Remarkable Success: How SMS + Audio Updates Boost Internal Client Communication

A recent collaboration with clients has resulted in a reduction of the obstacles they’ve faced in receiving critical information. Our team carefully examined the challenges faced by the leadership teams at the W̱SÁNEĆ Leadership Council (WLC) and NIȽ TU,O Child & Family Services Society (NIȽ TU,O) – capacity issues resulting in numerous unread yet critical emails. Then, we launched a plan that increased internal capacity and revitalized oral traditions, resulting in staff, Elders, and community members remaining informed of all events, notices, and updates.

(Shown above, the weekly SMS text sent out to staff at NIȽ TU,O)

OVERCOMING INFORMATION OVERLOAD

The staff and Board Members at NIȽ TU,O and WLC faced similar challenges and came to Remarkable to help them meet their needs. NIȽ TU,O staff members are extremely busy and receive more messages than they can process each day. It became difficult to keep staff updated on the various events, contests, community news and social posts published each week.

Similarly, leaders at the WLC often hold multiple positions at once. As a result, it can be challenging to review all important communications coming through. Overall, our clients faced a capacity issue; people who needed to access critical knowledge and information could not do so because the medium, email, had become ineffective.

SEARCHING FOR A SOLUTION

Our team collaborated with both clients and searched for a solution that met their needs and overcame the challenges raised. Once we decided to communicate internally via SMS, setting up weekly and monthly campaigns became the next priority.

WHY TEXTING?

For the average email user, many emails remain unopened. An SMS strategy was chosen because, compared to email, text messages have an almost 100% open rate.

CRAFTING THE SMS CAMPAIGN FOR NIȽ TU,O

Remarkable communications professionals now send a weekly text message to all NIȽ TU,O staff members, which includes a URL link to the weekly staff newsletter. This entire process involved:

• researching possible solutions
• testing multiple software platforms
• selecting a platform and setting up SMS messaging accounts
• troubleshooting the systems
• adding and managing a contact list
• drafting message information,
• and creating recurring campaigns tailored to the specific needs of each organization.

(Shown above, a preview of NIȽ TU,O’s Internal Staff Newsletter sent out weekly)

KEEPING STORYTELLING ALIVE WITH THE W̱SÁNEĆ LEADERSHIP COUNCIL

For the WLC, we used a similar SMS strategy. The launch of this SMS campaign was so successful that we expanded it to include audio updates for both community members and internal leaders. Each month we meet with every staff member at the WLC to record an audio update on information, events, and notices happening via voice memo. Remarkable’s Project Manager, Eli, receives these audio files and then edits them to include an audio introduction by the Board Members or Director of Operations at the WLC. Finally, the audio file is compiled and converted into an easily clickable link, which is texted to recipients once a month.

Storytelling has been an important means of communication for W̱SÁNEĆ community members for millennia. By sending important updates via audio, the WLC leadership began receiving information in a format that honours the strong oral tradition of the Coast Salish people.

DIGITAL INNOVATION = IMPROVED INTERNAL COMMUNICATIONS

The SMS strategy helped to mitigate NIȽ TU,O’s challenges with email overload, decreasing the number of emails received by staff weekly. Our solution also improved internal communication by allowing all notices and information to reach staff in a more timely manner. As a result, staff are better able to answer community members’ questions about social media updates, events, contests, and other important information, all while ensuring enhanced connectivity within the organization.

Similarly, by capturing voice memos Remarkable Communications honoured Coast Salish oral tradition while delivering essential updates to leadership at the WLC. This innovative approach reduced email overload and fostered a deeper sense of cultural connection within the organization.

CONCLUSION

Remarkable Communications’ strategic use of SMS messaging and audio updates proved effective in addressing the internal communication obstacles faced by the W̱SÁNEĆ Leadership Council and NIȽ TU,O Child and Family Services Society. By leveraging technology and preserving oral traditions, Remarkable Communications kept staff members, leadership and community informed, connected, and engaged.

The Remarkable team looks forward to continuing to support both W̱SÁNEĆ Leadership Council and NIȽ TU,O Child and Family Services Society, in keeping the tradition of storytelling alive by enhancing internal and external communications efforts.