits. Here staff can describe their daily tasks; it also provides an area where staff can access best practice case studies.

In order for our workers to be able to comment on the podcasts, blogs and debates, as described above, that may arise on the site why not implement an anonymous commenting procedure. We believe that this can boost people’s confidence to offer truthful feelings and opinions. It is important to realise however that the nature of open communication may bring with it negative comment or feedback.

Teaming with a partner that matches your business philosophy and goals is key to the success of a communication and engagement programme. For many years we have had a highly productive relationship with OLM Group; for this project we decided to team with one of its divisions, OLM-Pavilion to implement and grow CareKnowledge.

CareKnowledge is a social care knowledge portal that monitors thousands of information sources, including publications and new legislation on social care. It publishes its own special reports and features, offering analysis and comment on key policy developments. Subscribers receive a weekly email update, highlighting the key issues and latest news. Worthy partnerships are those that look to cater for a department or company’s every need, not one that is the cheapest or quickest to roll out.

Even when a programme is rolled out, it is a good idea to seek continual feedback from staff. Those using the portal on a daily basis are likely to come up with some valuable ideas and recommendations for further developments. We have received a plethora of positive feedback from our staff; the most notable being that experiences conveyed through video and audio clips are much more powerful than traditional text.

Naturally within a department there is going to be an array of ICT abilities. This must be catered for within an online engagement programme. If the portal is too complicated for many staff to use this could create unnecessary tension in the team. The portal should be inclusive for all, but most importantly there needs to be personnel on hand to answer queries about the use of the portal. Staff that know support is available will be empowered to try and use the system.

As with any portal that holds department information, security must be placed high on the agenda. Each employee should be given a personal log in so that they can access their own area with ease and comfort that it is secure. With a number of remote workers or part-time employees who may access the portal from the comforts of their own home, a secure log-in is required to prevent material from being lost or misappropriated.

For more information go to www.careknowledge.com

• www.olmgroup.com

www.careknowledge.com