Welcome to Happeo Unmuted, the podcast where we go beyond best practices to explore what really connects people at work. In this episode, Jesse Bourgeault-Trickey sits down with Janna Stam to unpack the realities of measuring internal comms, the emotional weight of the role, and why communication is far more than a “soft skill.”Top 5 takeaways from Janna Stam on Happeo Unmuted:1. There’s no universal metric for internal comms successInternal communications remains a “black box” when it comes to measurement. There’s no industry-wide gold standard, only internal benchmarking. Whether it’s open rates, click-throughs, or engagement signals, progress is measured against your own historical data. Even a 2–5% lift can be meaningful. The real key is setting intentional goals and tracking movement over time, rather than chasing a mythical silver bullet metric.2. “Can you send an email?” is the biggest misunderstanding of commsThe most common request Janna hears is: “I need an email to go out.” But internal comms is far more than message distribution. It’s governance, psychology, stakeholder alignment, and cultural translation. It’s about understanding influence networks, building trust with business partners, and identifying human champions who can make a message resonate in ways a single executive email never could.3. Communication is infrastructure, not a soft skillOne of Janna’s boldest takes: communication is organizational infrastructure. It’s the framework that creates coherence between strategy, culture, and day-to-day work. When business objectives are clearly translated into department, team, and individual goals, employees feel part of something bigger. Without that connective tissue, organizations struggle with alignment.4. AI is powerful, but human judgment is the differentiatorJanna sees AI as a creative and analytical accelerator, not a final decision-maker. Yes, it hallucinates. Yes, it can sound overly confident. But that’s precisely why the “human in the loop” matters. Tone, empathy, contextual awareness, and ethical judgment remain uniquely human strengths. AI can brainstorm, summarize, and spot patterns, but it can’t sense emotional risk or navigate cultural nuance on its own.5. The emotional labor of comms is real (and rarely discussed)Internal communicators sit between executive urgency and employee uncertainty. They absorb ambiguity, misalignment, and pressure, while projecting calm and clarity. As Janna puts it, it’s like a duck gliding smoothly on the surface while paddling frantically underneath. The role requires resilience, emotional intelligence, and the ability to translate complexity into meaning, often without recognition of the toll it takes.Throughout the conversation, Jesse and Janna return to one core idea: tools, platforms, and AI matter, but people matter more. Whether it’s leveraging champions on platforms, personalizing “comms packs” across regions, or repeating foundational messages until they stick, sustainable communication is built on human trust and accountability.

Welcome to Happeo Unmuted, the podcast where we go beyond best practices to explore what really connects people at work. In this episode, Jesse Bourgeault-Trickey sits down with Maliha Aqeel to discuss several key aspects of internal communications, knowledge sharing, and digital transformation. Top 5 takeaways from Maliha Aqeel on Happeo Unmuted:1. Technology doesn’t fix communication, strategy doesOne of the biggest internal comms mistakes is relying on tools to solve people problems. Effective communication starts with understanding the audience, the purpose, and the real business impact, not launching another channel or platform.2. Comms must be strategic, not downstreamCommunications teams already have a seat at the table, but they need to use it. Comms should be involved from the start, connecting executive goals, company culture, and employee realities, and educating leaders on the strategic value they bring.3. Executive champions make or break changeSustainable communication change requires strong executive alignment. When leaders and comms teams agree on the problem—and model the behavior themselves—communication becomes clearer, simpler, and far more effective.4. Use AI responsibly with “Trust but Verify”Generative AI works best when it handles the first 70–80% of the draft, with humans refining the rest. Maliha’s “Trust but Verify” framework ensures AI output is accurate, on-brand, ethical, and accountable through systematic verification and documentation.5. Simplicity and audience focus drive real impactThe most effective communication is often the simplest. Overcomplicated campaigns fall flat, while clear priorities and a deep understanding of the audience—including the often-overlooked “silent majority”—lead to meaningful engagement and change.

Welcome to Happeo Unmuted, the podcast where we go beyond best practices to explore what really connects people at work. In this episode, Jesse Bourgeault-Trickey sits down with Priya Bates to discuss the strategic evolution of internal communications. From building courage and credibility to measuring real business impact, Priya shares her career-defining moments, common pitfalls organizations face, and why internal communicators must position themselves as part of a system for success.

Top 5 takeaways from Priya Bates on Happeo Unmuted:

1. Internal communicators need courage and accountability, not more complaintsPriya emphasizes that the profession must shift focus from complaining about lack of resources and respect to being accountable for real results. Internal communicators should focus on contributing to bottom-line outcomes and engaging employees to deliver on brand promises. She uses the quote from Albert Einstein: "the definition of insanity is doing the same thing over and over again and expecting a different result," encouraging professionals to do things differently to achieve different results.

2. Strategy must come before tactics in communicationThe biggest challenge organizations face is the knee-jerk reaction to jump immediately to tactics when communication is identified as a problem, often skipping strategy. This leads to assigning communication tasks to junior or administrative staff who lack strategic training, perpetuating recurring issues. A holistic internal communication audit provides the strategic roadmap needed to identify gaps and create consistent employee experiences.

3. Tool adoption requires more than just availabilityUsing the Field of Dreams analogy, Priya warns that simply making a tool available does not guarantee effective use or contribution to efficiencies without proper process implementation. Successful adoption requires thinking about how the tool will be used, providing training and governance, maintaining relevant content, and measuring success beyond mere clicks to focus on organizational impact.

4. Survey fatigue is actually lack of action fatigueWhat organizations call survey fatigue is really frustration over failed follow-through. Organizations either fail to act on survey results or neglect to inform employees of the actions taken. Effective reinforcement means consistent actions from leaders, highlighting recognition for achievements, and connecting requested actions with actual results—a process of showing and showcasing, not just repeating the same message.

5. Measurement is the biggest opportunity for internal communicatorsPriya advocates for using metrics to demonstrate value and build credibility, even if it starts by showing what went wrong. This includes tracking often-overlooked outcomes like improvements in safety records, reduced liability or lawsuits related to non-compliance with policies, and better alignment with organizational goals. Building credibility involves delivering on strategic projects, measuring results, and creating case studies that demonstrate the link between successful communication and business results.

Welcome to Happeo Unmuted, the podcast where we go beyond best practices to explore what really connects people at work. In this episode, Jesse Bourgeault-Trickey sits down with Claude Baudoin to discuss the intricacies of knowledge management. From identifying experts to facilitating knowledge sharing, Claude Baudoin shares common misconceptions, his real-world successes, and the importance of motivating employees and leadership.

Welcome to Happeo Unmuted, the podcast where we go beyond best practices to explore what really connects people at work. In this episode, Jesse Bourgeault-Trickey sits down with Martin Hobratschk to discuss the evolving world of knowledge management. From the balance between centralizing knowledge and empowering experts, to leveraging AI for real-time insights and driving measurable impact, this episode is packed with actionable tips for anyone looking to make knowledge work for their organization.Top 5 Takeaways from Happeo Unmuted with Martin Hobratschk1. Start with a thorough assessment and a clear strategyBefore diving into tools or processes, it’s crucial to understand what you already have. Martin emphasizes, “The first step always has to be do a real good thorough assessment of what you've got now… really understand what tools are out there, what is in those tools, what is the state of the content, and what problems it solves.” Once you’ve identified gaps, focus on solving the highest-impact problem first. Start simple and iterate. Build a roadmap not just for the next six months, but with a vision stretching out multiple years.2. Centralize knowledge but empower decentralized expertsA single source of truth is essential, but the content should come from those who have the expertise. Martin explains, “The true experts are the ones who should be responsible for maintaining that knowledge… making knowledge sharing as much as possible a function of everybody’s job.” By integrating KM into the daily workflow of subject matter experts, organizations ensure accuracy and relevance without overburdening staff.3. Measure impact, not activityCreating knowledge isn’t enough—you must track how it drives real outcomes. Martin highlights, “You can put metrics in place to say we created 2,000 new knowledge articles this year, but were they actually used? Measure how things are being used… that’s a better measure than just counting articles created.” Focus on KPIs like first contact resolution, average handle time, and customer satisfaction to demonstrate tangible ROI.4. Leverage AI to enhance, not replace, human knowledgeAI can be transformative, from surfacing relevant content to identifying knowledge gaps. Martin notes, “AI is so much more than just creating and sharing. You can use it to analyze your knowledge base, find areas for improvement, and suggest ways to improve that… but always keeping a human in the loop.” AI-powered tools can also provide real-time guidance during customer interactions, highlighting contextually relevant updates without relying solely on search.5. Cultivate a learning and knowledge-sharing cultureThe most successful KM programs come from mindset change, not just systems. Martin says, “Knowledge management is something you do for people, not to them… continuous learning is continuous improvement.” Organizations need to incentivize knowledge sharing, celebrate champions, and make learning part of everyday work. A culture that values employee knowledge translates into better service for customers and higher engagement internally.

Welcome to Happeo Unmuted, the podcast where we go beyond best practices to explore what really connects people at work. In this episode, Jesse Bourgeault-Trickey sits down with Taylor Paschal to discuss the real foundations of responsible AI in knowledge management, from dismantling knowledge hoarding culture, to empowering SMEs, to keeping a human in the loop.

5 Key Takeaways from Happeo Unmuted with Taylor Paschal

1. Knowledge management is more than a knowledge base.
   Taylor emphasizes that valuable insights often live outside formal systems — in conversations, workflows, and other resources. KM leaders should act as guides who help employees become resourceful learners.

2. ROI in knowledge management comes from connection and impact.
   Beyond usage metrics, the true return lies in reducing duplicate work, improving quality assurance, and creating feedback loops between frontline teams and product or development functions.

3. AI needs humans in the loop.
   Taylor underscores the importance of human validation and coaching to ensure AI search results remain accurate, trustworthy, and aligned with organizational standards — especially in regulated industries.

4. Accessibility is key to effective KM.
   Knowledge management shouldn’t be reserved for large enterprises. Every organization — regardless of size or budget — can adopt scalable KM practices that make knowledge more accessible and actionable.

5. KM and communications are stronger together.
   Collaboration between KM and comms teams amplifies impact. Council-style groups or communities of practice can align goals, share governance, and ensure that knowledge supports broader business objectives.

Welcome to Happeo Unmuted, the podcast where we go beyond best practices to explore what really connects people at work. In this episode, Jesse Bourgeault-Trickey sits down with Kait Gillen to discuss common misconceptions, getting a seat at the table, and the challenges that come with overlapping tools. Top 5 Takeaways from Kait Gillen on Happeo Unmuted:1. Tools can’t fix culture, but they can facilitate itKait emphasizes that culture is fundamentally intangible—it’s the shared stories, experiences, and narratives that form the “fabric” of an organization. While technology platforms can help facilitate communication and engagement, they cannot create culture from scratch or fundamentally change it. The effectiveness of tools depends on how they’re implemented, and without thoughtful use, they can even harm culture by creating misalignment or confusion. Tools are enablers, not replacements, for intentional culture-building practices.2. Simplicity and focus beat feature overloadKait notes that many platforms today offer an overwhelming array of overlapping features—HR systems that handle rewards, swag platforms that manage recognition, and knowledge tools that attempt to do everything. This can lead to confusion over which tool should be used for what purpose and reduce adoption. Her advice is to focus on doing a few things exceptionally well, rather than trying to cover every possible use case. Strong governance and clarity on scope are essential for efficiency, adoption, and preventing redundancy.3. Employee experience is a force multiplierKait frames employee experience as more than just perks or “nice-to-have” initiatives. She argues that it directly contributes to a strong, healthy culture and amplifies the impact of other strategic initiatives, similar to how diversity, equity, and inclusion act as force multipliers. Businesses often deprioritize employee experience during challenging times, but doing so diminishes engagement, inclusivity, and overall effectiveness. Investing in experience creates an environment where employees can thrive, which in turn drives better business outcomes.4. Clear communication is an act of kindnessOne of Kait’s guiding principles is “clear is kind.” She stresses that communicators must intentionally craft messages that are understandable to all stakeholders, especially non-communicators. This involves distilling complex strategies, peeling back jargon, and ensuring that messaging is actionable and accessible. Clear communication reduces confusion, fosters alignment, and builds trust, while also helping leaders send intentional signals to employees about priorities, values, and expectations.5. Every action sends a signalKait reminds us that every decision, policy, or communication sends signals to employees—whether intended or not. She encourages leaders and communicators to step back and examine the broader implications of their actions: What does this policy signal about the organization’s priorities? Does this communication reinforce the culture we want to build? By being intentional about the signals they send, leaders can ensure alignment between strategy, culture, and employee perception, avoiding unintended messages that might undermine trust or engagement.

Welcome to Happeo Unmuted, the podcast where we go beyond best practices to explore what really connects people at work. In this episode, Jesse Bourgeault-Trickey sits down with Penny Crane to discuss the role of emotional translation, coordination, and how to protect your human touch when using AI.1. Internal comms is orchestration, not just messaging. Penny likens her role to conducting an orchestra—aligning people, timing, and content so teams receive the right information at the right moment. Effective communication creates clarity, connection, and confidence, enabling employees to make faster, better decisions while staying aligned to organizational priorities.2. Empathy is a strategic tool, not just a soft skill. Understanding how messages will be perceived through multiple lenses—across teams, roles, and seniority levels—helps prevent miscommunication and builds trust. Empathy guides timing, tone, and delivery, ensuring communications resonate even in high-stress or complex situations.3. Consistency and structure amplify impact. Using templates, repeatable processes, and clear frameworks—like structured all-hands agendas or a plug-and-play newsletter—helps employees know what to expect, making communications more engaging and efficient. Small changes, such as categorizing agenda items, can significantly improve attendance, comprehension, and alignment.4. Internal comms requires emotional translation. Penny emphasizes the unseen work of translating organizational strategy and emotion into clear, actionable messages. By anticipating reactions, addressing potential questions, and balancing multiple perspectives, communicators help employees navigate change while reducing confusion and friction.5. AI and tools are accelerators, not replacements. Penny uses AI to streamline tactical tasks like formatting, summarizing, and drafting, but stresses that judgment, tone, and audience understanding cannot be automated. Tools succeed only when paired with thoughtful strategy, strong governance, and ongoing human oversight to maintain trust and relevance.

In this episode, Denisa Karfikova shared how internal communications is a strategic driver of alignment—not just newsletters or updates. She explored the role of storytelling in making strategies and leaders more relatable, the importance of measuring true impact beyond clicks, and how AI can serve as a helpful tool without replacing human empathy. She also touched on how clear, consistent, and empathetic communication shapes the employee experience, building trust, engagement, and long-term commitment.