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Are your employees struggling to comply with your travel and expense policies? The answer may lie in how they’re being communicated, with companies that clearly explain the rules and their underlying rationale potentially finding higher levels of accommodation.
While you’ve likely already sent out documents outlining the particulars, it’s all too easy for them to get overlooked in an employee’s inbox, what with the deluge of internal communication that includes everything from organizational updates to meeting invites.
Here are some additional tactics travel and expense policymakers can try to communicate standards that promote understanding and encourage adherence.
1. Communicate frequently to boost engagement.
Initial exposure to travel-related directives often occurs during onboarding, a time when fresh hires are inundated with new processes, tools and expectations. As time passes and they acclimate to their positions, details can become hazy, and employees may struggle to recall specific guidelines. However, frequent, consistent communication, can be one useful tool to help solidify basic practices as a natural part of the work routine.
While you might have a regular cadence for routine reminders, consider sending updates in real time as soon as changes are made. Covering each new procedure separately offers ample space to clearly share the reasons for the shift and can help ensure the latest developments are top of mind.
2. Use a suite of tools to cater to different employee preferences.
To protect the integrity of your travel program, it’s not just about when to communicate to employees, but also how. While travel managers might have their own preferences, it’s important to connect with employees using methods that resonate with them.
Today, leaders have a myriad of tools at their fingertips, including email, text, messaging platforms and the company portal. Remember that digital outreach is just one option: Consider a print campaign with attention-getting postcards as an easy way to reach employees who work remotely or hang attractive posters around internal company spaces.
Sharing updates or reminders in person can be powerful, too, whether in a company town hall or team meeting, which offers the advantage of allowing employees to ask clarifying questions about protocols and their rationale.
Finally, consider reminders within the booking or expense platform itself to reach employees as they log in or enter data. For example, will you allow employees to pay for a hotel or airfare upgrade out of their own pocket or with personal points? According to American Express’ June 2024 Amex Trendex: Business Travel Edition survey, conducted with 1,000 US business travelers and 500 US business travel decision makers, more than three-quarters of business travelers say they have done so. Communicating the rules as they’re making their plans helps eliminate confusion.
3. Explain the ramifications of violations.
Of course, communication only goes so far—employees have to then strictly abide by the guidelines. Even when they understand frameworks, some travelers may still decide to go “rogue,” as they aim to find a cheaper fare or more convenient option or book through their own preferred channel or supplier. It may seem innocent enough to some employees, but from the perspective of the organization, even a small number of deviations could have a detrimental effect.
One strategy to consider is asking employees to sign a statement confirming they’ve read the policies. You could even develop an interactive quiz that assesses their understanding and offer a small reward or recognition for those who achieve a passing score.
Ultimately, if organizations want employees to adhere to the rules, it may make sense for decision-makers to levy consequences for non-compliance, such as refusing to reimburse errant employees for travel expenses that don’t align with the regulations.
4. Communicate how compliance benefits the company and employees.
To gain employee buy-in, make it a point to underscore how the company and/or employee benefit from using preferred suppliers' programs.
Travel and expense managers may want to explain how the company needs to meet quotas with preferred suppliers to achieve deeper discounts, savings or enhanced services. Otherwise, an employee might mistakenly assume that booking a lower fare offered by a non-preferred supplier or channel is saving the company money when in fact it may end up costing if it causes the organization to miss agreement quotas.
Booking outside a preferred online booking tool or travel management company may also compromise the organization’s ability to fulfill duty of care obligations. Lack of access to information about the traveler’s plans can make it challenging to provide critical support and assistance in the event of an emergency or crisis.
5. Garner feedback and make appropriate adjustments.
Arguably the most important tactic for refining rules and ensuring their continued value is by garnering employee feedback. Two-way communication can play a key role in selling a program’s benefit so consider being proactive about soliciting comments and ideas, and, when appropriate, implementing them.
There are a variety of mechanisms to consider for gathering insight, such as requesting input during regular conversations and motivating employees to complete a brief survey in the booking platform after each trip.
Convey a spirit of openness about the guidelines. Work with managers to empower them to feel capably equipped to answer questions, which can in turn help them be a better advocate for the regulations.
The Takeaway
Effectively communicating travel and expense policies relies on a confluence of factors, which can include prioritizing a variety of methods of communication and providing more frequent reminders and updates, particularly as changes occur.
Because informed travelers are more likely to comply when they understand the broader implications and benefits, companies aiming for more accountability can reevaluate their communication strategies and implement a thoughtful approach that drives a positive outcome for all stakeholders.
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