7 April 2008
BAA’s robust communication for T5 employees
Continuous monitoring and review are the order of the day.
A recent article in the UK's Observer newspaper saw columnist Will Hutton let fly at both airline British Airways (BA) and airport company, BAA for the chaos at the newly opened Terminal 5.
Extensive induction supplied
The Hub wanted to know what was happening behind the scenes in terms of communication and contacted Damon Hunt, head of media – operations, for BAA Heathrow.
All BAA operational employees received extensive induction and familiarization training prior to opening.
We asked him what communication BAA had undertaken with front-line staff to prepare for the opening. “All BAA operational employees received extensive induction and familiarization training prior to opening,” Hunt says.
“Daily pre-shift briefings took place (and continue to take place) ensuring operational teams are kept informed. Where appropriate, we work closely with BA and our stakeholders to ensure messages are aligned.”
Continually reviewed communications
Once the problems at Terminal 5 began to emerge Hunt says BAA was prepared. “We have well-established communication channels – both internal and external – to communicate with our employees and stakeholders during day-to-day operations and during a crisis.”
Going forward BAA will continue to use its robust communication strategy for all employees. Hunt says this is “continually measured and reviewed and includes regular face-to-face briefings with our operational teams.”
Enhance engagement
A news article on the Hub last week also mentioned the recent Heathrow Terminal 5 problems.
Wendy Fencl, leader of employee engagement and senior consultant at training and consulting firm, BlessingWhite, suggested at an event in Chicago, that had BAA's employees been more engaged in the new Terminal's opening, and the company changes that surrounded it, the problems it faced last month might have been avoided.
Imagine being in the middle of a crisis situation such as the one at T5 – how well prepared would you be?
Have your say
Imagine being in the middle of a crisis situation such as the one at T5 – how well prepared would you be? Do you have a crisis communication plan and carefully crafted process standing by?
Who would you draft in to help – would your communication team be expected to shoulder the burden, or would you feel confident about your leaders’ internal communication capabilities?
Would they simply heap on more chaos – or have they been carefully briefed about what to do in such an eventuality?
Discuss these issues with other comms practitioners by joining the Internal Comms Hub members' group on the Communicators' Network.
Other recommendations:
TOP TIPS: The 10-point guide to effective employee communication during a company crisis
TOP TIPS: 10 ways to resolve conflict
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