Communication - Policy and Procedures

Communication Management
Purpose

This policy provides details of XYZ Pty Ltd (XYZ) approach to communication.

The purpose of the policy is to provide principles to guide the communication practices of XYZ staff.

This policy applies to all XYZ staff.

Policy and Procedures

Our information management policy considers:

 Continuous improvement – to streamline our policy and improve the effectiveness of our
internal and external communication
 Technology – to apply latest technology to our communication effort
 Compliance – with relevant legislation and regulations
 Consistency – we speak with one voice to reflect our values and to ensure our message is
correct and consistent

Communication channels include:

 Print – press releases, marketing material

 Website
 Social media platforms – LinkedIn, Facebook, Instagram
 Surveys to clients, suppliers and staff
 Emails
 Mobile
 Video
 Internal newsletters and bulletins
 Shared drives

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Communication - Policy and Procedures

 CRM
 Financial management system

The following applies:

 Each area manager is responsible and accountable for the way communication is managed in their
department.
 The HR manager is responsible for training all XYZ staff on communication practices
 The area manager approves communications from their department, except essential press
releases or communication with key stakeholders
 All information used for external communication must follow XYZ’s communication and marketing
guidelines

In our communication we value:

 Understanding and respect for diversity

 Professional demeanour
 Respect for differences of opinions
 A civil work atmosphere

Responding to communication

Generally, respond using the same method as the original communication (eg if you receive an email,
reply by email).

Timeframes

Respond in the following timeframes wherever possible:

 Email same day

 Social Media same day
 Memos within three (3) working days of receipt
 Letters within three (3) working days of receipt
 Telephone calls within 2 hours (business days)

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Communication - Policy and Procedures

Communication formats

 Use the Style Guide in the Marketing Policy for specific presentation guidelines.
 The following general guidelines apply:
o Use courtesy titles (Mr, Ms, etc) in the inside address of external correspondence. Use the
addressee’s first name if the person is well-known to you.
o Do not use courtesy titles in the close of external correspondence.
o Do not use courtesy titles in internal correspondence (memos and emails).
o Letters should close with Yours sincerely if the addressee’s name is shown in the inside
address; Yours faithfully if the addressee’s name is not shown in the inside address.

Inclusive language

 Comply with cultural protocols by using correct titles, e.g. Aunty, Uncle, Misses.
 Use non-sexist and non-racist language by:
o avoiding male-dominated terms. For example, use ‘chair’ or ‘chairperson’ instead of ‘chairman’.
o eliminating the unnecessary use of the person’s gender, e.g. ‘female manager’
o avoiding the use of pronouns such as ‘he’ or ‘she’. Use ‘their’ instead of ‘his’ or ‘her’.

Signatures

The Area Managers are responsible for correspondence in their departments. They may authorise
supervisors to sign standard communication in some circumstances.

External Communication – Approval

All external communication must be approved by the Marketing Manager. Please refer to the Marketing
policy.

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