Situation

Over the past 12 months a Midlands based Fire Service had seen a significant increase in user usage of Microsoft communications channels, predominantly Microsoft Teams. However, they had not yet defined a clear M365 communication channel strategy to manage this.

As there was not yet a strategy in place to define the use of their Microsoft communication channels, a considerable amount of content was being published multiple times into many Microsoft Teams channels. Their ~1700 users were using (Microsoft) Teams extensively – for all company communications – and thereby their Yammer usage dropped.

Task

risual worked with the communications team to define a communication channel strategy for the Fire Service. This involved mapping out their current state, documenting pain points and issues, and planning out their future state based on where they would like to be, and what communications channels they would like to take advantage of.

Action

The Fire Service wanted to make use of other communications channels (their company Intranet and Yammer) as well as (Microsoft) Teams. risual helped to build out a roadmap/plan to accommodate for this, producing graphics and a report to show the purpose for each channel, and the benefits to the wider organisation.

Result

With a well defined and clear communications strategy, the Fire Service can more easily manage the communications channels within the organisation, and provide a simplified and modern communications experience for their users; reducing the number of notifications and duplication, and staff uncertainty around where to find company news, information and documents. The Fire Service also intend to look at their M365 governance model, and have asked risual to continue supporting them in their journey to their desired state.

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