Improving Internal Communications
at OneChild
Organization:
OneChild
Role:
Brand and Communications
Director
Collaborators:
Leadership Team, Department Heads, Media Volunteers, Crisis Committee
Sharepoint Intranet Homepage was developed with content identified in collaboration with the Internal Communications Committee and leadership.
Challenge
As the organization expanded globally, internal communications processes struggled to keep pace—leading to delays, inefficiencies, and disengagement across teams.
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Monthly Global Updates lacked structure and consistency. Content was often late, unclear, or outdated. Media presentations required juggling multiple devices, and key updates were misaligned—resulting in confusion and reduced engagement.
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The Global Community Connection channel (a WhatsApp group) had dwindling participation, limiting the team’s ability to celebrate wins, share stories, and maintain connection across international staff.
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In moments of urgency, Crisis Communications were unclear and reactive. Roles and responsibilities weren’t defined, leading to duplicated efforts, confusion, and communication breakdowns when clarity mattered most.
The Internal Communications Charter provided direction and collaboration with the committee, staff, and leadership.
Improving Internal Communications at OneChild
Global Monthly Updates
To bring clarity and consistency to global updates, we introduced theme-based content aligned with organizational priorities—encouraging stronger cross-department collaboration and storytelling. Media volunteers were invited to recommend new tools, leading to improved presentation software and upgraded equipment. Project management was centralized in Wrike, with clearly defined tasks and roles, allowing us to prepare content—including videos and regional updates—a month in advance.
WhatsApp Group
To strengthen community across our global staff, we relaunched the organization’s WhatsApp group with renewed purpose. Framed as a space for connection, listening, and encouragement, we encouraged inclusive participation by spotlighting local stories, celebrating wins, and supporting our global network of Child Champions.
Crisis Communications
In partnership with senior leadership, we addressed inefficiencies in our crisis response process. A new RACI (Responsible, Accountable, Consulted, Informed) framework clarified roles and improved accountability. We also restructured the Crisis Communications Committee and built a custom project blueprint in Wrike to streamline communication tasks, timelines, and responsibilities—bringing order and confidence to high-pressure situations.
Created a RACI and Communications Plan in collaboration with the Crisis Communications Committee and leadership.
Results
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Global Monthly Updates: Reduced volunteers by 50% and simplified equipment from 4 computers down to one computer and mixer, improved content relevance, and strengthened organizational goal alignment; Increased collaboration through centralized project management and streamlining
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WhatsApp Global Community: Revitalized staff participation, creating a space for shared success stories, connection, and collaboration globally.
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Crisis Communications: Clarified roles and responsibilities to enable a faster, more effective response process for partners, sponsors, and the contact center
Lessons Learned
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Theme–based and streamlined processes increase engagement and ensure alignment with organizational priorities.
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Creating spaces for connection and collaboration fosters a global community.
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Clearly defined roles and responsibilities are critical for efficient communications response, ensuring that the right people have the right information at the right time.
