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Internal Communication Success:
 Best Practices within the Pharmaceutical and Medical
Device Industries to Ensure Organizational Effectiveness




               Best Practices, LLC Benchmarking Report
Project Methodology and Study Objectives
Over the years, the communication process evolved due to technological advances and
changes. This research study seeks to identify the most effective communication strategies
and tactics for reaching internal executivesto achieve organizational success/efficiency.


                                     Research Objectives:
      Identify types of internal communication mostly used by executives.
      Identify preferred medium for internal communication.
      Measure internal communication effectiveness.




         Field Research & Insight Development                       Primary Objective
      Research based on survey tool designed and
       implemented by Best Practices®, LLC.                     Explore the most effective
                                                       INFORM
                                                       INFORM
      Tool used to gather insights from 183 leaders                  and preferred
       at 162 companies.                                        communication strategies
      Leaders are from different industry segments               for reaching internal
       across 6 continents.                                            executives.

Copyright © Best Practices®, LLC                   1
Definitions Used in the Research
 Communication is a process where information is shared between two or more people or
 organizations. Field researchers used the following definitions to differentiate
 communication types.




       Internal Communication: Any kind of
      interaction between people in the same
         or various departments within an
      organization in order to ensure clarity of
          information is termed as Internal
                  Communication.




Copyright © Best Practices®, LLC          2
List of Participating Companies
Best Practices®, LLC gathered insights a total of 63 leaders at many pharmaceutical and
medical device companies.




Copyright © Best Practices®, LLC           3
Internal Communications Highlights



        Task Updates are Most Important: Respondents were most interested in company
           project/task updates, followed by general announcements within the company.
          “How am I doing?”: Most respondents were interested in receiving information around
           coaching and feedback, as well as shared success stories and insights.
          Email is King: Over 90% of respondents reported utilizing emails to communicate with
           colleagues. Alternatively, pharmaceutical respondents depend much more heavily on blogs
           for internal information than non-pharmaceutical respondents, who depend more heavily on
           company newsletters.
          But Email is Time-Consuming: Nearly 1 in 4 respondents stated that they spend more
           than 16 hours per week checking emails. Almost have say they spend more than 11 hours
           checking emails per week.
          PowerPoint Dominates Communication within the Company: PowerPoint dominates as
           the mode of communication, but respondents are much more likely to use memos and
           reports for subordinates than they are for superiors.
          Effectively Tackle Internal Communication Using Type: Organizing emails by type
           (action required vs. informative) is the most effective method. However, Pharmaceutical
           respondents then considers (1) the sender and (2) the content while non-Pharmaceutical
           respondents utilize technology to consider importance.
Copyright © Best Practices®, LLC                  4
Interest in Types of Information Received –
Pharmaceutical Segment
The majority of the Pharmaceutical segment reported being interested in receiving
industry information, performance data and success stories.



                                   What types of information are you interested in receiving?




                                        Industry information                                          76%




                                          Performance data                                      74%



        Benchmarking information/ Departmental /
                                                                                71%
               Functional Benchmarks



                         Success stories/Best Practices                                               76%

     N=34

Copyright © Best Practices®, LLC                               5
Most & Least Commonly Used Medium for Internal
 Communication – Pharmaceutical Segment
 The majority of the Pharmaceutical segment reported using emails to communicate
 internally followed by face-to-face discussion and telephone usage.


      What are the main mediums through which you receive information? Rate in order of 1-9 the most
        commonly used mediums, 1 being the most commonly used and 9 being least commonly used.



  Individual                                                      Voicemail                         20% N=30
emails/corporate                                 82%
     emails                                            N=33
                                                              Weekly/branch
                                                                                       10%              N=31
                                                               newsletters
    Face-to-face
                                           58%
    discussions                                        N=33
                                                                     Blogs        7%                    N=30



      Telephone                      48%               N=33       Podcasts       6%                     N=31



                            Most Commonly Used                                Least Commonly Used


 Copyright © Best Practices®, LLC                         6
Use of Mobile for Internal Communication –
Pharmaceutical Segment
Almost all of the Pharmaceutical segment reported using their mobile devices to check
and forward emails over all other alternatives.


  Which of the following work-related external communications do you check and forward (to colleagues
                               at work) daily using your Mobile device?
                                          Check daily using mobile          Forward daily using mobile
                   96%
                            86%


                                                                                                            39%
                                       25%            21%                                                        18%
                                                                7%           11%
                                             4%                                      0%       4% 0%




                                                                                                              Voicemail
                                                                                 Blogs
                                        Company




                                                        Weekly/branch




                                                                                                 Podcasts
                    emails/corporate




                                         intranet




                                                         newsletters
                      Individual

                         emails




     N=28

Copyright © Best Practices®, LLC                                        7
Preference vs. Effectiveness: Internal
Communication Using Mobile – Pharmaceutical
Almost all of the Pharmaceutical segment reported that they highly preferred using email
to interact with their colleagues on their mobile device. Compared to the overall
benchmark class, the pharmaceutical segment is more likely to utilize blogs, and less
likely to utilize newsletters.
 Please indicate preference and effectiveness of the following types of internal communication you used
                          to interact with your colleagues through your Mobile.


                  94%                          Highly preferred     Highly effective


                        78%



                                   44%
                                         38%     38%
                                                                                                        31%
                                                       25%                                        25%

                                                                                       9% 9%
                                                                     0% 3%

              Individual     Company            Voicemail         Weekly/branch        Podcasts    Blogs
            emails/corporate intranet                              newsletters
                 emails
     N=32

Copyright © Best Practices®, LLC                          8
Effective Tools for Vendor Communications –
Overall and Pharmaceutical Segment
Both the Pharmaceutical and general benchmark classes reported that they find face-to-
face meeting to be the most effective way to share vendor communications internally.
Webinars, voicemail, blogs, and newsletters are considered ineffective.

     For the following types of content that could be communicated to you from internal parties, please
                                      choose the most effective tools.
                                           Overall    Pharmaceutical Segment

                                                                                                     77%

                                                                                               63%

                                                                                     49% 47%

                                                                            35%
                                                                               30%


                 7%                                              9%
           2%              3% 3%        5% 7%        6% 7%            3%

            News           Blogs/      Voice mail Webinars       Intranet   Phone    Emails    Face to
           letters         Social                                                               face
                           Media                                                               meeting
     N Overall=93        N Pharma=30
Copyright © Best Practices®, LLC                             9
Effective Tools for Best Practices – Overall and
Pharmaceutical Segment
Both the Pharmaceutical and general benchmark classes reported that they find email to
be the most effective way to share best practices internally followed by the Internet and
face-to-face meetings.

     For the following types of content that could be communicated to you from internal parties, please
                                      choose the most effective tools.

                                          Overall     Pharmaceutical Segment
                                                                                                    57%
                                                                                 50%                      50%
                                                                       43%              43%
                                                                              42%             40%
                                                                   35%

                                                24%
                                                        20%
                                       13%13%

                           5% 7%
           1% 0%

        Voice mail         Phone       Blogs/        News          Webinars   Face to   Intranet    Emails
                                       Social       letters                    face
                                       Media                                  meeting
     N Overall=93        N Pharma=30
Copyright © Best Practices®, LLC                              10
Effective Tools for Benchmarking Information –
Overall and Pharmaceutical Segment
Both the Pharmaceutical and general benchmark classes reported that they find email to
be the most effective way to share benchmarking information internally.


     For the following types of content that could be communicated to you from internal parties, please
                                      choose the most effective tools.

                                          Overall   Pharmaceutical Segment
                                                                                                  66%
                                                                                                        63%


                                                                                            47%
                                                                                      42%

                                                                               30%
                                                  24% 23%        24%27%     25%

                                       11%
                                             7%
           2% 3%           3% 3%

        Voice mail         Phone       Blogs/     Face to        Webinars    News     Intranet    Emails
                                       Social      face                     letters
                                       Media      meeting
     N Overall=93        N Pharma=30
Copyright © Best Practices®, LLC                            11
Sharing Benchmarking Information with Superiors,
Peers & Subordinates– Pharmaceutical Segment
The Pharmaceutical segment reported that they prefer Power Point format from all of their
colleagues when sharing benchmarking information.


     Which of the following templates do you prefer to use for internal communication with your peers,
                                       Superiors and Subordinates?
                                                Superior    Peer    Subordinate
      76%
         73%
            69%




                                   37%               37%
                                         31%   28%
                             24%                           24%     24%
                                                                      20%
                                                                         17%       17% 17%              17%
                                                                                      13%         13%
                                                                                             7%


     PowerPoint               Excelsheet          Word             Briefingnotes    Memos    Webinars
     presentation                              documents/
                                                Reports
                                                (Written)
  NSup=29     NPeer=30     NSub=29
Copyright © Best Practices®, LLC                             12
Effective Tactic to Prioritize Communications –
Pharmaceutical Segment
More than half of the Pharmaceutical segment reported that organizing information by
type is the most effective way to prioritize communications followed by organizing by
technology that indicates priority.


                       Please rate the most effective way to prioritize communications received.
                                      Highly Effective   Somewhat effective   Neutral

               6%                    12%                                        16%
              30%                                          38%
                                     42%                                        38%                52%


                                                           25%
              64%
                                     42%                                        47%
                                                                                                   29%
                                                           22%


           By type   By type of content By level of sender                By technology      Size of the
     ofcommunication                                                      that indicates   communication
        (Informative                                                          priority
          vs.action
          required)
             N=33                   N=32                  N=33                   N=32              N=31

Copyright © Best Practices®, LLC                           13
Voices From the Field

    “I don't want to miss something important because I was offended by the manipulative
                                   introductory sentence.”
      Based on your experience, what are ways of using/modifying external and internal communication
                                 communications to improve productivity?




Copyright © Best Practices®, LLC                  14
About Best Practices, LLC



       Best Practices, LLC is a research and consulting firm that conducts work
       based on the simple yet profound principle that organizations can chart a
       course to superior economic performance by studying the best business
          practices, operating tactics and winning strategies of world-class
                                      companies.




                                   Best Practices, LLC
                      6350 Quadrangle Drive, Suite 200, Chapel Hill, NC 27517
                                          919-403-0251
                                    best@best-in-class.com
                                    www.best-in-class.com

Copyright © Best Practices®, LLC                15

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Internal Communication Success: Best Practices within the Pharmaceutical and Medical Device Industries to Ensure Organizational Effectiveness

  • 1. Internal Communication Success: Best Practices within the Pharmaceutical and Medical Device Industries to Ensure Organizational Effectiveness Best Practices, LLC Benchmarking Report
  • 2. Project Methodology and Study Objectives Over the years, the communication process evolved due to technological advances and changes. This research study seeks to identify the most effective communication strategies and tactics for reaching internal executivesto achieve organizational success/efficiency. Research Objectives:  Identify types of internal communication mostly used by executives.  Identify preferred medium for internal communication.  Measure internal communication effectiveness. Field Research & Insight Development Primary Objective  Research based on survey tool designed and implemented by Best Practices®, LLC. Explore the most effective INFORM INFORM  Tool used to gather insights from 183 leaders and preferred at 162 companies. communication strategies  Leaders are from different industry segments for reaching internal across 6 continents. executives. Copyright © Best Practices®, LLC 1
  • 3. Definitions Used in the Research Communication is a process where information is shared between two or more people or organizations. Field researchers used the following definitions to differentiate communication types. Internal Communication: Any kind of interaction between people in the same or various departments within an organization in order to ensure clarity of information is termed as Internal Communication. Copyright © Best Practices®, LLC 2
  • 4. List of Participating Companies Best Practices®, LLC gathered insights a total of 63 leaders at many pharmaceutical and medical device companies. Copyright © Best Practices®, LLC 3
  • 5. Internal Communications Highlights  Task Updates are Most Important: Respondents were most interested in company project/task updates, followed by general announcements within the company.  “How am I doing?”: Most respondents were interested in receiving information around coaching and feedback, as well as shared success stories and insights.  Email is King: Over 90% of respondents reported utilizing emails to communicate with colleagues. Alternatively, pharmaceutical respondents depend much more heavily on blogs for internal information than non-pharmaceutical respondents, who depend more heavily on company newsletters.  But Email is Time-Consuming: Nearly 1 in 4 respondents stated that they spend more than 16 hours per week checking emails. Almost have say they spend more than 11 hours checking emails per week.  PowerPoint Dominates Communication within the Company: PowerPoint dominates as the mode of communication, but respondents are much more likely to use memos and reports for subordinates than they are for superiors.  Effectively Tackle Internal Communication Using Type: Organizing emails by type (action required vs. informative) is the most effective method. However, Pharmaceutical respondents then considers (1) the sender and (2) the content while non-Pharmaceutical respondents utilize technology to consider importance. Copyright © Best Practices®, LLC 4
  • 6. Interest in Types of Information Received – Pharmaceutical Segment The majority of the Pharmaceutical segment reported being interested in receiving industry information, performance data and success stories. What types of information are you interested in receiving? Industry information 76% Performance data 74% Benchmarking information/ Departmental / 71% Functional Benchmarks Success stories/Best Practices 76% N=34 Copyright © Best Practices®, LLC 5
  • 7. Most & Least Commonly Used Medium for Internal Communication – Pharmaceutical Segment The majority of the Pharmaceutical segment reported using emails to communicate internally followed by face-to-face discussion and telephone usage. What are the main mediums through which you receive information? Rate in order of 1-9 the most commonly used mediums, 1 being the most commonly used and 9 being least commonly used. Individual Voicemail 20% N=30 emails/corporate 82% emails N=33 Weekly/branch 10% N=31 newsletters Face-to-face 58% discussions N=33 Blogs 7% N=30 Telephone 48% N=33 Podcasts 6% N=31 Most Commonly Used Least Commonly Used Copyright © Best Practices®, LLC 6
  • 8. Use of Mobile for Internal Communication – Pharmaceutical Segment Almost all of the Pharmaceutical segment reported using their mobile devices to check and forward emails over all other alternatives. Which of the following work-related external communications do you check and forward (to colleagues at work) daily using your Mobile device? Check daily using mobile Forward daily using mobile 96% 86% 39% 25% 21% 18% 7% 11% 4% 0% 4% 0% Voicemail Blogs Company Weekly/branch Podcasts emails/corporate intranet newsletters Individual emails N=28 Copyright © Best Practices®, LLC 7
  • 9. Preference vs. Effectiveness: Internal Communication Using Mobile – Pharmaceutical Almost all of the Pharmaceutical segment reported that they highly preferred using email to interact with their colleagues on their mobile device. Compared to the overall benchmark class, the pharmaceutical segment is more likely to utilize blogs, and less likely to utilize newsletters. Please indicate preference and effectiveness of the following types of internal communication you used to interact with your colleagues through your Mobile. 94% Highly preferred Highly effective 78% 44% 38% 38% 31% 25% 25% 9% 9% 0% 3% Individual Company Voicemail Weekly/branch Podcasts Blogs emails/corporate intranet newsletters emails N=32 Copyright © Best Practices®, LLC 8
  • 10. Effective Tools for Vendor Communications – Overall and Pharmaceutical Segment Both the Pharmaceutical and general benchmark classes reported that they find face-to- face meeting to be the most effective way to share vendor communications internally. Webinars, voicemail, blogs, and newsletters are considered ineffective. For the following types of content that could be communicated to you from internal parties, please choose the most effective tools. Overall Pharmaceutical Segment 77% 63% 49% 47% 35% 30% 7% 9% 2% 3% 3% 5% 7% 6% 7% 3% News Blogs/ Voice mail Webinars Intranet Phone Emails Face to letters Social face Media meeting N Overall=93 N Pharma=30 Copyright © Best Practices®, LLC 9
  • 11. Effective Tools for Best Practices – Overall and Pharmaceutical Segment Both the Pharmaceutical and general benchmark classes reported that they find email to be the most effective way to share best practices internally followed by the Internet and face-to-face meetings. For the following types of content that could be communicated to you from internal parties, please choose the most effective tools. Overall Pharmaceutical Segment 57% 50% 50% 43% 43% 42% 40% 35% 24% 20% 13%13% 5% 7% 1% 0% Voice mail Phone Blogs/ News Webinars Face to Intranet Emails Social letters face Media meeting N Overall=93 N Pharma=30 Copyright © Best Practices®, LLC 10
  • 12. Effective Tools for Benchmarking Information – Overall and Pharmaceutical Segment Both the Pharmaceutical and general benchmark classes reported that they find email to be the most effective way to share benchmarking information internally. For the following types of content that could be communicated to you from internal parties, please choose the most effective tools. Overall Pharmaceutical Segment 66% 63% 47% 42% 30% 24% 23% 24%27% 25% 11% 7% 2% 3% 3% 3% Voice mail Phone Blogs/ Face to Webinars News Intranet Emails Social face letters Media meeting N Overall=93 N Pharma=30 Copyright © Best Practices®, LLC 11
  • 13. Sharing Benchmarking Information with Superiors, Peers & Subordinates– Pharmaceutical Segment The Pharmaceutical segment reported that they prefer Power Point format from all of their colleagues when sharing benchmarking information. Which of the following templates do you prefer to use for internal communication with your peers, Superiors and Subordinates? Superior Peer Subordinate 76% 73% 69% 37% 37% 31% 28% 24% 24% 24% 20% 17% 17% 17% 17% 13% 13% 7% PowerPoint Excelsheet Word Briefingnotes Memos Webinars presentation documents/ Reports (Written) NSup=29 NPeer=30 NSub=29 Copyright © Best Practices®, LLC 12
  • 14. Effective Tactic to Prioritize Communications – Pharmaceutical Segment More than half of the Pharmaceutical segment reported that organizing information by type is the most effective way to prioritize communications followed by organizing by technology that indicates priority. Please rate the most effective way to prioritize communications received. Highly Effective Somewhat effective Neutral 6% 12% 16% 30% 38% 42% 38% 52% 25% 64% 42% 47% 29% 22% By type By type of content By level of sender By technology Size of the ofcommunication that indicates communication (Informative priority vs.action required) N=33 N=32 N=33 N=32 N=31 Copyright © Best Practices®, LLC 13
  • 15. Voices From the Field “I don't want to miss something important because I was offended by the manipulative introductory sentence.” Based on your experience, what are ways of using/modifying external and internal communication communications to improve productivity? Copyright © Best Practices®, LLC 14
  • 16. About Best Practices, LLC Best Practices, LLC is a research and consulting firm that conducts work based on the simple yet profound principle that organizations can chart a course to superior economic performance by studying the best business practices, operating tactics and winning strategies of world-class companies. Best Practices, LLC 6350 Quadrangle Drive, Suite 200, Chapel Hill, NC 27517 919-403-0251 best@best-in-class.com www.best-in-class.com Copyright © Best Practices®, LLC 15