Effective staff communication directly impacts operational performance. When employees receive clear, timely information about their shifts, responsibilities, and workplace updates, they show up prepared and engaged. When communication fails, the consequences ripple through the business—missed shifts, confusion, duplicated effort, and frustrated employees. Yet many businesses treat communication reactively, addressing problems as they arise rather than building systematic approaches that prevent issues.
Planning your communication strategy for the year ahead ensures you have the right channels, processes, and technology to keep your workforce informed and connected. This guide helps Australian businesses assess current communication effectiveness, identify improvement opportunities, and build plans that support better performance. Whether you manage a small team or coordinate staff across multiple locations, strategic communication planning delivers measurable benefits through reduced no-shows, faster shift fills, and improved staff engagement while supporting Fair Work compliance requirements.
Quick summary
- Audit current communication channels and their effectiveness
- Match channels to message types for optimal reach and engagement
- Set measurable goals for communication improvement
- Invest in technology that enables consistent, timely communication
Assess your current communication effectiveness
Before planning improvements, understand what's working and what isn't:
Channel inventory
List all channels currently used—email, SMS, app notifications, notice boards, verbal communication, messaging apps. Note which channels are official versus informal. Identify any channel sprawl creating confusion.
Reach and engagement
How many staff actually receive and read messages? Check app adoption rates, email open rates, and response times. Low engagement on important channels signals problems needing attention.
Timeliness issues
Do staff receive information when they need it? Late roster publication, last-minute changes, and delayed responses create operational problems. Track timing-related complaints and incidents.
Consistency across locations
Do different locations or managers communicate differently? Inconsistency creates confusion and fairness issues. Staff should receive similar communication experience regardless of who manages them.
Common communication problems to address
Most businesses struggle with similar communication challenges:
Information overload
Too many messages cause staff to tune out. When everything is flagged urgent, nothing is urgent. Review message frequency and consolidate where possible. Reserve urgent channels for genuinely urgent matters.
Channel fragmentation
Information scattered across multiple channels means staff miss important messages. They check email but not the app, or vice versa. Consolidate official communications to primary channels that staff consistently use.
Manager inconsistency
Different managers communicate differently—some over-communicate while others share nothing. Staff receive different experiences based on their manager. Use HR software to standardise expectations and provide training.
Poor timing
Messages sent at inconvenient times get buried. Roster changes at 11pm, bulk emails on weekends, important announcements during peak periods. Plan message timing for maximum visibility and minimal disruption.
No confirmation of receipt
Sending a message doesn't guarantee it was received or read. Without read receipts or acknowledgment systems, you can't verify critical information reached staff. This creates risk for important communications.
Build your channel strategy
Different messages require different channels. Match channels to message types:
Push notifications
Best for urgent, time-sensitive information—shift changes, urgent fill requests, important alerts. Shift notifications ensure staff receive updates immediately. Requires staff to have app installed and notifications enabled. Reserve for genuinely urgent matters.
SMS
Reliable for reaching staff regardless of app adoption. Good for urgent communications and shift reminders. Higher open rates than email but limited message length. Consider costs at scale.
Suitable for detailed information, policy updates, and communications requiring documentation. Not ideal for urgent messages. Good for reference material staff may need to revisit.
In-app messaging
Keeps work communications separate from personal channels. Good for routine updates, roster publication, and shift-related conversation. Requires app adoption across workforce.
Team meetings
Essential for complex information requiring discussion, Q&A, and buy-in. Can't reach all staff simultaneously in shift-based environments. Combine with written follow-up for documentation.
Notice boards
Physical or digital boards work for persistent information staff need ongoing access to. Not suitable for time-sensitive messages. Keep updated and uncluttered to maintain relevance.
Set measurable communication goals
Define what success looks like for your communication strategy:
Engagement metrics
Target specific improvements in message open rates, app adoption, and response times. If current app adoption is 60%, target 85% by mid-year. Track progress monthly to maintain momentum.
Operational outcomes
Link communication to operational metrics. Target reduced no-show rates, faster shift fills, fewer scheduling conflicts. These outcomes demonstrate communication's business value beyond soft measures.
Employee feedback
Include communication questions in engagement surveys. Track satisfaction with information timeliness, clarity, and channel convenience. Employee perception matters alongside technical metrics.
Process goals
Set targets for communication processes—roster publication timing, manager training completion, channel consolidation. Process improvements enable outcome improvements.
Invest in communication technology
The right technology makes effective communication achievable at scale:
Integrated platforms
Systems that combine rostering, time and attendance, and communication ensure staff have one place to check for work information. Integration reduces confusion from multiple disconnected tools.
Read receipts and tracking
Know when critical messages have been received and read. This enables follow-up with staff who haven't acknowledged important communications. Essential for compliance-related messages.
Mobile-first design
Most frontline staff access information via smartphones, not desktops. Ensure communication tools work well on mobile devices with intuitive interfaces. Poor mobile experience reduces adoption.
Scheduled messaging
Send messages at optimal times rather than when you happen to create them. Schedule shift reminders, roster publications, and announcements for times when staff are likely to see them.
Targeted communication
Send messages to relevant groups rather than all staff. Location-specific announcements, role-based updates, and team communications reduce noise for staff who don't need the information.
Frequently asked questions
What should a staff communication strategy include?
An effective strategy includes channel selection for different message types, frequency guidelines, escalation procedures, measurement metrics, and technology requirements. It should address both operational communication like rosters and shifts, and engagement communication like updates and recognition.
How do you choose the right communication channels for staff?
Match channels to message urgency and type. Urgent operational messages need push notifications or SMS. Routine updates work via email or app announcements. Consider workforce demographics, device access, and work patterns when selecting channels.
What are common staff communication problems?
Common problems include information overload, inconsistent messaging across managers, missed urgent communications, over-reliance on single channels, and poor timing of messages. These issues lead to missed shifts, confusion, and disengagement.
How do you measure communication effectiveness?
Track metrics like message open rates, response times, no-show rates, shift acceptance speed, employee survey feedback on communication, and reduction in clarification requests. Compare before and after implementing communication improvements.
What role does technology play in staff communication?
Technology enables consistent, timely communication at scale. Features like push notifications, read receipts, and integrated messaging ensure messages reach staff and you can verify receipt. Good technology reduces reliance on informal channels that create inconsistency.
How often should you communicate with staff?
Balance enough communication to keep staff informed without creating overload. Operational messages like rosters should follow consistent schedules. Announcements and updates should have purpose rather than being sent for the sake of communication.
How do you improve communication across multiple locations?
Standardise communication processes across locations while allowing local flexibility for specific needs. Use technology that provides visibility across sites. Train managers consistently on communication expectations and provide templates for common messages.
How should you handle urgent staff communications?
Use multiple channels simultaneously for urgent messages. Require read confirmation for critical communications. Have escalation procedures when staff don't respond. Keep urgent messages brief and action-focused. Reserve urgent channels for truly urgent matters to avoid alert fatigue.
Related RosterElf features
Communicate better with your team
RosterElf provides integrated communication tools that help Australian businesses reach staff reliably with push notifications, SMS, and in-app messaging.
- Push notifications and SMS integration
- Read receipts and delivery confirmation
- Integrated with rostering and time tracking
Disclaimer: This article provides general guidance only and does not constitute business or legal advice. Communication requirements vary by industry and circumstances. Always verify current requirements using official Fair Work Ombudsman resources and consult with qualified professionals for specific business decisions.
