INTERNAL AND EXTERNAL COMMUNICATION - lgbti-era.org

1 1 INTERNAL AND EXTERNALCOMMUNICATION2 TABLE OFCONTENTSTABLE OF PURPOSE OF PRINCIPLES OF BUSINESS ELECTRONIC COMMUNICATION (E-MAILCORRESPONDENCE)..5 STAFF TOOLS FOR INTERNAL (DOCUMENTS)..7 EXTERNAL EXTERNAL OF MOBILE ELECTRONIC EXTERNAL PURPOSE OF COMMUNICATIONThe main purpose of COMMUNICATION from the standpoint of the organization is its and EXTERNAL communicationareconsidered to be very important resourcesof corporate COMMUNICATION is information and ideas exchange withinthe organization itself, while EXTERNAL COMMUNICATION means exchange of information bothwithinthe organization itself and outside the is of vital importanceto achievingERA-LGBTI Equal Rights Associationmission and purposeof this manual is to ensurethatERA-LGBTI Equal RightsAssociationcommunication is consistent, coordinated, efficient.

2 And that it meets various needsofallinterested manual will ensurethat accurateandgood-quality informationaboutERA-LGBTI Equal Rights Associationprogramsistimely and efficiently communicatedto the COMMUNICATION strategy will combine various means and ways of COMMUNICATION in order toprotect the integrity ofERA-LGBTI Equal Rights Association, as well as to promote the valueson which our organization based its vision and BUSINESS COMMUNICATIONE mployees ofERA-LGBTI Equal Rights Association, whose jobrequires correspondence withvariousinterested parties, should havein mindbasic principlesof business COMMUNICATION :-efficiency and promptness:it is important to respond to a received letter/e-mail as soon aspossible (within 24 hours).

3 When it is not possible to give a complete response, apreliminary response should be sent with a note that a complete response will be sent in atimely manner-truthand validity :all presentedinformation should be valid,documented andbased onfacts-reliability and confidentiality:impliesconstant and securefunctioning of correspondenceand regardless of the subject matter of the correspondence,the obligation not to disclosetrade secrets and confidential information-conciseness and clarity:implies that it should beconciselyand clearly, preciselyandunequivocally pointedoutin a letter/e-mail what one wants, decides, COMMUNICATIONI nternal COMMUNICATION isinformation exchange within the organization.

4 Messages can beexchanged via personal contact, telephone, e-mail, intranet (the website accessible only byemployees) etc. INTERNAL COMMUNICATION as a way of information exchange within theorganization can bevertical, horizontal and COMMUNICATION helps employees in performing their work, developing a clear sense oforganization mission and identifying andpromptly dealing with potential Equal Rights Associationinternal communicationis organized in the followingmanner:-vertical ( COMMUNICATION between employeeson different hierarchical positions)-downward executivedirectors, management, officers, assistants-upward assistants, officers, management,executivedirectors-horizontal ( COMMUNICATION between individuals on the same hierarchical positions)-diagonal situations(when vertical (upward and downward) channels have to be filled)InERA-LGBTI Equal Rights Associationinternal COMMUNICATION isestablished via variouschannels: e-mail, staff meetings,and onlinetoolsfor information exchange (Google Calendar,and GoogleDrive).

5 INTERNAL ELECTRONIC COMMUNICATION (E-MAILCORRESPONDENCE)As one of the channels of INTERNAL COMMUNICATION inERA-LGBTI Equal Rights Associationthee-mail is inERA-LGBTI Equal Rights Associationhave business e-mail addresses-Signatures inERA-LGBTI Equal Rights Associatione-mailsare uniform andtheycontain the followinginformation (first name, last name, position, business mobile phonenumber, e-mail, the name of organization, address, telephone number and office e-mail,contact phone, link to the organization social network page).6 STAFF MEETINGIn order to exchangeinformation, plan and coordinate program activities, once a week or moreoften if it is necessary, staff meetings are person who schedules a meeting via e-mail informs all employees that are supposedto attend the meeting;-Ina meeting invitation e-mail the purpose of the meeting should be stated;-Scheduled time and topic of the meeting are entered into organization Google Calendar;-For each meeting a person who will keep minutes is appointed;-Afterthe meeting,minutes are forwarded to every employee via e-mail.

6 -The person who sendsminutes, files it into Google Drive folder Minutes and in theappropriate subfolder depending on the meeting topic (subfolders Management , Finance andAdministration , Programs ; inside the subfolder Programs there arefolders for each individual )-Minutesdocumentis named as a file in the following (day,month,year)_initials of the person who createdminutes templateis stored on:-ERA-LGBTI Equal Rights Associationserver, folder Media , subfolder Templates ,subfolder Minutes -Google Drive, folder Minutes ONLINE TOOLS FOR INTERNAL COMMUNICATIONFor the purpose of better information exchange and activities coordination, employees ofERA-LGBTI Equal Rights Associationuseonline tools: Google Calendar and Google Drive(Documents).

7 GOOGLE CALENDAR-All dates and deadlines regarding project activities are entered into Google Calendar;-Google Calendar contains sub-calendarsassociated with individual programs (..), non-project activities and the staff calendar;-Employees enter the information about the absence from work in the staff calendar(personal time off, annual leave, sick leave, seminars, );-Employees enter the information about meetings, attending conferences and otheractivities in Google DRIVE (DOCUMENTS)In order for employees ofERA-LGBTI Equal Rights Associationto access documentsnecessary for successfulperformance, the accessto the necessary documents is enabled viaGoogle employees can create their own folder and documents in Google Drive an share them COMMUNICATIONW hile in INTERNAL COMMUNICATION information flow goes upwards,downwards, horizontally anddiagonallywithin the organizational structure, in EXTERNAL COMMUNICATION the informationexchange goesboth within the organization and outside of it.

8 Organizations communicate withthe outside world on a daily basis. Externalcommunication can be formal and EXTERNAL COMMUNICATIONS pecial attention is paid to formal COMMUNICATION in organizations. Regardless of how it isestablished via a letter, e-mail, web, telephone or some other way the efficient externalcommunication is the first step in creating the appropriate image. Carefully created letters,reports, presentations or web pages,send the outside world an important message about the workand quality of the COMMUNICATIONA telephone conversation can frequently bethe first and the onlytime to make animpression ontheperson you are talking to, not only about the individual but also aboutERA-LGBTI EqualRights Association, so it is important toknow the rules of telephone be answered to no later than the third ring;-After the connection has been established,you should identify yourselfas well as theorganization, that is your positionin the organization;-The call is transferred to a coworker only after he/she isinformed who calls him/her.

9 -If the person who is called is not in the office or cannot answer at the time, you arerequired to write down the caller s first and last name, the institution/organization and thetelephone number;8-During the conversation, you should try tomake your voice sound as pleasant aspossible;-During a business telephone call always be professional, interested, polite and concise;-During work time, calls to friends and family should be avoided, as well as any otherprivate calls;-During a telephone conversation, special attention should be paid not to disturb the OF MOBILE PHONES-It is required to turn off the mobile phone during business meetings. It is unacceptable tomake a phone call during a meeting;-Itis inappropriate to use business mobile phone numbers for private ELECTRONIC COMMUNICATIONERA-LGBTI Equal Rights Associationencourages its employees tousealltypes of electroniccommunications and corresponding services, because they make COMMUNICATION more effectiveandefficient.

10 Electronic communications aretheproperty ofERA-LGBTI Equal RightsAssociationand it is necessary that all employees respectthe confidentiality of the organization swork and activities. Electronic correspondence is a relevant document in case of COMMUNICATION with donors, colleagues etc. depending on the topic it is requiredto put theexecutive directors,management and/or the project coordinator in Cc box ofthe mail;-If it is necessary that some other employee is acquainted with the received and sent mail,always forward the e-mail to that/those person/s;-E-mail address of the recipient is put into the box To. The field BCC is used if a messageshould be sent simultaneously to several addresses and to prevent each recipient fromseeing the other addresses to which the message has been sent.