You're struggling to manage supply chain risks. What communication tools can help you succeed?

If you want to cast the widest net, you have to be available on the greatest number of platforms. You still need to consider your audience, though. Are they using email primarily, or do they engage with social media frequently? Even if you think it's only one platform, you need to still offer multiple avenues. There are two key benefits to doing this. 1. You will likely capture attention of customers you did not expect! Many people rely on more than one form of communication for engagement, so you shouldn't limit yourself to just one source. 2. Even if you do not see much engagement across those platforms, you provide the impression that you are available and current with customer engagement.

You never want to be in a position where you are confusing the message. Keep it consistent and frequent, which means you need to communicate internally first before you can hone your external outreach. Have a plan, have assigned roles, and keep the channels open. Encourage questions from all parties, and revise the plan as necessary along the way. In this sense, it's about the journey, not the destination, because communication is a never-ending journey!

One of the most overlooked aspects of interaction is communication training! In order to keep the messaging consistent and streamlined, you need to ensure that all your team members are on the same page. Whether it involves the platform, the tools, or the message itself, you should never assume that your team has the same protocols in mind.

We have a system message that sometimes shows up for our customers that has a number of internal names among the support team. Previously, we had not communicated how to address this with our customers, and the various language often led to confusion, stress, and even complaints among our users. We updated our training material to address this specific area of concern. Consequently, we have not heard any negative customer feedback since implementing this training. Even the smallest detail can have long-lasting effects on the overall customer experience!

For me, this is less about a tool and more about who needs what information and what the impact might be/is of the supply chain risks we are facing. Once we have that it is then about selecting the right approaches to address the risks. That could include daily, weekly and monthly reporting. It might also include creating small contingency teams made up of suppliers, buyers and customers who would be able to generate ‘branches and sequels’ to the existing procurement plan that address each of the risks. Visual and written communication would support monitoring of the risks and also the progress of solutions that address the risks.