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https://www.nationalacademies.org/trb/events

Improving Internal Communications with SHA Employees

Approximately 20 years ago, the Maryland State Highway Administration (SHA) conducted a research project to audit its internal communications processes. Many of the concerns identified in that study still exist today. The challenge the agency is facing is a large portion of its employee population are frontline workers who do not have indoor offices equipped with computers nor access to work phones. Their offices are our roadways. While the challenges are similar, there are more options to make improvements, With advancements in technology and a changing workforce, there are many more tools and resources available for the agency to communicate with its more than 3,000 employees spread across the state. SHA’s Office of Communication would like to conduct a study that examines the current methods used to reach employees to provide internal announcements such as training opportunities, HR information and agency accomplishments; hear what information employees want to receive and how they want to receive it; and identify strategies and best delivery methods to reach frontline employees effectively to ensure that every employee regardless of where they work has access to essential agency communications. This research will review the previous research and surveys to assess the recommendations provided and develop new recommendations for the following research questions: • How is SHA communicating internally with office staff and those in the field, many without regular access to work phones and computers? • What are the most effective ways to communicate with facility maintenance technicians (FMTs) and other field staff? • Are field staff and office staff satisfied with the way SHA is currently communicating to them? • How do staff – field and office – want information communicated? • What information does staff want to be communicated, information to: - boost morale? - engage employees with the agency as a whole and not simply just within their departments? - ensure they are getting information that can provide employee growth and improve their quality of work / life balance? This study will help improve how SHA communicates with all employees, including front line workers, by identifying strategies based on the findings from focus groups and/or surveys. The results will lead to a more engaged workforce and ensure that essential information reaches these critical employees.