As a professional internal communicator, it can be easy to forget the rules of communication. Internal feels "safer" but it rarely is with an audience of 60,000+ employees. Building appropriate, relevant, and exciting content on our internal platform requires an authenticity you can't get when communicating externally. Everyone reading your writing shares one key experience with you: being employed by the same company.
Have you ever asked someone, "What do you do every day?"
It's a daunting question to ask and to receive. It exposes gaps of productivity, illuminates the blurring of days together. It's a scary one, but one my team and I asked 35 sales reps over the course of months of calls.
Being in sales enablement, we often don't truly understand the mind of a sales rep. We have an idea in our heads--an antiquated Alec Baldwin meme of Always Be Selling--but not what it really means to be in sales in the 21st century. It was time to get to know our audience.
Regardless of what type of tool we're working on, chances are you need to teach people how to use it. Whether that's sales enablement tools like a playbook or marketing tools like a digital platform, there's always a case for self-service. Today, we all crave the simplest, low-touch experience possible. That's the beauty of the mobile age. But translating that into enablement isn't so easy.
So, how do we enable self service across the business? What does it really mean?