Key highlights you missed at the Internal Communications Conference at Microsoft’s HQ

Hundreds of communications professionals gathered at Ragan’s Internal Communications Conference in Redmond, Washington to gain actionable insights, learn new strategies and network with peers.

Speakers dove deep into the nitty-gritty of internal comms, covering everything from the role of AI to the critical importance of strong leadership. Speakers also discussed RTO challenges, brainstormed creative solutions, and explored how to weave compelling brand stories that resonate with both employees and customers. Diversity, equity, inclusion and belonging initiatives were another hot topic with top communicators sharing their successes and lessons learned.

Now, let’s catch you up on what you missed:

The role of AI in communications

• Microsoft’s CCO Frank Shaw said that AI can serve in many ways to help internal communicators, including as a sparring partner, a critic and a guide for content. Comms pros should seek out AI as a helper and augmenter.
• “Less is more — write as if every word costs a thousand dollars,” Jenny DeVaughn of ADP said. “If you tell your ChatGPT prompt this, you will find out how many words are unnecessary.”

Empowering mindsets

• “One thing you can do to help communicators to become more change competent is use the word ‘when’ not ‘if.’,” said keynote speaker Deborah Gilboa, a resilience and development expert known as “Dr. G.” “If sends a signal to the brain that something is a failure, when says it’s inevitable and positions you.”
• Ashlee Davidson of Lockheed Martin talked about the “Mamba Mentality,” a term coined by Kobe Bryant, which embodies the constant pursuit of becoming the best version of oneself and a growth mindset. “Instead of focusing on the result, focus on the process,” she said. “What are the tools, the technology, the processes you need to be focused on today, tomorrow next year to ensure that you can be the best athlete (communicator) as time moves on.”

Navigating internal and external communication

• Rotem Slupski of Sheba Medical Center reminded us that the phrase “internal communications” is a scam. Everything goes external, so be prepared and smart with what you say.
• Keynoter Dr. Kalahn Taylor-Clark, who works with Social Business Innovation at Merck Pharmaceuticals, spoke about the four-part framework that guides how and when communications are made at Merck. They ask:
  • How does this impact our stakeholders?
  • Have we earned the right to comment?
  • How does this relate to our purpose?
  • Can we drive meaningful change?

Wellbeing and values in crisis comms

• “Tell yourself it’s not all bad and find the joy… crisis communications can be draining,” Elizabeth Clements, vice president of university communications at DePaul University, said. “That’s what it feels like for you, but that’s not what it feels like to everyone in your organization. Remind your leadership that the joy is still happening, and remind your team, because they’re feeling exhausted as well.”
• Amira Barger of Edelman cited their Trust Barometer to explain that most people love DEI. It is a small, vocal group that does not -– but it is still hugely popular among the general population.
• “A decade of rapid growth calls for an upgrade: our systems must adapt to meet our employees’ evolving needs,” Lisa Worthington of T-Mobile said.
• Vanessa Charles of Takeda urged communicators to integrate communication and goals that center on the wellbeing of remote employees to create lasting and strong bonds, in addition to the myriad of work-related comms they receive.
• “Crisis communication isn’t just about dousing fires, it’s also about communicating your organization’s values,” Assaf Kedem of BNP Paribas said.

Isis Simpson-Mersha is a conference producer/ reporter for Ragan. Follow her on LinkedIn.