員工不坐班，如何保障知情權

????如果您的公司業務依賴眾多的外送司機、廚師、服務員、零售促銷員、現場技術人員或其他整天四處走動的員工，下面這個發現或許會讓您大吃一驚：大多數此類員工都希望您能告訴他們更多信息。

????這項發現來自于一項針對“不坐辦公室”員工的最新調查,調查選取的是一些員工規模超過1,000人的美國公司。高達84%的受訪者表示，他們沒有從公司高層那里獲得充足的信息。75%表示，公司在向他們傳達一些政策和目標的變動方面做得還不夠。差不多相同比例的受訪者（74%）表示，公司高層“持續的”信息傳遞對他們很重要，就算這樣的信息傳遞不是經常進行。

????有兩件事可能導致這些員工感覺自己被遺忘在了黑暗里：83%的人不在本公司的電子郵件系統中，雖然超過1/3的人（38%）表示，他們希望能被加入。因此，他們無法通過這種方式獲得公司高層發出的備忘錄；73%的人表示，他們依靠直接主管來獲取相關信息。

????“指望直接主管及時傳遞最新消息，理論上似乎可行，但實際上行不通，”伊麗莎白?考格斯韋爾?巴斯金稱?！笆紫?，主管的溝通能力有好有壞，因此一些重要的信息可能在轉述過程中丟失。

??? 另一個常見的問題是員工聽到消息的時間會有早晚。有些員工會比其他人早一些聽到消息，只是因為其他人的領導尚未將消息告知下屬?！?/p>

????巴斯金是亞特蘭大傳播咨詢公司Tribe Inc.的CEO，為家得寶（Home Depot）、可口可樂（Coca-Cola）、塔吉特（Target）、保時捷（Porsche）北美和其他大公司服務。一家傳播公司建議改善企業溝通，似乎頗有為己謀利之嫌?；蛟S如此吧。但是，調查結果仍值得我們思考。Tribe啟動這個項目的起因是，巴斯金在與企業高管的會面中注意到，“他們經常告訴我，”——只與總部的人進行溝通。巴斯金說，很難接觸到那些不在辦公室工作的人們。

????“這就造成了一道鴻溝，”她發現?！皩τ诳蛻舳?，服務在前沿的員工是公司的臉面?！蹦憧梢酝ㄟ^廣告和營銷投入數百萬打造一個品牌，但幾例糟糕的客戶體驗就足以毀掉它，特別是，如果這些糟糕的客戶體驗廣為傳播的話?！?/p>

????那么，對于這部分希望能直接從高層聽到更多消息的員工來說，應該如何到達呢？鑒于大多數受訪者（86%）每天都會在家上網，“你可以利用員工早已使用的一些傳播渠道，比如Twitter，”巴斯金指出?！捌髽I內部網站也是非常有效的工具?！边@項調查發現，在能夠進入企業內部網站的員工中，43%的人表示，這對于他們做好自己的工作有幫助。

????If your business depends on an army of delivery drivers, cooks, and waitpersons, retail sales staffers, field technicians, or other employees who move around all day, here's something that may surprise you: Most of them wish you would talk to them more.

????So says a new survey of "non-desk" workers at U.S. companies with more than 1,000 employees. An 84% majority said they don't get enough information from top management, while 75% said their employers aren't telling them enough about changes in policies and goals. Almost the same number (74%) said "consistent" messages from senior management, although few and far between, are important to them.

????Two clues as to why these workers feel left in the dark: 83% are not on their companies' email systems -- although more than one-third (38%) say they would like to be -- so they're not getting the memo that way; and 73% say they rely instead on their immediate supervisors to keep them informed.

????"Counting on people's immediate bosses to keep them up-to-date sounds fine in theory, but it doesn't work," says Elizabeth Cogswell Baskin. "For one thing, some supervisors are better communicators than others, so important messages can get lost in translation.

????There's also a frequent problem with inconsistency in timing. Some employees get the word about big changes before others do, simply because some bosses haven't told their people yet."

????Baskin is CEO of Atlanta-based communication consulting firm Tribe Inc., which has worked with Home Depot (HD), Coca-Cola (KO), Target (TGT), Porsche of North America, and other big outfits. If it seems self-serving for a communications company to recommend (surprise!) better communication, well, maybe so. Still, the poll results are worth pondering. Tribe embarked on the project because Baskin noticed in meetings with corporate executives that "over and over again, they'd say to me, ''Just work with the people at headquarters. It's too hard to reach the people who are out in the field,'" Baskin says.

????"That creates a huge gap," she observes. "To customers, front-line employees are the face of the company. You can spend millions building a brand through advertising and marketing, but a few bad customer experiences are enough to blow it -- especially if they go viral."

????So how do you reach those legions of workers who want to hear more directly from the top? Since most (86%) of those surveyed spend time online at home, "you can leverage communication channels your employees already use, like Twitter," Baskin notes. "Company intranet sites are also a really effective tool." Among employees with access to an intranet site, the survey found, 43% say it helps them do their jobs better.