Member Spotlight - Priya Bates
In this ICology member spotlight, she shine the light on Priya Bates. Priya uses the pronouns she / her / hers. She is the president of Inner Strength Communication and the co-founder of A Leader Like Me.
Personal pronouns: She / Her / Hers
Role: President, Inner Strength Communication, and Co-founder, A Leader Like Me
Home: Toronto, Canada
Which do you think an internal communicator should focus more on: employee engagement or employee experience?
Employee Experience. I believe that engagement and the Gallup 12 questions we ask to measure engagement is an outcome of creating the right employee experience. We do this through connections - connecting values to behaviors (at all levels), strategy to results, brand promises to employee experiences that drive consistent customer experiences.
As internal communication professionals we need to be ready to ask clearly what success looks like and feels like in a way that is super clear. Engagement talks about what leaders want from employees - what leaders want them to SAY about the organization; how they want them to STRIVE to go above and beyond; and STAY with the organization to prove their loyalty so that organizations don't incur the costs associated with attrition. Experience, on the other hand, talks to what they want and need from leaders and organizations in order to drive retention, loyalty, belonging and effort.
For me, if we answer the latter, we have a better chance of getting the results leaders and organizations are looking for.
What was your first experience with internal communications?
In the late 90's (I've aged myself) I had a role in a technology distribution company where I managed Marketing, Sales and Corporate Communication. At the time, I would have probably believed that my role in helping create a new brand, helping the salesforce communicate to customers, and media relations was the key parts of my job, but I realized I was wrong. The most important work I did, was helping the sales floor understand industry changes (during the tech bust); helping leaders keep employee informed through these changes; and helping employees deliver on the new brand promise through customer conversations and experiences.
As we focused more internally to support what we were saying externally, the results really came to life. So much so that our Canadian leadership was eventually asked to lead the North American operation. It was a lightbulb moment for me. I realized that we needed to focus on the inside in order to drive the results on the outside.
What should be the mascot for internal communicators and why?
A spider. I like the analogy of the web we weave and the connections we create in our whole organization. At the centre of the web are our foundations like our mission, vision, purpose, values, brand and strategy and we weave out from there to create stickiness so that ideas can be understood and acted upon.
What are you hoping to give to ICology and get from it?
I like the idea of a community for Internal Communication Professionals. For me, the focus has always been on the science versus the fun stuff. I love creativity, but I have to admit, if all you are looking for is a fun campaign, I'm not your consultant. I'd rather help communication professionals drive real, sustainable change that impacts business results.
It's the space I've always played in and the one that led to me building a powerhouse internal communication team at the largest private sector employee in Canada. It's also the work that has led employers and clients to become top employers, admired corporate cultures, and successful companies. I hope that's the perspective I can provide and help with. How do you make the business case for internal communication investment with your leaders? How do you grow your team one project at the time? How do you manage changes successfully with limited disruption?
What is your favorite word?
Sustainable. I like the idea of creating changes that are focused on long-term impact and stick. I love seeing the progress of my clients, mentees, organizations...how they've taken the recommendations I've made and are seeing benefits long-term. I see their leaders recognized for communication, their teams grow, their organizations recognized as top employees, and their results come to life. It's the success they have when I'm no longer working with them that, for me, is a true sign of success.
What is your least favorite word?
Trend. Too many organizations and individuals hop on a bandwagon looking for impact short term. They focus on campaigns versus conversations. I've seem employees and the public roll their eyes at the flavor-of-the-month or year initiatives that create confusion versus cohesion. I struggle with so much superficial work and have had to come to the realization that those who want to drive real results seek me out. I honestly don't have time for the organizations and leaders who want to do the superficial work.
Who should internal comms report to and why’d is it not legal or HR?
Is this a leading question? Either way, I agree. The higher up in the ladder internal comms reports to determines access and impact. In my corporate career, I always reported two away from the president or CEO which means my boss reported directly to the top decision maker in my company. When it was lower - I simply was asked to deliver and do the tactical work. I have reported into many departments. I was most successful reporting in the Chairman's Office that managed strategy and the Corporate Affairs group where my boss managed all of internal and external communication and sat of the executive team. I was quote successful reporting into Marketing and Integrated Marketing teams.
I have to admit I have been least successful reporting to HR and Change Management. That being said, you can be successful reporting to HR is the leader believes in the role on internal communication as an integral enabler of organizations success and provides you access to top leaders in order to advise. The challenge happens with HR when they only want you to focus on people communication (talent/benefits) versus business enablement. There's also often a challenge when those HR leaders insist on being the conduit to leadership which often results in a game of broken telephone and waters down the advice and perspective they need to hear directly internal communication professionals.
If you attended in-person communication conferences whats something that you wish was there and has always been missing?
I love in-person conferences. I think it would be great to offer a personalized consultation. Perhaps a key issue that a group can workshop together but you can go back to your business with your communication plan created and reviewed by an expert.
What is the one book you recommend everyone should read?
I had a speaker at our A Leader Like Me Diversity in Action conference that talked about her book - The Four Sacred Gifts. It is by Indigenous author and consultant Anita Sanchez who I've had the pleasure to work with in the past. She talks about the sacred gifts indigenous elders were given to create healing in the world. The past year has been full of shock and anger and resentment as we open our eyes to inequities faced by so many and have opened our ears to listen to lived experiences. The Four Sacred Gifts is more hopeful, acknowledging the past, but realizing that to move forward we the gift to Forgive the Unforgivable, the gift of Unity, the gift of Healing and the gift of Hope in Action. I love that this book helps creates the path forward out of hate and towards healing.
What’s a podcast you listen to that inspires you?
I've got a couple I listen to whenever I can. “Calm Edged Rebels” with Advita Patel, Jenni Field, and Trudy Lewis. It feels like you're listening on the chatter of good friends sharing their different perspectives and experiences on subjects that do impact communication. I also like “Have you got Five Minutes” with Harriet Smalls and Rebecca Roberts. I like the short time period and their focus on current events.
Member Spotlight - Erica Goodwin
In this ICology member spotlight, she shine the light on Erica Goodwin. Erica uses the pronouns she / her / hers. She is the founding owner of Radiant Communications and you probably also recognize her from cohoting the Internal Miscommunications Podcast.
Personal pronouns: She / Her / Hers
Role: Founding Owner of Radiant Communications, Cohost of Internal Miscommunications
Home: Central Arkansas, USA
Which do you think an internal communicator should focus more on: employee engagement or employee experience?
We should pay attention to both yet, on the whole, employee experience seems too broad while employee engagement seems quite narrow. We need to focus more on the gap between the two. Employee experience is the umbrella—the comprehensive story of our interactions with a given company from recruitment to retirement. Employee engagement is the mood ring—the constantly changing levels of how we show up—and are actively engaged or disengaged—at work.
There’s a space between experience and engagement we, as internal communicators, need to be talking about more: employee involvement. This is largely where we already operate in terms of partnering with leaders and managers to help them better inform employees about company goals, strategies, and metrics. Then, measuring it. Experience and engagement often seem intangible, or “squishy.” Using more accurate language about how our specific roles [positively] influence the company, along with data to support our work, adds credibility and value.
What was your first experience with internal communications?
In my early twenties, I was the editor of an employee newsletter at a large healthcare system. Sharing stories about how employees gave exceptional care and how they got satisfaction from seeing advancements in medical treatments help their patients was a joy. (Plus, I still love the smell of freshly printed paper.)
What should be the mascot for internal communicators and why?
The Underdog. Usually the spotlight is on other teams, leaving internal communicators to work on our craft outside the watchful eyes of others. When the focus shifts to us, we shine and take others completely by surprise.
What are you hoping to give to ICology and get from it?
I hope to help ICology be a welcoming space for fellow internal communicators as we seek to elevate the profession as whole. Seeing it come to fruition has been a joy. (And I’m a self-selected member of the PR and marketing team.) I hope to continue making connections with peers, gaining deeper insights, and even talking about making employee Involvement more prevalent.
What is your favorite word?
Synchronicity. I love when the same thing pops up in different areas of life in surprising ways that don’t seem to go together at first. Whether it’s an idea, book, or a person, it feels like God, or the universe is trying to get our attention to draw deeper connections in our minds.
What is your least favorite word?
Squishy. Ha. And, yes, I do see the irony here.
If you attended in-person communication conferences whats something that you wish was there and has always been missing?
Connecting with others in lively chat sessions during virtual events has been insightful—and entertaining. That level of sharing in real time at in-person conferences would be interesting, yet potentially awkward for speakers.
What is the one book you recommend everyone should read?
“Tuesdays with Morrie.” This gift from Mitch Albom is still my favorite. The life lessons Morrie shares with Mitch, his former student, are timeless. Their relationship feels more real to me now than it did when I read it 23 years ago. I am profoundly grateful to the individuals who have been a “Morrie” to me, and I hope to do the same for others.
What’s a podcast you listen to that inspires you?
Member Spotlight - Ann Melinger
In this ICology member spotlight, she shine the light on Ann Melinger. Ann uses the pronouns she / her / hers. She is the CEO of Brilliant Ink, a US-based internal communications agency specializing in designing meaningful employee experiences that translate into killer business results.
Personal pronouns: She / Her / Hers
Role: CEO at Brilliant Ink
Home: New York, NY, USA
What lured you into internal communications? What ignited your passion?
I loved so much of what I learned in school studying Communications, and I wanted to find a way to apply those skills - writing, storytelling, creative problem solving - to work that can make a difference in peoples' lives.
What would you say to someone new to the industry?
Don't overthink it - the best internal communicators know how to put themselves into employees' shoes. That's something we can all do - think back over jobs you've had, and reflect on what made it a great experience and what was lacking. Keep that empathy at the core of everything you do and you'll go far!
What's your #1 piece of IC career advice?
If you’ve ever considered it, I encourage you to take the risk and try working for yourself at least once in your career. It’s a real privilege and I recognize that not everyone will have that opportunity – giving up the stability of a steady paycheck and benefits is luxury many people cannot afford. But if you’ve ever considered it and have the means to make it happen, GO FOR IT. Few things in life are more fulfilling than the freedom and flexibility of working on your own, and our industry is tailor-made for freelancers to thrive. (p.s. I’m happy to share my advice with anyone who is considering it!)
What do you hope to bring to ICology?
I love sharing insights, exchanging ideas and engaging in discussion and debate. From what I’ve seen so far in ICology, I expect there to be plenty of each!
What professional or career goals did you put on hold during the pandemic?
Honestly, I can’t think of anything I put on hold. It was by no means easy, but I was able to achieve more than I ever could have imagined, including growing my team by more than 50%. Now I’m just ready to get out there and meet all my new Brilliant Inkies!
What words would you use to describe the types of communicators or leaders you enjoy working with?
Collaborative, Open-Minded, Human
What is an IC tool or tactic that needs to be canceled?
Clunky/old-school/custom-coded intranets. I’ve met too many communicators who are responsible for their company’s intranet and waste HOURS of their lives struggling to make simple updates or collect meaningful analytics. There are too many powerful, intuitive, cost-effective solutions out there today to waste your time with that!
Member Spotlight - Keith Riley
In this ICology member spotlight, she shine the light on Keith Riley. Keith uses the pronouns he / him / his. He works in internal communications and in the co-host of the Internal Miscommunications Podcast.
Personal pronouns: He / him / his
Role: co-host at Internal Miscommunications Podcast
Home: Chorley, UK
What lured you into internal communications? What ignited your passion?
I followed a friend into it. I watched his career trajectory and wanted to do the same. I have no formal training or degree, I just worked really hard in the company i worked for and made sure that I did everything possible to get a foot in the door. Over the course of two years I used annual leave and changed my shifts to shadow and volunteer for the IC team and that paid off. I got a two-month temporary position that turned into six months that turned into the last 10 years (ish).
What would you say to someone new to the industry?
Doctors take a hypocratic oath and they still kill people. I quickly learned that you are not infallible and you have to release yourself of the crippling fear of making a mistake. As soon as you do this, you will discover that internal communications is one of the most rewarding and exciting careers you can be in. You’ll make a few mistakes but at least no one died from from a typo or a broken hyperlink.
What do you hope to bring to ICology?
Honestly, I genuinely think I am going to learn more than I give. I do specialise in media comms and have spent the last 15 years teaching myself how to shoot and edit video and audio specifically for an internal communications audience so I’d love to meet likeminded nerds and share / learn / steal ideas.
What’s your one piece of IC career advice?
The relationships you need to build are formed on trust, so do everything that is expected of you and a little bit more. This not only helps you form the relationships quicker but it also opens doors to the conversations that you need to be in to be a success. Don’t just presume the job title will give you autonomous access.
What professional goals did you put on hold during the pandemic?
Well.... that is a secret really because I didn’t put it on hold - just chipped away at it a little more slowly. 2021 could see the secret revealed but we shall see.
What words would you use to describe the types of communicators or leaders do you enjoy working with?
I love it when I am given a clearer brief and then allowed to run away with it. I love to be collaborative and to let stakeholders steer the process but I need to be allowed to get on with it. My perfect teammate would be someone who loves copy and admin because they are not my BFFs.
What is an IC tool or tactic that should be canceled?
None - I think as long as they have clear purpose and objectives there is a place for everything in the comms arsenal.
Member Spotlight - Rhea Mathew
In our next ICology member spotlight, we feature Rhea Mathew. Rhea is the social media manager at Battenhall. Rhea lives in Dubai, UAE, and uses the pronouns she / her / hers.
Personal pronouns: She / her / hers
Role: Social Media Manager at Battenhall
Home: Dubai, UAE
What lured you into internal communications? What ignited your passion?
Internal Communications is such an amazing industry to be in because you’re helping folks renew connections to the brand they’ve chosen to represent. After years in corporate communications at HP, I realized that the region needed a dose of brand love internally so we created the program from scratch!
What would you say to someone new to the industry?
Your voice matters - Be loud and be very proud of what you have to say.
What do you hope to bring to ICology?
Internal communications pros from Dubai! We need to build this community.
What’s your one piece of IC career advice?
Make your connections and value them - You will always be grateful for the people who back you up on good days and bad days.
What words would you use to describe the types of communicators or leaders do you enjoy working with?
Communicators - Adaptable, capable, passionate and energetic
Leaders - Good listeners, understanding, compassionate
Member Spotlight - Zi Mutize
Zi Mutize. Zi is the director of communications & employee experience at Sealed Air. He lives in Charlotte, NC, USA, and uses the pronouns he/him/his.
Personal pronouns: He / him / his
Role: director, communications & employee experience at Sealed Air
Home: Charlotte, NC, USA
What lured you into internal communications? What ignited your passion?
I fell into this role by accident. I was hired earlier on in my career to support external communications for a company division that had recently gone through a merger. Three months in, it was clear, they needed to work on internal first. As a result, I was immediately drafted to work on internal communications. The rest as they say is history.
What would you say to someone new to the industry?
This is a great space. You will meet a lot of interesting people. You should act like a loudspeaker by amplifying voices and untold stories from your entire organization.
What do you hope to bring to ICology?
I think the combination of continuous learning, networking, industry insights, best practices, and dedication to the field brings me here.
What’s your one piece of IC career advice?
Learn the business first. You cannot apply sound communications counsel if you do not understand the business. You have to understand the business market landscape, the markets it serves, the organizational goals, how products are made, and how customers are satisfied.
What words would you use to describe the types of communicators or leaders do you enjoy working with?
Creative, Collaborative, Organized, and Thoughtful! (These are for both communicators and leaders.)
What is an IC tool or tactic that you think needs to be canceled?
Exclusively relying on the cascade does not work anymore. I am an old school communicator and think this should always be supplemented with various other methods of communication.
Member Spotlight - Kristin Cooke
Kristin Cooke is from Sioux Falls, SD, USA, and uses the pronouns she/her/hers. She is a communications specialist at MetaBank.
Personal pronouns: She / her / hers
Role: communications specialist at MetaBank
Home: Sioux Falls, SD
What lured you into internal communications? What ignited your passion?
As with so many other communications professionals, I didn't find internal communications - IC found me! MetaBank went through quite a bit of merger and acquisition activity, growing our geographic footprint and creating the need for communication strategy. I began filling the need without a job title to match for quite some time. It wasn't long into my new role before I realized my love for internal communication.
My passion for helping others find their purpose found a home in IC by creating clarity, context and community in order for employees to be able to write themselves into MetaBank's mission of Financial Inclusion for All.
What would you say to someone new to the industry?
Be a sponge. There are so many great IC practitioners to learn from so immerse yourself by listening to their podcasts, attending webinars, joining ICology! (Shameless plug, but it's true!)
What do you hope to bring to ICology?
I hope to represent the up-and-coming generation of internal communications professionals. The workplace is shifting and the way work gets done will never be the same. I hope to ask tough questions and challenge the communication status quo.
What’s your one piece of IC career advice?
My number one piece of career advice is to surround yourself with people that you can learn from. As internal communicators, we are asked to create content around all manner of subjects: quarter-end and year-end earnings, IT process changes, project management flow, employee engagement, etc. By having people close to you that you can rely to be subject-matter experts, you can glean their know-how to serve your employees better. And bonus, you'll learn a thing or two along the way!
What words would you use to describe the types of communicators or leaders do you enjoy working with?
In both communicators and leaders, the ability to be consistent and empathetic are non-negotiables. in my book. Choosing consistency builds trust. In a trusting work environment, your people will do their best work because they are psychologically safe, their "fight or flight" isn't engaged. Secondly, the importance of empathy cannot be overstated. As communicators, our super power is the ability to create content that makes people think, "It's not just me," or "I'm not alone." Twenty-twenty required all communicators to be fluent in empathy and share the language with the leaders around them.
What is an IC tool or tactic that you think needs to be canceled?
"The Cascade." To illustrate internal communications to a group of fourth graders recently, I had them play the game telephone where one person whispers a message in the ear of the person next to them until each person has heard the message. As always with telephone, when it came time to reveal what the last student heard, the message was so distorted. So it is with any cascaded corporate messaging. Internal communicators are champions of authenticity and transparency. I say, take the message directly to the people it affects.
Member Spotlight - Michelle Moulding
In our first ICology member spotlight, we feature Michelle Moulding. Michelle is from near Petersborugh, UK, and uses the pronouns she/her/hers.
Personal pronouns: She / her / hers
Role: Internal engagement and communication specialist
Home: Near Peterborough, UK
What lured you into internal communications? What ignited your passion?
I, like many, fell into internal communications understanding that if the organisation was going to shout about how great it was to those on the outside then there had best be at least acceptance of that view internally. Much better to have an internal collective of advocates than a total disconnect with external perception.
What would you say to someone new to the industry?
Jump in the water - it’s lovely :-). There are few areas of a business that allow you to ask pertinent questions, tell stories and help shape the bigger corporate picture. Build your network, remember to be human and nobody has all of the answers but many will offer a helping hand.
What’s your one piece of IC career advice?
Don’t get stuck in the churn of just doing, put real value in listening to what colleagues are (or aren’t) saying and use that insight to inform your actions.
What words would you use to describe the types of communicators or leaders do you enjoy working with?
Authentic, honest and empowering leaders who know and value the strengths of their team. A similar list for communicators adding in a sense of awareness of who they are communicating with.
What is an IC tool or tactic that you think needs to be canceled?
Worrying about where it sits, evidence your value and the question becomes redundant.