Blog Post

By: Nick Thiriot

Note: The opinions expressed are those of the author alone and do not reflect an institutional position of the Gardner Institute. We hope the opinions shared contribute to the marketplace of ideas and help people as they formulate their own INFORMED DECISIONS™.

Utah stands out among states for its ability to come together across ideological spectrums and address important issues impacting its citizenry. We call it “The Utah Way”, and it’s supported by decision-makers having access to independent, relevant, and understandable research. The University of Utah’s Kem C. Gardner Policy Institute is Utah’s preeminent public policy institute and a vital gathering place for thought leadership that develops the research our leaders utilize and rely on. Our success in helping shed light on these important issues is attributable to several core policies, including superb communications as one of the Gardner Institute’s foundational pillars.

As the Institute’s Communications Director, I have had the privilege of helping develop and implement key components of our communications strategy over the past 10 years that have been crucial to our mission of service to Utah. While strategies may vary depending on specific institutional needs, certain policies and procedures can arguably be applied to all organizations regardless of size, mission, or scope of work. I have summarized these principles using the acronym “COMMS”, which have each helped guide our work at the Gardner Institute.

Communicate via a Multi-Pronged and Diverse Approach – At the Gardner Institute, we communicate our research via a wide-ranging and diverse set of tools. In addition to standard social media channels (Facebook, LinkedIn, Instagram, Twitter, etc.), a well-maintained website, and news releases released regularly and promptly, the Institute has recently launched a podcast titled “Informed Discussions”, which helps highlight our research and key topics addressed at events, major convenings, and in our publications. Similarly, the Institute has created videos that seek to inform both policymakers and the public about the most critical economic and demographic trends. Finally, regular blogs that highlight our research and provide our staff with the opportunity to share their thoughts on important topics provide rich content to help further Institute messaging and focus areas.

Operationalize Consistent Style Guidelines – The Gardner Institute utilizes a house style guide that informs our team on best practices when conducting both research and day-to-day operations. It includes writing guidelines, publication processes, standardized color schemes, and instructions for how to summarize reports in an “Analysis in Brief” that accompanies every report. This summary is critical for policymakers to receive “top sheet” results on research topics in an easily readable and abbreviated format. Operationalizing consistent guidelines is imperative when working with a large staff. This allows our team to speak with a consistent voice and effectively communicate our research findings.

Magnify Individual Expertise and Community Partnerships – More often than not, a public policy entity will rely on key people to share its work or comment on timely policy issues. The Gardner Institute has found great success in lifting our research team and their work on behalf of Utahns. Team members at all levels are given opportunities to speak to media outlets about their research, attend conferences and presentations, and represent the Institute when working with community partners. To help them do this, our team is given media training and other tools to better speak on behalf of the Institute. Similarly, our community partnerships provide invaluable support in amplifying our research. We encourage shared responsibilities when releasing work that has been co-sponsored by a community partner. We actively collaborate with these partners and others on events that convene experts who can address important issues and help transform the Institute into a vital gathering place for thought leadership. Finally, any public policy institute or entity that is part of a larger university community should most certainly tap into the resources afforded by this affiliation. The Gardner Institute is fortunate to be a part of the University of Utah and be housed in the David Eccles School of Business. The core goals of these institutions help guide the Institute’s work and provide invaluable support.

Maintain Excellent Customer Service – Great customer service goes beyond friendliness with visitors or helping someone find what they need (although don’t discount these attributes!). Great customer service solidifies an organizations’ standing in the community as a trusted entity with maturity and ability to succeed. This, in turn, helps the organization’s brand and opens new doors of opportunity for future partnerships and collaboration. The Gardner Institute sees itself and the beautiful mansion we are housed in as an embassy for the University of Utah in our community. As important decision-makers and community leaders convene in our space, it’s expected that our staff will address all questions, comments, or requests brought by our guests. As a result, customer service becomes a key component of effective communication.

Strongly Encourage an “All Hands-on Deck” Mentality – Every business, large or small, has specific duties and responsibilities assigned to specific team members. However, when it comes to communication-related needs such as events, messaging, and branding, all team members have a stake in the outcome. The Gardner Institute regularly engages the entire staff with the drafting and evolution of the house style guide, website, and various other best practices that are ultimately adopted. While a leadership team may have the final say or “stamp of approval”, it builds trust and respect among the staff to involve them in how the Institute conducts itself in the community. Finally, events are an invaluable communications tool for any organization, and they can require a significant commitment to execute successfully. This is why it becomes critical for team members to temporarily set aside their assigned duties when asked by a colleague to help with various event-related tasks. The Gardner Institute devotes considerable time and resources to ensuring the success of events of varying size and topic. Our team stands ready to assist with both minor and larger tasks, including welcoming guests, setting up or taking down materials, or even participating in the events themselves to share their research and expertise. This mentality further helps our team feel a sense of ownership of the Institute’s success as a trusted gathering place for thought leadership in our state.

Superb communication goes beyond what is written on a page or seen on a screen. It’s the primary method by which an organization or business can convey expertise, trustworthiness, and commitment to service. The Kem C. Gardner Policy Institute adheres to superb communications not just as a foundational pillar, but a central component in our day-to-day operations. It’s how we can say that we are an honest broker of INFORMED RESEARCH, which guides INFORMED DISCUSSIONS, and leads to INFORMED DECISIONS™.

Nick Thiriot is the Communications Director at the Kem C. Gardner Policy Institute.