5 key takeaways from Regine Nelson on Happeo Unmuted
In our first episode of Happeo Unmuted, host Jesse Bourgeault-Trickey sat down with Regine Nelson of Couchbase, an expert on internal communications and employee engagement. Their conversation delved into the evolving landscape of internal communications, offering valuable insights for organizations navigating the complexities of keeping employees informed, engaged, and connected. Here are five key takeaways:
In an era of information overload, conciseness is king. Regine highlighted Couchbase’s successful adoption of the Smart Brevity framework. This approach distills key messages into three essential sentences, answering: what is happening, why is it happening now, and what’s in it for the person. This method has significantly improved message accessibility and review rates, even influencing senior leadership and team meetings, allowing more time for crucial Q&A. The takeaway here is clear: get to the point and make it relevant to your audience.
2. Defining and measuring communication success beyond the basics
How do you know if your communications are truly effective? For Regine, success isn’t just about open rates. Effective communication not only answers the three Smart Brevity questions, but crucially, tracks the completion of associated actions. While tools like Slack are currently used for measurement, Couchbase is implementing a new employee engagement tool to track content interaction. A vital metric for their global organization is the reduction in support tickets received after a change communication, directly indicating message clarity. Communication isn’t pressing ‘send’ on a message: it’s ensuring understanding and action.
3. Culture is a ‘people problem’ not just a technology fix
While technology can enhance culture, it’s not a silver bullet. Regine firmly believes that culture is fundamentally a people problem, rooted in trust and relationships. Tools and AI can provide minor enhancements, but they cannot holistically solve cultural challenges. She noted that current AI integrations often lack significant value beyond basic functionalities, suggesting that organizations should focus on how AI can contribute to enhancing culture, rather than viewing it as the sole solution. This takeaway underscores the importance of human connection and trust-building at the core of any successful culture.
4. The critical importance of acting on employee feedback
A ‘spicy take’ from Regine was her strong stance on acting upon employee survey feedback, She stressed that asking for feedback — and then doing nothing with it — is detrimental to employee morale and engagement. Even if suggestions can’t be (fully) implemented, it’s crucial to communicate what was heard, the rationale behind the decisions made, and what actions, if any, will be taken. This transparency builds trust and prevents survey fatigue, fostering a more continuous feedback loop within the organization.
5. Combatting change fatigue with predictable routines
Change is constant, but its impact can be mitigated through predictability. Regine addressed change fatigue by explaining Couchbase’s strategy of implementing predictable routines and annual event calendar. By knowing what to expect throughout the year, from recurring training sessions to mental awareness weeks, employees experience less surprise and disorientation. This proactive approach helps reduce information fatigue and creates a sense of stability amidst ongoing organizational changes, highlighting the value of structured communication.
If you’re an internal comms, digital workplace, or knowledge management expert and have something to share, we’d love to hear from you! Get in touch.