Example: information and resources to support the implementation of communication protocols

Claire has developed a communication protocol about responding to telephone inquiries to the organisation. Claire presents the information at a staff meeting and prepares a flow chart, which outlines who calls should be forwarded to depending on the type of inquiry. She hands the chart each staff member. Claire takes questions at the meeting and adds the extension numbers of relevant staff to the flow chart to make it easier to use. She then follows up by ensuring that a copy of the flow chart is laminated next to each phone in the organisation.