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July 5, 2011

Service Quality Strategies with Olivia – The Communications Gap

Filed under: Communication,Management Practices9:55 am

Last month, we discussed the third of the potential gaps in service quality. Today, we will look at the Communications Gap.

The Communications Gap

The Communications Gap is the difference between what HR communicates to employees and what is actually being delivered.

To avoid this gap in service quality:

  • Ensure all communications from HR are clear and concise. This includes employee handbooks, the company’s intranet site, newsletters, and memos.
  • Evaluate communication materials provided by third-party vendors, such as benefits providers.
  • Communicate early, often, and as many different ways as possible when launching a new initiative.
  • Create and maintain internal advertising that is effective in delivering the intended message to employees.

HRN is ready to assist you! Our consultants are available to answer your questions about providing structured salary administration, performance management, and more. Contact us at 800-940-7522 for more information.

Next month: addressing the Perceptions Gap

Part 1: The Knowledge Gap

Part 2: The Policy Gap

Part 3: The Delivery Gap



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