Put every update where people can use it
A channel choice playbook for teams planning clear, accessible employee communications.
Sample context: Northstar Services is a fictional organization used for the examples in this playbook.
Start with the reader's next step
Choose a primary channel by asking three questions: Can the intended audience access it? How soon do they need the message? What should they do after reading?
Add a supporting channel only when it solves a real gap, such as reaching employees away from a desk or keeping process details easy to find later.
Go straight to the task
Open the guidance that fits the message you are planning.
One service change, three useful routes
Example: Northstar updates the steps for requesting a replacement work device.
Brief the affected teams
A team briefing gives people who are working together a chance to hear what changed and ask a question before the new steps are used.
- State which request types are affected.
- Give the effective date in the briefing.
- Name the action: use the revised request steps.
Summarize the update
A staff digest can point readers to the change and identify who needs to act, without trying to carry every process detail.
- Lead with the change and affected audience.
- Keep the action visible in the summary.
- Link to the durable reference when available.
Keep the steps findable
A shared reference copy holds the current request steps so employees can check them again when they need to submit a request.
- Show the current steps and effective date.
- Identify the content owner by role.
- Remove or clearly mark superseded guidance.