DraftInternalISO 9001ISO 14001ISO 27001

SW-IMS-PRO-007

Communication Procedure

Version

1.0

Owner

IMS Owner

Effective Date

[TBD]

Review Date

[TBD]

Communication Procedure

Document ID: SW-IMS-PRO-007-v1.0
Effective Date: [TBD]
Review Date: [TBD]
Owner: IMS Owner
Approved by: [TBD]

1. Purpose

This procedure defines how Swedwise manages internal and external communication to ensure:

Relevant information reaches the right people at the right time
Stakeholders are informed about IMS performance and changes
Communication channels are appropriate and effective
Customer and supplier communication is professional and consistent
Crisis and incident communication is timely and coordinated
Feedback from interested parties is captured and addressed

2. Scope

This procedure covers:

Internal Communication:

IMS policies, procedures, and changes
Management decisions and strategic direction
Performance against objectives
Incident notifications and alerts
Training and awareness communications
Meeting structures and forums

External Communication:

Customer communication (service delivery, incidents, changes)
Supplier and partner communication
Regulatory and authority communication
Certification body communication
Media and public communication (crisis)
Interested party communication (environmental, community)

3. Definitions

Term	Definition
Internal Communication	Communication among Swedwise employees and management.
External Communication	Communication with parties outside Swedwise (customers, suppliers, authorities).
Interested Party	Person or organization that can affect, be affected by, or perceive itself to be affected by Swedwise's activities.
Stakeholder	Synonym for interested party.
Crisis Communication	Urgent communication during significant incidents or emergencies.
Communication Channel	Medium or method used for communication (email, meeting, platform, etc.).
Controlled Communication	Formal communication requiring approval or following defined process.

4. Communication Principles

All Swedwise communication follows these principles:

Clarity: Use clear, concise language appropriate to the audience
Timeliness: Communicate at the right time - neither too early nor too late
Relevance: Share information with those who need it, avoid over-communication
Accuracy: Ensure information is correct and factual
Transparency: Be open and honest; admit when information is incomplete
Consistency: Align messages across channels and over time
Two-Way: Enable feedback and dialogue, not just broadcasting
Cultural Fit: Align with "Make Time For The Good" values and learning organization culture

5. Internal Communication

5.1 Internal Communication Channels

Swedwise uses the following internal communication channels:

Channel	Purpose	Frequency	Owner	Audience
All-Hands Meetings	Company updates, strategic direction, performance	Quarterly	CEO	All staff
Management Team Meetings	Strategic decisions, resource allocation, policy approval	Bi-weekly	CEO	Management Team
Department Meetings	Operational coordination, team updates, planning	Weekly or bi-weekly	Department Head	Department members
Discipline Forums	Technical knowledge sharing, problem-solving	Monthly	Forum Lead	Forum members
Email Announcements	Policy changes, important notices, event invitations	As needed	Varies	Targeted or all staff
Intranet / Collaboration Platform	Document access, reference information, async updates	Continuous	IMS Owner / IT	All staff
Team Chat (e.g., Teams/Slack)	Daily coordination, quick questions, informal updates	Continuous	Self-organized	Varies by channel
1-on-1 Meetings	Performance coaching, individual development, feedback	Monthly or as needed	Manager	Individual employee

Selection Guidance:

Urgent or critical: Email + chat + phone/video call
Complex topics requiring discussion: Meeting (video/in-person)
Reference information: Intranet/document repository
Quick coordination: Chat

Policy and Procedure Updates

When IMS policies or procedures are created or updated:

Step 1: Draft Approval

IMS Owner or document owner completes draft
Reviewed and approved per Document Control Procedure (SW-IMS-PRO-001)

Step 2: Communication Plan

Determine audience (all staff, specific roles, specific departments)
Assess impact (minor update vs. significant change requiring training)
Select communication channels

Step 3: Notification

Email announcement to affected audience with:
- Summary of change and reason
- Link to updated document
- Effective date
- Contact for questions
- Training requirements (if applicable)
Post on intranet/document repository
Mention in next department meeting or all-hands if significant

Step 4: Confirmation and Training

Acknowledgment required for critical policy changes (email confirmation or training completion)
Training session scheduled if change is complex or affects many
Follow-up reminders for non-responders

Responsibility: IMS Owner coordinates; document owner provides content.

Management Review Results

After each Management Review (see SW-IMS-PRO-005):

Communicate:

Summary of IMS performance (objectives, metrics, audit results)
Key decisions made (policy changes, resource allocation, priorities)
Actions assigned (what, who, when)
Opportunities for improvement

Audience: All staff (summary); specific teams (detailed action items)

Channel: Email summary + all-hands meeting highlight + intranet posting

Timing: Within 2 weeks of management review meeting

Responsibility: IMS Owner prepares summary; CEO or management representative delivers.

Incident and Non-Conformity Communication

When significant incidents or non-conformities occur:

Immediate Notification (within 1 hour for critical incidents):

Notify affected staff and management
Provide initial assessment and containment actions
Set expectation for updates
Use email + chat + phone for urgency

Ongoing Updates (during incident response):

Regular status updates (frequency based on severity)
When resolved, communicate resolution and lessons learned
Transparency about impact and corrective actions

Post-Incident Communication:

Lessons learned shared with relevant teams
Process improvements communicated
Recognition for effective response (positive reinforcement)

Responsibility: Incident Manager (see SW-IMS-PRO-003); IMS Owner for IMS-wide lessons.

Objective and Performance Communication

Quarterly Performance Updates:

Progress toward IMS objectives
Key performance indicators (quality, environmental, security)
Trends and areas of concern
Successes and wins (celebrate progress)

Channel: All-hands meeting + email summary + intranet dashboard (if available)

Responsibility: IMS Owner compiles; CEO or department heads present.

5.3 Strategic and Operational Communication

Management Team to Organization

All-Hands Quarterly Meetings include:

Business performance and financial overview
Strategic initiatives and priorities
Organizational changes (structure, roles, new services)
Market updates and customer wins
Recognition and celebrations
Q&A session (open dialogue)

Format: Video conference (all locations); recorded for later viewing

Preparation: CEO sets agenda; management team contributes content; IMS Owner includes IMS update.

Department Communication

Department Meetings (weekly or bi-weekly) cover:

Project status and customer updates
Resource allocation and scheduling
Operational issues and problem-solving
Policy/procedure updates relevant to department
Training and development opportunities
Individual recognitions and team wins

Format: Video conference or in-person; informal but structured

Responsibility: Department Head facilitates.

Discipline Forum Communication

Monthly Forum Sessions provide:

Technical deep-dives and case studies
Vendor updates and new features
Problem-solving and peer support
Certification and training coordination
Knowledge repository updates

Format: Virtual or in-person; presentation + discussion

Responsibility: Forum Lead organizes; members contribute.

5.4 Employee Feedback Mechanisms

Two-way communication is essential. Employees can provide feedback through:

Formal Channels:

Annual employee surveys (engagement, satisfaction, suggestions)
Performance review discussions (1-on-1 with manager)
Management review input (solicit improvement suggestions)
Internal audit interviews (confidential feedback on IMS)

Informal Channels:

Direct conversation with manager or leadership (open-door policy)
Improvement suggestion form (SW-IMS-FRM-002)
Team retrospectives (project or sprint reviews)
Discipline forum discussions

Anonymous Channel:

Anonymous suggestion box or online form
For sensitive issues or whistleblowing (if needed)

Response Commitment:

Formal suggestions acknowledged within 5 business days
Decision or action communicated within 30 days
Aggregate feedback shared (e.g., "Based on employee feedback, we are...")

Responsibility: IMS Owner manages improvement suggestions; HR manages employee surveys; managers handle 1-on-1 feedback.

5.5 New Employee Communication

New employees receive communication during onboarding (see SW-IMS-PRO-006):

Welcome package (company overview, values, org chart, key contacts)
IMS overview and mandatory training
How to access documents and policies
Communication channels and norms (chat etiquette, meeting culture)
Who to ask for help (manager, mentor, HR, IMS Owner)

Responsibility: HR coordinates logistics; manager provides role-specific orientation; IMS Owner provides IMS materials.

6. External Communication

6.1 Customer Communication

Service Delivery Communication

Project Kickoff and Onboarding:

Project manager or consultant introduces Swedwise approach
Establishes communication plan (frequency, channels, contacts)
Sets expectations (response times, escalation paths)

Ongoing Project Communication:

Regular status updates (weekly or as agreed)
Issue and risk escalation (proactive, not reactive)
Change requests and approvals (documented)
Milestone and deliverable confirmations

Service Completion:

Handover documentation and knowledge transfer
Satisfaction feedback request
Closure communication and invoice

Responsibility: Project Manager or Consultant (customer-facing role).

SaaS Service Customer Communication

For Swedwise Communications SaaS service:

Onboarding Communication:

Welcome email with service overview and contacts
Onboarding schedule and expectations
Platform access and credentials
Support channel information

Operational Communication:

Service status updates (if issues or maintenance)
Performance reports (monthly or quarterly SLA reports)
Feature updates and enhancements
Security advisories (if relevant)

Support Communication:

Ticket acknowledgment (within SLA - 15 minutes for critical)
Status updates during incident resolution
Resolution notification and closure
Satisfaction survey post-resolution

Planned Maintenance:

Advance notice (minimum 5 business days for planned maintenance)
Maintenance window details (date, time, duration, expected impact)
Reminder 24 hours before maintenance
Completion notification

Responsibility: SaaS Operations Manager; Customer Success team.

Customer Incident Communication

When incidents affect customers (service outage, data issue, security event):

Immediate Notification (within SLA - e.g., 15 minutes for critical):

Acknowledge incident
Initial assessment of impact
Expected resolution timeline (or next update time)
Workarounds if available

Ongoing Updates:

Regular updates (every 1-2 hours for critical; every 4 hours for major)
Progress on resolution
Revised timelines if resolution delayed

Resolution Communication:

Confirmation service restored
Root cause summary (brief, customer-appropriate)
Preventive actions to avoid recurrence
Apology and acknowledgment of impact
Compensation or credit (if contractually required)

Post-Incident Review (for major incidents):

Detailed incident report (if customer requests)
Lessons learned and improvements

Responsibility: Incident Manager coordinates; Customer Success communicates to customer; management involved for major incidents.

6.2 Supplier and Partner Communication

Routine Supplier Communication

Onboarding:

Supplier requirements and expectations (quality, security, environmental)
Communication and escalation contacts
Performance review schedule

Ongoing:

Regular check-ins (quarterly or as agreed)
Performance feedback (based on evaluations - see supplier management procedure)
Change requests and order communications
Issue escalation (service quality, delivery delays)

Review:

Annual supplier performance review
Contract renewal discussions
Improvement opportunities (collaborative)

Responsibility: Department Head or Procurement Lead (if designated); IMS Owner for IMS-related supplier requirements.

Critical Supplier Communication (e.g., OpenText, Cloud Provider)

Strategic Suppliers require elevated communication:

Executive-level relationship management
Quarterly business reviews
Advance notice of major changes (on both sides)
Collaborative roadmap planning
Joint customer success initiatives

Responsibility: CEO or Management Team member for strategic relationships; operational teams for day-to-day.

6.3 Regulatory and Authority Communication

Proactive Compliance Communication

Regulatory Reporting:

Required reports submitted on time (environmental, tax, labor, etc.)
Accurate and complete information
Retention of submission records

Regulatory Inquiries:

Respond promptly and professionally
Coordinate response (IMS Owner + legal/external advisor if needed)
Provide requested documentation
Follow up as required

Responsibility: IMS Owner coordinates; CEO or Management Team approves formal responses; external advisors consulted for legal/complex matters.

Incident Reporting to Authorities

Data Breaches (GDPR):

If personal data breach likely to result in risk to individuals:
- Notify Swedish Data Protection Authority (IMY) within 72 hours
- Notify affected data subjects without undue delay (if high risk)
- Document breach details (who, what, when, impact, response)
Follow GDPR breach notification requirements
Template and process documented in Incident Management Procedure (SW-IMS-PRO-003)

Environmental Incidents:

If significant environmental impact occurs (spill, contamination, etc.):
- Notify relevant environmental authority
- Document incident and response
- Cooperate with investigation
(Note: Low likelihood for Swedwise office-based operations)

Other Incidents:

Serious workplace injury: Notify Arbetsmiljöverket (Work Environment Authority) if applicable
Financial irregularities: Notify Skatteverket (Tax Agency) if fraud suspected

Responsibility: CISO for data breaches; Environmental Lead for environmental incidents; CEO for other regulatory reporting; always consult legal advisor for significant incidents.

6.4 Certification Body Communication

ISO Certification Audits:

Coordinate audit scheduling (annual surveillance, recertification)
Provide requested documentation and evidence
Facilitate auditor access to staff, facilities, systems
Respond to non-conformities and observations
Maintain certification records

Ongoing Communication:

Notify certification body of significant organizational changes (ownership, scope, locations)
Request guidance on interpretation of standards (if needed)
Submit corrective action evidence post-audit

Responsibility: IMS Owner is primary liaison with certification body; CEO approves significant communications.

6.5 Crisis and Media Communication

Crisis Definition: Significant incident threatening reputation, operations, or safety:

Major data breach or security incident
Severe service outage affecting multiple customers
Legal or regulatory action
Negative media attention
Workplace emergency

Crisis Communication Protocol:

Step 1: Activate Crisis Team

CEO, affected department heads, IMS Owner, CISO (as relevant)
Determine if external advisors needed (legal, PR)

Step 2: Internal Communication

Brief all staff on situation (facts, response, what to say/not say)
Designate spokesperson (typically CEO)
Instruct staff to refer media inquiries to spokesperson

Step 3: External Communication

Customers: Proactive notification with facts, impact, actions
Media: Prepared statement (if media inquiry); proactive release (if warranted)
Authorities: Notification if required
Partners/suppliers: Inform if they are affected or need to respond

Step 4: Ongoing Management

Regular internal updates to staff
Monitor media and social media
Update external communications as situation evolves
Document all communications for post-crisis review

Step 5: Post-Crisis Communication

Resolution announcement
Lessons learned (internal)
Reputation repair actions (if needed)

Key Principles:

Speed: Communicate quickly with initial facts; avoid information vacuum
Honesty: Admit what is known and unknown; never mislead
Empathy: Acknowledge impact and concern; apologize where appropriate
Control: Single spokesperson; consistent message

Responsibility: CEO leads crisis communication; IMS Owner supports; external advisors engaged as needed.

Environmental Interested Parties:

Local community (if office impacts neighbors)
Environmental advocacy groups (if relevant)
Industry environmental initiatives

Communication Topics:

Environmental policy and commitments
Carbon footprint and reduction initiatives
Waste management and recycling efforts
Participation in environmental programs

Channels:

Website (public environmental policy and performance)
Sustainability report (annual or biennial, if published)
Direct engagement (if specific inquiries or partnerships)

Responsibility: Environmental Lead prepares content; CEO approves public communications; Marketing/Communications handles website publication.

Social Responsibility:

Community involvement (sponsorships, volunteering)
Diversity and inclusion initiatives
Ethical business practices

Communication: Via website, social media, or direct outreach as appropriate.

7. Communication Planning for Significant Changes

When significant changes occur (new service, office relocation, major policy change, organizational restructure):

Step 1: Develop Communication Plan

Define:

What: Key messages (what is changing, why, when, impact)
Who: Audiences (staff, customers, suppliers, public) and priority order
When: Timeline and sequencing (who learns first, when to announce publicly)
How: Channels and methods for each audience
Who Communicates: Spokesperson or responsible person
Feedback: How to capture and address questions/concerns

Step 2: Execute Communication Plan

Typically: Internal before external (staff learn first)
Typically: Affected parties before general announcement
Prepare FAQs and talking points
Ensure consistent messaging across channels

Step 3: Monitor and Adjust

Track feedback and questions
Address misinformation or concerns
Adjust messaging if needed
Confirm understanding (especially internal)

Responsibility: Change initiator (e.g., CEO for strategic change, IMS Owner for IMS change) creates plan; relevant parties execute; IMS Owner provides template and guidance.

8. Communication Matrix - Interested Parties

Interested Party	Interest/Expectation	Communication Topics	Frequency	Channel	Responsible
Customers	Service quality, reliability, security, value	Project status, incidents, changes, performance reports, invoicing	Ongoing, per agreement	Email, meetings, portal, phone	Customer Success, Project Managers
Employees	Job security, development, fair treatment, voice	Strategy, performance, policies, changes, recognition	Ongoing, regular meetings	Email, meetings, intranet, chat	Management, IMS Owner, Managers
Management Team	Business performance, compliance, risk	Financial results, IMS performance, risks, decisions needed	Weekly, quarterly	Meetings, reports	CEO, IMS Owner, Dept Heads
Suppliers/Partners	Fair contracts, timely payment, collaboration	Orders, performance, issues, opportunities	As needed, quarterly reviews	Email, meetings, phone	Procurement, Dept Heads
Certification Body	IMS compliance, evidence	Audit findings, corrective actions, organizational changes	Annual audits, as needed	Email, audit portal, meetings	IMS Owner
Regulatory Authorities	Legal compliance	Required reports, incident notifications, responses to inquiries	As required by law	Official channels, email	IMS Owner, CEO, Legal Advisor
Shareholders/Owners	Financial return, growth, risk management	Financial performance, strategic direction, major decisions	Quarterly, annually	Board meetings, reports	CEO, CFO
Local Community	Environmental impact, good neighbor	Environmental performance, community involvement	Annually, as needed	Website, direct engagement	Environmental Lead, CEO
Job Candidates	Employer brand, opportunities	Culture, values, job openings, employee value proposition	Ongoing	Website, job ads, social media, interviews	HR, Managers
Media	Newsworthy developments	Company news, crisis response, thought leadership	As warranted	Press releases, interviews, social media	CEO, Marketing/Comms

9. Communication Effectiveness Evaluation

Communication effectiveness is evaluated through:

Feedback Mechanisms:

Employee surveys (do you feel well-informed? Can you find information you need?)
Customer satisfaction surveys (communication quality)
Internal audit interviews (were you aware of policy X?)
Incident reviews (was communication timely and clear?)

Metrics:

Email open rates (for important announcements)
Intranet page views (are people accessing documents?)
Meeting attendance (engagement in forums, all-hands)
Time to acknowledge critical communications (for mandatory acknowledgments)
Misunderstandings or repeated questions (indicates unclear communication)

Continuous Improvement:

Annual review of communication channels and effectiveness
Adjust frequency, format, or channels based on feedback
Incorporate lessons from communication failures (e.g., incident where stakeholders felt uninformed)

Responsibility: IMS Owner evaluates internal communication effectiveness; Customer Success evaluates customer communication; report findings in management review.

10. Roles and Responsibilities

Role	Responsibilities
CEO	- Lead all-hands meetings and strategic communication - Approve major external communications - Serve as primary spokesperson in crisis - Ensure communication aligns with "Make Time For The Good" values
Management Team	- Communicate decisions and strategic direction - Cascade information to departments - Provide input for all-hands meetings - Approve communications affecting their areas
IMS Owner	- Coordinate IMS-related internal communication - Communicate policy/procedure updates - Prepare IMS performance summaries - Liaison with certification body - Maintain this procedure - Evaluate communication effectiveness
Department Heads	- Facilitate department meetings - Cascade information from management team - Communicate operational updates to team - Manage customer/supplier communication for their areas
Discipline Forum Leads	- Facilitate monthly forum sessions - Communicate technical updates to forum members - Coordinate with IMS Owner on training and knowledge sharing
Customer Success / Project Managers	- Primary customer communication for projects and services - Escalate customer issues and feedback - Ensure consistent, professional customer communication
CISO	- Communicate security incidents and advisories - Lead communication for data breach notifications - Coordinate security-related external communication
Environmental Lead	- Communicate environmental performance and initiatives - Engage with environmental interested parties
HR (if designated)	- Coordinate employee engagement surveys - Manage candidate and recruitment communication - Support onboarding communication
All Employees	- Read and acknowledge important communications - Provide feedback through designated channels - Represent Swedwise professionally in external communication - Escalate questions or concerns to manager or IMS Owner

11. Communication Tools and Platforms

Current tools (update as platforms change):

Tool	Purpose	Owner/Administrator
Email (Microsoft 365)	Formal announcements, external communication	IT / IMS Owner
Microsoft Teams	Team chat, video meetings, collaboration	IT
SharePoint / OneDrive	Document repository, intranet	IT / IMS Owner
[TBD - CRM]	Customer communication tracking	Sales / Customer Success
[TBD - Ticketing System]	Customer support communication	SaaS Operations / Support
[TBD - Project Management Tool]	Project communication and status	Project Managers
Phone System	Voice communication, urgent contact	IT
Website	Public information, marketing, recruitment	Marketing / IT

Access and Training: All employees trained on communication tools during onboarding; IT provides support and updates.

12. Records to Maintain

Record	Retention Period	Location	Owner
All-hands meeting agendas and notes	3 years	[TBD]	CEO / IMS Owner
Management team meeting minutes	5 years	[TBD]	CEO
IMS communication announcements (policy updates)	3 years	[TBD]	IMS Owner
Customer communication (project status, incidents)	Duration of contract + 3 years	[TBD - CRM]	Customer Success
Regulatory communication and reports	7 years or as required by law	[TBD]	IMS Owner / CEO
Incident communication logs	5 years	[TBD]	Incident Manager
Crisis communication records	7 years	[TBD]	CEO
Employee survey results	5 years	[TBD]	HR / IMS Owner
Certification body correspondence	Duration of certification + 3 years	[TBD]	IMS Owner