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Many times, when we talk about internal communications, we are thinking about employees who are typing away at their desks or sitting in a cubicle with their laptops. Or, given the current circumstances, you might as well be imagining them sitting on a couch at home, in their pajamas, checking emails and attending Zoom calls. But these employees only constitute 20% of the actual working population.
The remaining 2.7 billion people, according to a report by Emergence Capital, are “deskless” workers who have to step out of their homes almost every day to be physically present at work. Like the clerk at the downtown grocery store, the barista at your favorite coffee shop, the Amazon delivery executive, and the nurses at your local hospital, all of whom, in all likelihood, may not even have a corporate email address.
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Communicating with these folks at the frontline can be more challenging than with your desk workers, but this shouldn’t in any way stop you from reaching out to them. Just like your desk-bound workers, even your frontline workers need to be informed about company policies. They need to be updated about the company’s performance; receive organization-wide recognition for their efforts; share their opinions; and communicate with their managers and other team members. On top of it, since your frontline employees are also the face of the organization, their knowledge of the company and its offerings and their levels of satisfaction will have a direct impact on your customer experience and your company’s reputation.