A few days ago I was talking with a group of leaders from the same organization. I had asked a question about their service recovery tracking tool. Everyone except one person said that they didn’t have one. The single individual who said that they had a tool was the one who had launched it. He told his colleagues, “I sent out a memo.”
This happens all the time. Someone sends out an email and thinks that they have communicated. Well, they did send a memo. The problem is that we are all so bombarded with emails that we often skim past the ones that don’t rise to the top of our priority list.
The value of cascading communication and face-to-face conversation cannot be over stated, especially if you are trying to transform culture and engage people at all levels. If something has the potential for improving the patient experience, let everyone know, but try to use a variety of communication methods and don’t expect that one message will achieve all your communication goals.