About the Episode
About the Episode:
In this episode of The Hidden Gem, Maya Demishkevich talks with Carrie Pitts-Densmore, VP of Enrollment and Marketing at Johnson Community College about transforming internal communications. Carrie shares her experience over the last three years in centralizing communication efforts, enhancing transparency, and building trust across departments. Discover how these initiatives have shaped a more informed and engaged campus community.
Key Takeaways:
- Learn how Carrie tackled decentralized communicatios by conducting audits and centralizing efforts, leading to a more streamlined and efficient communication process across campus.
- Hear about the introduction of a weekly president's newsletter and a new faculty newsletter, which have significantly reduced redundant emails and improved overall communication flow.
- Discover the tools and systems used to manage internal communications, such as ticketing systems, digital monitors, and a consistent branding approach through Canva.
- Find out how creating a culture of trust, rather than just seeking "buy-in," has allowed the college to implement new processes and systems effectively.
- Get insights on breaking down communication silos with cross-departmental committees, open-door policies, and new initiatives like the "Johnson Community College 101" guide.
Episode Summary
From Chaos to Centralized Communication
Carrie shares how internal communications at Johnson Community College were fragmented when she first joined, especially during the height of COVID. Communication was decentralized, and there was no consistency in messaging across campus. Over the past three years, Carrie and her team worked to centralize communications, starting with including the Public Information Officer (PIO) in leadership meetings and moderating the flow of campus-wide emails. By taking a more strategic approach, they developed a robust system to streamline information.
Implementing New Tools and Processes
To reduce the redundancies and inefficiencies, Carrie introduced several new tools and systems. Johnson Community College now uses a CRM for both external and internal communications, reducing the number of one-off emails sent to students and staff. Newsletters tailored for different audiences, such as the President’s weekly newsletter, have also become a cornerstone of their communication strategy. A ticketing system allows different departments to submit requests in a structured way, which Carrie’s team evaluates based on strategic goals like enrollment, retention, or community engagement.
Brand Consistency and Visual Identity
Carrie emphasizes the importance of internal branding and consistency. Using Canva, her team created branded templates for various departments to maintain a cohesive visual identity across internal communications. This helps build brand recognition internally while making sure that even if messages are sent externally, they remain aligned with the college’s visual standards.
Building Trust, Not Buy-In
Carrie challenges the common notion of "getting buy-in" for new processes. For her, it's less about universal agreement and more about building trust in the system. By demonstrating the value of changes over time, employees begin to trust the new communication processes. She highlights how trust is earned when teams see positive results from new strategies, and people start engaging more with the system rather than resisting it.
Strategic Content Delivery and Audience Engagement
When it comes to deciding which communication channels to use for different messages, Carrie prioritizes based on the size and relevance of the audience. For example, events that affect the entire campus community are communicated through multiple channels—newsletters, monitors, and event calendars. However, more niche messages, like information for specific clubs, are targeted to the relevant audiences using the CRM’s segmentation features. This strategic approach minimizes inbox clutter while ensuring that everyone gets the information they need.
Open-Door Policy and Transparent Leadership
Transparency is a core value at Johnson Community College, and Carrie highlights how their leadership, including the president, maintains an open-door policy. Whether through town hall meetings or digital suggestion boxes, the college actively encourages feedback and input from staff. They even post cabinet meeting minutes online to ensure that everyone is informed about key decisions and developments. This openness has helped improve trust and communication across departments.
Looking Ahead: Continuous Improvement and Cross-Silo Communication
Carrie and her team are continually improving internal communications by restructuring committees to foster cross-departmental dialogue. One exciting project underway is the creation of a comprehensive guidebook, JCC 101, that will outline essential information about every department for new employees. This resource will help break down silos and improve the flow of information across campus, contributing to a more engaged and informed community.
Connect With Our Host:
About The Enrollify Podcast Network:
The Hidden Gem: Marketing Community Colleges is a part of the Enrollify Podcast Network. If you like this podcast, chances are you’ll like other Enrollify shows too!
Some of our favorites include Visionary Voices: The College President’s Playbook and Confessions of a Higher Ed CMO.
Enrollify is produced by Element451 — the next-generation AI student engagement platform helping institutions create meaningful and personalized interactions with students. Learn more at element451.com.
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