Episode 174: Digital communications at work: Designing channels people actually use

Every year organizations pour money and resource into employee communications – launching new apps, newsletters, channels and campaigns. And yet, employees still struggle to find information, feel connected to colleagues, and work out what matters. Maybe the answer isn’t yet another channel but a more coherent communication ecosystem.

In this episode of Digital Workplace Impact, DWG CEO Nancy Goebel talks with Sharon O’Dea and Jonathan Phillips, co-authors of the book Digital Communications at Work, about how to optimize digital channels so that people start to use, value and trust them.

Sharon and Jonathan introduce their five-layer model – Plan, Collaborate, Publish, Distribute and Discuss – and explain why the process of publishing does not equal communication. They explore how discovery and user needs should shape channel choices, why adoption matters more than launch, and how leaders should move beyond vanity metrics to measuring outcomes and impact.

The conversation also examines how AI is reshaping digital communications. From personalization and planning, to analysis and employee feedback, its potential extends far beyond merely generating copy. But realizing that potential requires human judgement, accurate source content, ownership and strong governance.

For digital workplace practitioners and leaders, this episode offers a practical way to rethink channel strategy, adoption, measurement and AI governance. Listen for ideas that can help you build a more joined-up communication ecosystem and deliver greater value for employees and the organization.

Guest speakers:

Sharon O'Dea

DWG member alumna, author and co-founder of Lithos Partners

Jonathan Phillips

Author and co-founder of Lithos Partners

Sharon and Jonathan are co-authors of Digital Communications at Work.

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