Electric company's winning intranet philosophy: Audience first

It may sound basic, but many intranet managers forget this: "It has to start with respect for the audience." That's the No. 1 rule of William Amurgis, American Electric Power's director of internal communications. "You kind of need a bedrock philosophical foundation," he says. "Once you have that, grasp that, have defined it, and live by it, you tend to make promising decisions." Lots of intranet managers get wrapped up in messages or technology, but they read more...