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ETHIOPIAN RAILWAYS CORPORATION (ERC)

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May, 2018

INTERNAL AND EXTERNAL COMMUNICATION PROCEDURE

(SOP)

ADDISABABA, ETHIOPIATEL.01114702058/702051

P.O.BOX 27558/1000 FAX 011-4702044

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DOCUMENTED INFORMATION CONTROL SCHEDULE

Name of department: Quality management system improvement project

office
Documented information type: SOP

Documented information ref: ERC_QMS_SOP_IEC_01

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Prepared By: Hewan Getachew
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Signature:
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Reviewed By: Quality management system improvement project

office
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Signature:

Approved By: CEO

Signature
Approval Date

Controlledcopy: circulationauthorizedby the Quality management system improvement

project office

Company proprietary information

Prior to use, ensure this document is the most recent revision. To request change, submit a
document change request to the document control representative.
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ACRONYM

Acronym Explanation
ERC Ethiopian Railways Corporation
ISO International Organization for Standardization
IEC Internal And External Communication
QMS Quality Management System
CEO Chief Executive Officer
QMSIPO Quality Management System Improvement Project
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Office
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QEH&S Quality, Environmental, Health & Safety

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1. PURPOSE
The purpose of this procedure is to provide guide lines and instructions for
communicating the effective ness of the integrated management system , including
quality, environmental and health and safety requirements ,objectives, achievements
as well as product and process performance information.

2. DEFINITION
Communication - The process of transmitting ideas, thoughts, information, etc.
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between and among people within an organization and external parties
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3. APPLICATION & SCOPE

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Communication received from employees and all components of public, including

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customers, media, environmental groups, local agencies and internal communications

generated to external parties concerning ERC’s Quality Management System and the
requirement of ISO 9001:2015 standard.

4. REQUIREMENTS
4.1. Top Management is required to:
o Maintain a record of formal environmental communications and the
responses.
o Authorized and maintain a record of official correspondence relating to
policy and related issues.
o Provide advice on content of communications to official correspondence
relating to the QEH&S maters.
4.2. The Management Representative is required to:
o Communicate progress toward QEH&S objectives and targets.
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o Report relevant site-based QEH&S performance information.

4.3. Employees are required to:

o Communicate issues affecting the company’s QEH&S policies
o Communicate the performance of the QEH&S quality management
system to the line manager.

4.4. Services provided by the Communications Department include:

4.4.1. Media Relations
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All media (newspapers, TV and radio) queries should be referred
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immediately to Communication team.

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4.4.2. Strategic communications

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o Development and implementation of communications strategies.

o Advising on the most effective techniques to engage with
stakeholders and communicate your message.

4.4.3. Internal communications

Production of e-briefs, staff newsletters and implementation of other
communications initiatives to keep staff up to date with ERC news
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4.4.4. Quality print and design

Management of all quality design and print projects, publicity and
promotional materials, posters, information leaflets and newsletters
to ensure consistency with ERC’s corporate identity guidelines

4.4.5. Event management

Management of all major ERC events including visits, launches,
exhibitions and conferences
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4.4.6. Digital Media
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Development of the ERC’s web and social media content

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4.4.7. Public Affairs

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Support to ERC staff in any engagement with public representatives.

4.4.8. Ensuring consistency of messages

Support to ERC staff in ensuring consistency of response in dealing
with clients and members of the general public.

4.4.9. Advertising
Managing all press, broadcast, outdoor and convenience advertising
campaigns and facilitating production of DVDs and other promotional
items

4.4.10. Awards
Promoting internal award schemes such as Employee of the Month
and the Annual Staff Awards etc. Staffs are encouraged to participate
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in these activities which help to communicate a positive corporate

image of ERC.

4.4.11. Photography
All photography bookings must be made through the communications
department. Communications staff can also manage your photo call
to maximize subsequent publicity opportunities.

5. PROCESS
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5.1. INTERNAL COMMUNICATION
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Where information for dissemination becomes available to the line manager, it is

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communicated to the employees at the next valuable team briefing or meeting.

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Where employees have particular requirement for improving their environmental

awareness due to the nature of their activities, suitable workshops are organized.
Internal communication on an on-going basis and is achieved through various
mechanisms that include, but are not limited to:
o Team meeting and briefings
o Training sessions
o Display boards
o Computer network /internet/e-mail
o Corrective and preventive actions
o Internal memorandums/latters
o Minute of meetings
o The corporate policy and objectives are documented in the integrated system
manual
o The corporate policies are communicated via display boards and training
sessions
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o quality system documents are controlled documents

o Current version of documents are communicated to personnel via a controlled
document distribution list
o The quality system procedures are communicated through internal training
sessions.
The management representatives have the overall responsibility for insuring
the information and the data about performance and effectiveness of the
quality management system are reported to the management. This includes
the distribution of all applicable documents, reports and records to
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appropriate functions.
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o The performance of quality management system is reported via audit

reports
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o Audit reports are presented at management review meetings

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5.2. EXTERNAL COMMUNICATION

All formal QEH&S communications are authorized prior to release. Appropriate
advice is sought on the content and dissemination of all formal external
communications. Consideration is given to the attribute of the communication
media.

All external communications regarding ERC’s significant QEH&S aspects, policies,

objectives and targets are forwarded to the management representatives.
External communications are categorized as the following from external
stockholders.
o Email
o Telephone calls
o Latters
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o Written requests for information

o Questionnaires on environmental performances

In each case the following information Is recorded and stored as record:

o Cate of communication
o Name of the person
o Address(if relevant)
o Contact details e.g. telephone number and email
o Type of enquiry e.g. compliant
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o How the communication was received e.g. letter, email or phone call
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o And brief detail of the response

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Responses to external communications are recorded if they are transmitted by

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email or letter. In each case the response is stored as record. All external
communication records are stored in accordance with the document and the
record control procedure.

5.3. CUSTOMER COMMUNICATION

ERC has determines and implements effective arrangements for communicating
with customers in relation to product information, enquires, contracts, or order
handling, including amendments and customer feedback, including customer
complains. This process ensures adequate understanding of the needs and
expectations of interested parties and translation into organization requirements.
This process includes the identification and review of relevant information to
actively involve customers and other interested parties. Example of relevant
process information includes but not limited to:
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o Requirement of the customer and other interested parties

o Market research, including sector and end-user data
o Contract requirements

5.4. MEDIA HANDLING PROTOCOLS

5.4.1. Principles
The ERC is committed to providing a comprehensive media
management service. The ERC will ensure that in all dealings with the
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media, the integrity of customers, clients and staff shall be maintained,
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and that all communications will be carried out in a professional,

courteous and timely way.
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5.4.2. Responding to Media Queries

Media queries can come from a variety of sources - newspapers and
magazines as well as television and radio. They also operate at
different levels - local, regional, national and international. Regardless
of the source of the query, all staff must follow these guidelines to
ensure responses that accurately reflect the views of the ERC.

o All media queries should be referred immediately to the

communications team. This includes requests to
interview/film/photograph patients in wards/facilities.

o All staff should inform the communications team of any contact

with the media. Any questions relating to the ERC should be passed
to the communications team immediately without comment.
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o The response will be collated by the directorate communications

manager and signed off in agreement with the chief executive,
deputy chief executive, appropriate director, or designated
member of staff.

o Other organizations who may be impacted by the ERC response will

be notified of the query prior to release of the information.

o The response will be issued in recognition of media deadlines,

where reasonable notice has been given.
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o All media queries and responses will be logged.

o Request to interview/film/photograph patients or clients in

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wards/facilities will only be granted once consent has been given

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by all relevant parties e.g. patient/client, or family as appropriate;

ward/facility manager; consultant in charge of care.

o The communications manager responsible for handling the query

shall take further action as necessary.

o Communications Managers shall be mindful of the importance of

legislation such as the Data Protection Act which governs the
sharing or disclosure of any information.

5.4.3. Requests for Information

All contact with the media, even if it seems a routine request for
information should be referred immediately to the communications
team. In line with data protection legislation, client information must
not be shared with a member of the press.
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5.4.4. Pro-Active media

o The communications team shall be solely responsible for

generating all contact with the media. This will ensure a consistent
and accurate approach.

o The appropriate communications manager will be responsible for

developing news releases, in conjunction with the service director
or designated officer. All press releases must be approved by the
relevant director, or designated officer, before issue.
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o The communications team will be responsible for issue of press

releases/statements to the media.
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o The communications manager, in conjunction with directorate staff

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will collate background information as required.

o The communications manager will prepare staff for media

interviews, including provision of briefing materials and interview
technique training as required.

o The communications team will keep a record of all media coverage

to assist in audit and evaluation processes.

5.5. DEVELOPING A COMMUNICATIONS STRATEGY

On a regular basis issues/situations will arise which will require either a reactive or
proactive communication strategy. Examples of this include, service
developments, changes to ERC services, new initiatives, promotion campaigns and
so on.
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These issues may originate from any aspect of ERC business and it is important
that they are dealt with in a timely and professional manner.
The following steps should be considered:

I. Step 1: Identify the issue and impact on ERC Business.

II. Step 2: Identify a Communication Sub-group if required
III. Step 3: Identify the objectives of the communication strategy
IV. Step 4: Identify the “message” to be communicated.
V. Step 5: Identify the target audiences/stakeholders.
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VI. Step 6: Agree budget
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VII. Step 7: Define the channels of communication.

VIII. Step 8: Develop action plan and timetable.
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IX. Step 9: Evaluations.

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5.5.1. Strategy Objectives

o It is important to set measurable objectives
o The objectives of communication strategy may be to:
o Inform, provide information
o Raise awareness
o Provide or receive feedback
o Negotiate, explain circumstances or resolve conflict

5.5.2. Message
o Thoroughly planned
o Clear
o In an appropriate language for the targeted audience
o Timely
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o Accurate
o Consistent

Audience/Stakeholders
ERC has a number of stakeholders both internally and externally and is committed
to developing positive relationships with them.

Channels of Communication
It is necessary to identify the best ways to reach the target audience.
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Communication channels may include face to face meetings, leaflets, posters,
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staff briefings, internet, intranet, newspapers, radio, TV, public meetings and
lobbying.
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5.5.3. Action Plan/Timetable

o Who is the target audience
o What has to be communicated
o What is the most appropriate communication channel(s) to use
o Who is communicating the message
o When should the message be delivered

An action plan should adopt Action Time Frame Responsibility Status update /
the following format:- Target Communication success criteria
Audience Channel

Internal Audiences

External Audiences
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5.5.4. Evaluations
It is important to evaluate the effectiveness of the communication and act
on the findings. Monitoring feedback will help evaluate the success of a
communications strategy.

5.5.5. Design & Print

Design and print can be used in many ways to promote the work of the
ERC amongst its audiences e.g. through reports, newsletters or leaflets.
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However in order for publications to communicate your message, it is
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important that they are used effectively.

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The information should be:

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o Readily available.
o Attractive and interesting.
o Relevant and useful.
o Understandable.
o Accurate and credible.
o All publications must reflect the Trust corporate image using the logo
in the correct way and Arial font in minimum size 12. The
Communications Team can advise on corporate identity guidelines.
o When commissioning design and print, the Trust must use suppliers
from an agreed list. The Communications Team can co-ordinate the
tender process, liaise with design and print companies and help with
copy writing and proof reading.

These guidelines aim to ensure that all ERC publications are

appropriate, of high quality and user friendly.
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5.5.6. Before You Start

 Check that the publication is necessary.
 Identify available funding.
 Identify your target audience and quantity required.
 Decide how you will distribute the publication.
 Select a medium that best suits your target audience and available
resources (e.g. newsletter, flyer, poster, report).
 Decide if the materials will be produced in-house or by an external
supplier.
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 Contact the Communications Team to discuss your requirements and
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complete a print specification form.

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5.5.7. Compiling Your Information

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 Ask colleagues and a sample of your target audience what information

should be included.
 Compile information in an accessible format, considering visual
impairment and learning disability.
 Use plain English, short sentences and paragraphs
 State that the document can be made available in alternative languages
or formats on request.
 Check that content is accurate and up to date.
 Check material for clarity, grammar and spelling.
 Date the document.
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5.5.8. Layout
 Avoid too much detail and clutter on a page.
 Use photos and illustrations where appropriate and sensitively
representing the topic.
 Use positive images, particularly of minority groups who may face
discrimination.
 Caption photos.
 Use a clear and attractive format.
 Pilot materials where possible for presentation, clarity, style and
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usefulness.
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5.5.9. Distribution
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 Implement a distribution plan.

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 Put a pdf of the document on to the ERC website and Intranet.

 Send a copy to the ERC Information Governance and Records Manage.

The Communications Team can advise on each stage of this process and
liaise with designers and printers on your behalf.

5.6. VERIFYING EFFECTIVENESS

The effectiveness of communication is evaluated on an on-going basis, through
management reviews, employ survey, audit and informal discussions. The
effectiveness of the communication process is determined by:

 Interviewing employees to determine the awareness of policies, objectives and

management performances.
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 Evaluate non-conformity to determine whether they are linked to poor internal

communication

 Evaluate the relevance and dates of displayed information

 Examine the feedback mechanisms within the organization
 Evaluate training and induction programs within the organization
 Viewing minute of meetings containing items of internal communication.

5.7. SUGGESTIONS AND FEEDBACK

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Personnel at all levels are encouraged to report problems related to QMS and to
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offer suggestions on how to improve performance. Employees may communicate

these problems and suggestions to their supervisors through suggestion forms or
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corrective /preventive action requests.

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5.8. REVIEW
The effectiveness of our communication process is assessed during review meetings.
New communication strategies and process are implemented where appropriate.

5.9. FORMS AND RECORDS

All documentation and records that are generated by this process are managed in
accordance with the document data control and control of records procedure.

 champion and facilitate the ethos of staff involvement within the ERC; and
 ensure that all employees receive consistent messages