10 Best Interact Intranet Alternatives for 2026

What makes her awesome?

Chandi has been instrumental in representing the company and its bus drivers in cases related to traffic penalties. By thoroughly reviewing and addressing these cases, she has substantially reduced costs for both the business and individual drivers.

It is very common for bus drivers to face fines and prosecutions while doing their essential job for the communities of London. Chandi appears in Courts and Tribunals to represent the business and has successfully challenged almost 50% of the cases that come in. In years gone by the business was facing charges of up to £10k per month which have now been reduced by 70%. This is a massive saving both financially and reputationally to the business.

Most importantly, Chandi’s work provides crucial support to drivers, alleviating their stress and ensuring they feel valued. She is a quiet and meticulous professional who has created so much good in the department since her arrival in April 2024.

How has Blink helped in her role?

Blink has been used to advertise “money boxes” YBJ where fines are received. Chandi has also used the platform to share guidance and resources about observing traffic regulations, as well as demonstrating the team’s support for drivers. 

What does she want to do next?

Continuing to reduce penalties, with the ultimate goal of eliminating them, would be a massive achievement, maybe seen as impossible — but what Chandi has achieved would have been seen as impossible six months ago. Chandi is keen to communicate with drivers using Blink as well as garage roadshows to raise awareness and help bus drivers avoid fines and better serve the communities of London.

Nominated by: Phil Thornton, General Manager Central Operations

Out of all the terms we’ve added to our lexicon over the course of 2020, ‘frontline workers’ is our favorite.

At Blink, we build software that improves the experience of thousands of frontline workers all over the world. We know how hard they work. The hours they put in. The pride they take in keeping their communities healthy, fed and well looked-after. 

There’s a lot about this year we’d all like to move on from. The word 'unprecedented' being one of them. But there’s one thing that we need to take forward, and that's our appreciation of brave frontline teams.

We're forever indebted to you. Thank you for looking after us during the most unprecedented (sorry) of times. 

We can’t possibly mention you all, and we’re sorry. But we hope you know how much we appreciate everything you do for us.

Long live society’s newfound appreciation; long may it continue!

The frontline workers we need to thank

NHS medical teams

This Christmas, many will be raising glasses to the medical staff who threw themselves behind global efforts to contain the pandemic and minimize its impact. 

We’ll certainly be joining them. 

So, here’s to the doctors, nurses, paramedics, healthcare assistants, physios, occupational therapists and pharmacists.

Whether directly or indirectly involved in treating Coronavirus patients, the world owes you one.  

While we extend our gratitude to healthcare workers globally, we can’t help but be extremely grateful for our native NHS. Providing stellar, free-at-the-point-of-access care during a global pandemic isn’t easy - but somehow you’ve managed, and managed spectacularly.

It’s stories like that of Dr Sarbjit Clare, Sandwell and West Birmingham Hospital NHS Trust's deputy medical director, that demonstrate what a gargantuan effort healthcare workers put in.

Central to operational and clinical decision-making surrounding COVID-19 treatment, Dr Clare cared for over 700 patients. Oh, and she single-handedly kept her department open when all her colleagues were sick or self-isolating. 

If treating and caring for patients wasn’t enough, some healthcare workers took on even more responsibility in their spare time. Ashleigh Linsdell founded and coordinated a national effort to make scrubs during the UK shortage.

Alison Williams raised funds for COVID-19 patient essentials, including iPads to help them contact their families during isolation.

NHS support teams

We need to thank the often-overlooked support teams that keep wheels turning behind the scenes. 

Without them, it would be practically impossible for healthcare workers to do what they do. They’re the backbone keeping the NHS - and healthcare organisations the world over - together and functional. 

Caterers for keeping staff and patients fed. 

Laundry and housekeeping staff for keeping hospitals clean, whilst navigating intense and often-changing safety regulations. 

Hospital porters, for providing an ever friendly, welcoming service. Veteran porter Terry Allen worked tirelessly for patients, transferring them between departments, facilitating their treatment and helping them feel comfortable.

The NHS’s medical teams provide first-class care, but they couldn’t do it without Terry and thousands of others like him. 

Care home workers

Residential care home staff - working with elderly people or those with disabilities - look after those most vulnerable to COVID-19. 

It’s a tough, underappreciated (and often underpaid) job. So, it's all the more remarkable that care workers have gone above and beyond for their patients and their families. 

Care staff have made it an absolute priority to keep their residents safe. Sometimes, they have done so at great personal sacrifice to them and their own families. 

A staggering one in four residential care workers left their families to isolate with residents. Staff from the Victoria House Care Home even committed to sleeping in tents (during March, no less).

Countless others moved away temporarily, when the support of loved ones has never been more important. 

We haven’t even mentioned all the work they put in keeping spirits up amongst those who couldn’t go outside. 

From fiddling about with FaceTime to organizing activities, care home residents would have struggled without them.

Supermarket workers

A huge shoutout to supermarket and food supply chain workers for putting food on our tables.

Whether you’ve been working on the supermarket floor or manning the warehouse, we wouldn't have survived the pandemic without you. We mean that literally –– access to food is generally important for long-term survival, after all. 

Here are a few of the ways food supermarket and food supply chain workers made a difference: 

• Eased shortages by introducing limits on certain items (toilet roll, anyone?) and enforcing them effectively at checkouts
• Remapped warehouses and supermarkets and implemented queueing systems so they could operate with social distancing
• Kept up with frequently changing regulations with regard to masks and PPE 
• Stepped up to a massive increase in demand for online orders/home delivery

Julie Cook, who works at Asda in Aberdare, South Wales, spent her time off shopping for care homes to ensure they received key supplies. 

It’s thanks to supermarket workers like Julie that we’ve all been able to eat and shop safely this year. So, wherever you shop, make sure to thank their in-store team for their efforts when you pop in next.

Teachers

As schools shut and lessons launched online, anyone with a child found themselves more appreciative of how hard teachers work. 

If you thought homeschooling your school-aged child was hard, imagine trying to teach a class of 30. Then imagine trying to teach a class of 30 online, with the myriad distractions and potential for disruption that offers. 

Teachers have kept classrooms open for children of key workers. Dealt with whole year groups being sent home for isolation. And increased their risk of exposure to the virus to minimise disruption to education. 

Headteacher Jane Davenport and the staff at Reynalds Cross School kept classrooms open for children of key workers. They also made sure the school’s most vulnerable children - with complex educational, healthcare and behavioural needs - could attend classes safely. Jane put so much work that she was recognised with an OBE for services to young people with special educational needs and disabilities.

They’ve certainly earned those Christmas chocolate boxes, bottles of wine and ‘best teacher ever’ mugs. If you can’t offer these, a nice note thanking them will be equally as treasured!

Logistics personnel

In a pandemic, it’s vital to keep key supply lines open. That’s exactly what lorry drivers do, alongside the logistics teams that support them. 

The logistics sector made sure food, essential medicines, PPE and medical equipment were delivered to organizations in need, whilst working under significant pressure and increased demand. 

To all the frontline workers across the logistics and supply chain sector, whether working for an in-house operation or a third-party logistics specialist –– thank you.

You can’t eat food that doesn’t arrive on supermarket shelves before expiring. Pharmacists can’t fill prescriptions if they don’t have the right medication on hand. Doctors and nurses can’t protect themselves with PPE if it doesn’t arrive on time. 

Logistics teams make this all happen. 

Public transport workers

Car ownership is by no means a given amongst many groups of frontline workers. Without the efforts of public transport personnel worldwide, lots of urgently-needed staff would have been stranded. 

Drivers, ticket sellers, platform guards and many others in every transport system across the globe need to be thanked here. 

We were in awe of how professionally our own transit clients’ workforces carried out their duties under lockdown regulations. 

Drivers from Go Ahead, Metroline and Stagecoach provide essential services whilst operating in uncertain and unfamiliar circumstances. Not to mention dealing with significantly reduced capacity to ensure social distancing. Kudos to you.

Police, fire and social workers

While it’s great we recognize the contribution ambulance drivers and paramedics made, it’s easy to forget other essential services.

For police and fire crews, this involved keeping essential services running, whilst adding new responsibilities to their workloads. 

For example, UK police have been tasked with enforcing both national and local lockdown laws. These have often changed quickly, and guidance for policing them has been somewhat vague at times. 

Enforcing them whilst strengthening links to local communities has been a difficult, often thankless task. We’d like to thank them for their part in containing the spread of the virus. 

Meanwhile social services workers have continued to do an emotionally demanding job in extremely difficult conditions. 

The Queen’s Birthday Honours List reflected this, with both senior and on-the-ground practitioners recognised for the work they do. 

Social workers Manvir Hothi (Hammersmith and Fulham), Danny Levine (North Yorkshire) and Louise Peart (Vale of Glamorgan) were all recognised for supporting service users throughout the pandemic - but that’s only the tip of the iceberg. 

Thousands more helped vulnerable people and families navigate a particularly confusing time, provided community-based support and eased the loneliness of those self-isolating. 

Postal workers and parcel couriers

There’s a lot to be said for delivering ‘everyday’ post as well.  

Ask yourself: how much more difficult would those initial stages of lockdown have been without that new hobby you took up?

How much more lonely would elderly relatives or those living alone have felt without cards, letters and gifts delivered?

Postal workers kept it together in tough working conditions. In doing so, they kept countless others together by keeping them connected and keeping them occupied. 

Lockdown would have been a lonelier, more boring place without them. 

Honorable mentions

Containing and treating the Coronavirus pandemic has required a Herculean effort from so many key workers across different industries. 

Not everyone involved in the COVID effort needed to work directly on the frontline. So much organization has gone on behind the scenes, from so many people – many of whom weren't involved as professionals. 

We’d like to give an honourable mention to the groups below for stepping up!

Operations who repurposed their facilities

The most impressive thing about society’s collective response to the Coronavirus was how everyone came together.

Companies repurposing their manufacturing operations to provide essential items and supplies was just one example of this phenomenon. 

It takes entrepreneurship, ingenuity and a lot of hard work to turn around a new, unfamiliar product at short notice. We think it’s important to recognise just how much effort this took, for both strategic decision-makers and on-the-ground workforces. 

There are countless examples across the globe here. Close to home, we saw international craft beer brewery BrewDog produce batches of hand sanitizer to help meet skyrocketing demand.

Luxury fashion brand Barbour’s manufacturing workforce turn their sewing machines away from wax jackets to making seriously high-quality medical gowns. 

Further north, design teachers from James Calvert Spence College and Duchess’s Community High School in Northumberland teamed up to make PPE. 

James Calvert Spence science teacher Dan Davison, who previously worked in an NHS lab, helped develop a test protocol whilst still teaching online classes. Miss Scrimgeour, Mr Donnison and Ms Whitelock from the two schools’ DT departments laser cut visors for use across local hospitals and care homes. 

This ‘all hands on deck’ attitude helped significantly in easing shortages - particularly at a local level. 

Last but not least... let's hear it for the volunteers

Alongside frontline workers and key workers paid to do their jobs, an army of volunteers rose to the challenge.

They transformed old bedsheets into useful medical scrubs, started essential goods collections for struggling families, dedicated their time to befriending isolated people over the phone and so much more. 

We can’t list everyone who helped out, so to finish off, we’ll share Cambridgeshire resident  Geoff Norris’ story.

Already a frontline worker, Geoff worried elderly and vulnerable residents would struggle to get their groceries amidst food shortages. Noticing that all the delivery slots were booked up too, he set up a weekly food delivery service.

On the days he wasn’t working at Asda in Wisbech, he picked up orders, put them through the tills and delivered them at his expense, using his own vehicle. Soon, he had recruited colleagues to help, and was taking orders via phone and email.

We all know a Geoff - or several - who has selflessly given up their time to help others during the pandemic. In our eyes, they’re just as much key workers as anyone else. 

So we’ll end by saying “thank you, volunteers, for donating time when you didn’t have to, and making a real difference to so many.”

Your contribution has been absolutely unprecedented (oh no!), and we appreciate it. 

While 2020 was a rotten year for many, many reasons, the sense of togetherness fostered is inspiring and moving. 

Healthcare. Manufacturing. Hospitality. Whatever your industry, frontline workers are the lifeblood of your company.

Frontline workers know what’s wrong before you do.

They know what delights customers—and what drives them mad. Why customers are buying less, cancelling contracts, moving to competitors.

The problem? Most companies aren’t listening.

Research shows 60% of frontline workers feel their suggestions go unheard. That can be discouraging and lead to disengaged employees. 

That’s why, to get your frontline staff to feel appreciated, you must find ways to improve employee experience. By doing so, you’ll see a drop in absenteeism, safety incidents, and an increase in work quality. 

It’ll also translate to a better experience for your customers. After all, your frontline staff interacts with your clients every day. If they feel better, they provide better service.

The benefits are great, but remember—it all starts with making your employees feel heard.

For that reason, it’s crucial to include your frontline workforce in internal communications. Not by sending ad-hoc corporate comms in their direction. But by creating an internal comms strategy that’s as relevant to frontline workers as it is to desk workers.

With thoughtful, relevant communications at every stage of the frontline employee lifecycle.

The employee lifecycle refers to the employees’ experience at your company throughout their tenure. It starts from the instant they first learn about your company and ends when they exit. 

An understanding of the employee lifecycle can guide you on how to personalize employee experience to match workers’ unique priorities. 

80% of professionals rate employee experience as important or very important, but 59% feel they are not ready to address the associated challenges. That explains why many organizations have a one-size-fits-all approach to creating a workplace experience. 

However, different employees have different needs based on where they are in the employee cycle. Making that distinction is one of the ways HR can improve employee experience. 

Moreover, the duration of the employee lifecycle also depends on whether the majority of your staff is desk-based or frontline. Frontline workers tend to leave at a dramatically higher rate than their desk-based counterparts. 

In fact, most verticals see an average of 50% turnover per year, leading to several disadvantages: 

• Increase in likelihood of data breaches
• No provision for giving digital identity to frontline workers
• Additional schemes and incentivization to retain frontline workers
• Constant hiring, onboarding, and offboarding  
• Decline in loyalty towards the organization

No wonder the employee lifecycle of frontline workers is so damaging and frustrating. It’s unfortunate considering how this turnover can be reduced without making a big hole in your budget. 

Just put yourself in your worker’s shoes—What should the company start doing to improve your employee experience?

Frontline workers aren’t just motivated by money. They are also driven by meaningful work, inspiring work culture, and internal recognition. By implementing an effective internal communication technology and employee experience software, you can have many of them stay longer with the company.

An intro to employee lifecycle management software

Including frontline workers in your internal comms doesn’t just help you garner customer insights; it adds to your bottom line. In fact, a recent Forbes study showed firms that involve 75% of their frontline employees in internal comms achieved more than 20% growth over a year.

As frontline workers also tend to be remote workers—on the field, at the bus depot, at a hospital—the easiest way to bring them into communications is via employee lifecycle management software that reaches them wherever they are. 

In other words: if you can’t bring them into a physical office, bring them into a digital one. Building a better employee experience starts with bringing your frontline staff into the conversation.

This digital platform used to be a desktop-based intranet, but that technology has gone out of date in recent years, especially for frontline workers. 

In fact, our recent research shows that 2 in 10 healthcare employees don’t even know how to use their company intranet. It’s just too sluggish for today’s workplaces.  

While desk-based workers have improved their workflows with technologies such as Slack and Microsoft Teams, frontline workers are stuck with noticeboards and letters.

That’s where modern intranet software fills the gap. It’s built for mobile, but also compatible with desktop devices. Providing a single hub for knowledge sharing and communication makes way for a better employee experience at every step of improving the employee lifecycle. 

What are the employee lifecycle stages?

1. Outreach

The first stage of the employee lifecycle is when potential employees come across your brand and the job vacancy. 

But today’s workers are more selective than ever before. The average number of applicants per job opening has declined from 52 in 2016 to 36 in 2017 and 29 in 2018.

The number of applicants in 2021 increased, but only 30% of these job applications were completed. 

Potential workers don’t express interest just because you have an open position. And they won’t blindly trust the positive references provided by your company. 

Instead, they’ll rely on the PR you have “earned.” They’ll read online reviews, reach out to your current staff members, and check your social media mentions. Improve employee experience, and you’re more likely to read positive posts or tweets.

That’s why your employer branding is crucial at this stage. Your employer brand is how potential and current employees view your company. It’s the image that comes to their minds when they think about your reputation as an employer.

And it can be strengthened with the right communication tools.  

Think about what you would suggest to improve your experience as an employee, and ask your frontline staff for their input.

A modern intranet solution such as Blink can help you ensure that your existing workers are well-versed with all your policies, core values, brand statement, employee benefits, and recent accomplishments. 

ALT: Blink centralizes document sharing to improve employee experience.

This information will shape the messages your employees spread elsewhere on the web through employer reviews, informational interviews, and social media updates. And it’ll help you build a reputation that attracts a talented workforce. 

2. Recruitment

The demand for frontline workers is higher than ever due to the pandemic and great resignation. However, the talent pool has been retiring or retraining for less demanding positions.  

The result is a massive shortage of frontline workers. No wonder 82% of companies struggle to recruit the right people. 

If you want to attract the best talent, demonstrate you know how to enhance employee experience for your workers. You need a concrete strategy that brands your organization as an exceptional place to work. And at the core of this strategy is a modern intranet platform.

Encrypted and fully secure private messaging between members of your hiring team (or any of your workers) should be a priority. Blink offers this and robust form-building functionality that enables your HR division to create application materials tailored to each vacancy. 

3. Onboarding

Most employees make up their minds about staying or leaving an organization within the first three months of joining. 

And given the fast turnover in recent times, it’s important to start on the right foot and look for ways to improve employee experience. One such method is improving the onboarding process. Implementing a structured employee onboarding process is essential to making a good impression on your top talent and shaping them into productive, engaged team members, which will ultimately have a positive impact on employee performance and retention.

Onboarding processes often consist of many meetings and conferences, along with tons of files and folders that need to be reviewed, filled, and submitted to different departments. 

Depending on the size of your recruitment drive, you may also need to create hundreds of new datasets for each hire, increasing the risk of inaccuracies. 

An intranet can help you centralize, structure, speed up, and even automate parts of the process. 

With Blink, for example, you can automate the entire user creation process, eliminate a great deal of overhead, and keep the user profiles always up-to-date.

Not just that, setting up a designated onboarding site with Blink can help you centralize essential training materials and resources. You can also encourage new employees to connect with each other and ask questions using the chat function. 

Another onboarding issue that arises with frontline workers is that many don’t have a corporate email address, let alone a digital identity. That’s why Blink lets you set up accounts for frontline workers without assigning them email addresses or phone numbers. 

The beauty of such a system is that frontline workers can easily access Blink and the data associated with third-party software integrations such as Microsoft 365.

The result? Your company makes a great impression and your workers start identifying themselves with your culture right from the beginning.

4. Training and development 

Learning is another crucial part of the employee lifecycle. However, a common issue for frontline organizations is the difference in the learning styles of workers. 

Let’s take the age factor for example. While older employees may prefer conventional training tools such as seminars, meetings, and paper-based reading material, younger generations are more inclined towards social engagements, texting, and online reading. 

Blink has the tools you need to bridge this gap, all accessible from a single place. For the young crowd, it offers social and gamified training features like badges, kudos, and leaderboards. 

Meanwhile, baby boomers get access to traditional educational formats including video webinars, explainer videos or articles, and printable manuals. 

5. Performance 

This stage of the lifecycle usually requires some ideas to update your employee experience strategy with some new ideas.

After all, a common issue with frontline workers is the lack of well-defined career progression. Many stay in the same role and pay bracket throughout the employee lifecycle, and not necessarily because they want to. 

Workers can feel they have no big, long-term goal to strive for. That affects motivation and engagement while increasing employee turnover.  

Blink can support you here too, by letting you plan concrete roadmaps to aid career growth and promotion milestones. 

Your workers can get a direct line of communication with mentors whose careers they wish to emulate, along with learning materials and best practices to build new skills. 

Employee recognition is the key to engagement, yet 63% of employees don’t feel recognized for their achievements. With Blink, you can monitor workers’ progress and reward top performers. 

Little gestures such as giving a big ‘thank you’ at an online event, or tagging and thanking people in the newsfeed or your organization or department can go a long way. It would also encourage other employees to follow suit.

6. Offboarding 

As much as intranet software can increase employee engagement and slow down your turnover, some employees will still leave. And it’s important for your organization to get a pulse of the exit process. 

According to one study, companies that act on employee feedback have twice the engagement score of those that don’t.

You basically want to know three key things:

• Why are they leaving? Timely feedback can help nip key issues in the bud.
• Did they successfully complete all their exit formalities?
• Do they still have access to any sensitive information?

So Your intranet solution should be ready to handle all these aspects. 

Blink, for instance, automates de-provisioning, eliminating the risk of ex-employees still having access to company data. 

It also helps you organize exit interviews, offboarding checklists, and pulse surveys so you can learn from each employee’s feedback to improve employee experience. 

Final thoughts: Improve employee experience with an optimized intranet

To succeed in the new work era, frontline workers need experiences tailored to their needs at each stage of the employee lifecycle. Whether it’s their first week on the job or last, they need personalized resources, training, and access to key people in the organization. 

Learning how to improve employee experience at each of these stages will help reduce turnover, increase engagement, and lead to happier workers. Understand how employee experience and engagement work together. Don't forget to into account the relationship between employee engagement and employee experience.

Employee lifecycle management can help you deliver a stellar experience to both frontline and desk-based employees. And by adopting a next-gen intranet software like Blink, you’ll increase employee engagement and streamline your worker’s experience.

This article is part of Blink’s “frontline first” series: content created specifically for leaders of deskless or distributed teams. We know that the job of frontline leadership is entirely different from managing ‘desk-based’ teams, so this is for you and your unique set of challenges.

Every leader in an organization that has frontline workforce has likely experienced the 'Frontline Connection Gap' - it's the root cause of thousands of wasted hours and measurable negative impact on key business metrics like retention and productivity.

But what exactly is this 'gap', and how do you know if your organization is one of the ones experiencing it? And if it turns out that you are, how do you go about closing it (and is it even worth the effort)? In this article, we'll explore all of those questions and give you some simple answers.

What is the Frontline Connection Gap?

In a nutshell, the Frontline Connection Gap is the failure to enable frontline workers to communicate with the same ease, scale and speed as desk-based workers.

If it sounds simple, that's because it is. Think about how the average desk-based worker gets to communicate at work:

• Easy access to their co-workers via email, work apps such as Slack and video conferencing tools such as Zoom or Microsoft Teams
• Easy access to key information and updates via intranets and cloud-based drives
• Easy access to key HR processes such as booking time off and downloading paystubs through tools such as Deel or Workday
• Easy access to learning and development through dedicated Learning Management Systems
• Easy access to other parts of the organization (including leadership) through shared directories
• Easy access to feedback portals through tools such as CultureAmp or Peakon

There's more where this came from, but the key point is that desk-based workers have access to a wealth of people, processes and information within just a few clicks.

For deskless workers, the picture looks very different - let's look at those same areas again:

• Limited access to co-workers beyond those in the same physical space, often leading to isolation
• Limited access to key information, often still delivered through paper memos as many frontline workers don't have access to a company email address.
• Limited access to key HR processes such as booking time off and arranging shifts, which often requires making phonecalls or messaging managers via text and WhatsApp. Processes such as claiming expenses often still involve using paper forms.
• Limited access to learning and development, as access to computers is infrequent
• Limited access to management and leadership, leading to disengagement
• Limited ability to deliver feedback or whistleblow on critical problems

The stark difference in these two worlds all comes down to communications infrastructure (or lack thereof): without continuous access to computers and email addresses, frontline workers are in a world that desk-based workers haven't experienced in more than twenty years.

The impact of the Gap

The way to know if your organization has a Frontline Connection Gap is by seeing if anything 'disappears' into it.

For the best examples of this, look to what your Human Resources team are doing. Let's take Diversity, Equity and Inclusion (DEI) programs as a key case - these critical initiatives are often planned and tracked at board level, and in order for them to be effective they need to impact every single member of an organization. The roll-out of these will often work well for desk-based teams thanks to regular communications such as emails, chat groups, in-person Employee Resource Groups and video calls.

However, getting to the frontline is a different matter. Without reliable channels for communications, People leaders will often find that promoting DEI programs is restricted to a flyer on a noticeboard, curtailing awareness and participation from the very start. In other words, the DEI program has fallen into the Frontline Connection Gap.

So we see just how big a problem the Gap can be: company policies and programs might as well not exist, for all the frontline are able to engage with them. As a result, the impact of the Gap can be felt on almost any core business metric - for example:

• Retention drops because frontline employee engagement is low
• Recruitment faces challenges as the organization is unable to offer an ideal employee experience
• Customer experience is impacted when employees are ill-informed and disengaged
• Productivity drops through inefficiencies in processes such as filling empty shifts and inconsistent onboarding and training
• Safety is put at risk through failures to communicate critical information at scale
• Employee wellbeing suffers as a result of isolation and inability to access support

The list could go on - and it does. If any one of these key metrics looks different in the frontline part of your organization in comparison to the desk-based part, then the likelihood is that you have a Frontline Connection Gap to bridge.

How to close the Frontline Connection Gap

It's important at this point to remember that the Frontline Connection Gap is rarely caused through neglect or intention - in fact, many organizations have tried (and are still trying) to close it. The problem is that the strategies that they employ usually fail, and it's for one important reason: the kind of communications infrastructure that works for the desk-based will not work for the frontline.

A key example of this is using intranets. Many organizations find intranets to be a useful means of sharing information with their desk-based workers, and so attempt to roll these out to their frontline workers through a mobile-based approach. In theory, this should work: most frontline workers have access to a smartphone and are confident enough in using them to download an intranet app.

However, this strategy comes across a number of roadblocks:

• Firstly, it requires frontline workers to remember a new login and password (IT teams often find themselves facing high volumes of password reset requests as a result).
• Secondly, engagement with intranet apps will usually be disappointingly low - but the reason for this poor uptake will help you unlock the secret of successfully crossing the Frontline Connection Gap (keep reading to find out).

To close the Frontline Connection Gap, there are three simple principles to follow:

• Go mobile. With smartphone adoption having reached a critical tipping point, this is a no-brainer.
• Consolidate where you can. The more systems and apps you ask a frontline worker to instal, the more you dilute your success. If you're asking your frontline to download and login to separate systems for accessing paystubs, receiving communications, giving feedback and arranging shifts, you're adding friction with every step. Create a single point of access wherever you can.
• Put daily value at the centre of your solution. This is the crucial secret behind adoption, and the last mile of closing the Frontline Connection Gap. Busy frontline workers need a reason to engage with HQ, and that's the problem with simply rolling out an intranet on mobile: there's little in it for a frontline worker, so even if they have an app in the palm of their hand, they'll rarely take time out to log in. Success lies in inverting this, by making sure that at the heart of your communications infrastructure are processes that the frontline always need - for example, access to shifts and paystubs. By placing value at the heart of your system, you get the consistent engagement you need to close the Gap (we call this 'Chips and Dip theory'.

Despite the seriousness of its impact, the Frontline Connection Gap is actually a relatively simple problem - which thankfully means relatively simple solutions. If you're ready to get started, check out some of the best solutions on the market over here.

Managing frontline employees is an altogether different task than leading a desk-based team. 

For one, you’re usually working in shift patterns and you might have insufficient tooling to keep you all connected. This connection gap makes it all the harder to navigate the “Great attrition” risks and widespread disengagement that most first-line/frontline managers are faced with.

But we don’t need to linger on the reasons why managing the frontline can be hard. Let’s focus instead on how to do it more effectively.

Because if we can empower first-line managers to better manage their teams, we can help reduce attrition, increase engagement, and improve the employee experience for everyone.

In this guide, we'll discuss your role as a frontline manager, the challenges faced by frontline teams and their managers, and the best practice approaches you can adopt when managing frontline employees.

Understanding the first-line manager role

Frontline managers play a pivotal role in any deskless organization and account for roughly 60% of a company’s management ranks. They are responsible for managing the day-to-day activities of their teams and ensuring that their organization's frontline remains strong and efficient.

Ultimately, the role of a first-line leader is to enable frontline workers to do their jobs effectively. This might include setting objectives, delegating tasks, providing feedback on frontline employee performance, and ultimately driving organizational success. But it also means giving positive and constructive feedback: celebrating a job well done and stepping in to rectify when things aren’t going right.

And yet, first-line managers are often “accidental managers”, too. They might have been promoted to a managerial role because of their subject matter expertise and hands-on experience in the business — but they’ve yet to receive any dedicated management or employee engagement training to prepare them for the job. A large proportion (around 40% based on recent Harvard Business Review research) are first-time managers as well, in the very first year of their leadership journey.

Maybe that’s a description that resonates? And if it is, you’ll also be able to appreciate how that makes the role more difficult.

First-line managers: overworked and under-invested in?

First-line managers can be the hardest working and most undervalued level of management — under pressure from all angles and expected to pick up the slack caused by frontline labor shortages. 

When an organization propels someone into a leadership role with insufficient training and insufficient support, we can hardly be surprised if they struggle to perform. And many first-line managers do: 60% in fact, over their first two years.

Flipping that figure around and helping first-line managers to perform is relatively easy to achieve.

A frontline manager’s potential can be unlocked by:

• Providing them with tools for proper team-wide communication and workforce management
• Investing in management training (particularly around HR-related topics, such as redundancies and employee relations)
• Investing in employee engagement training to help manage and improve team morale
• Alleviating the strain of manual, repetitive tasks to free up their time to better manage their teams

Doing so is in everyone’s best interests. Frontline employees will receive a better and more fulfilling workplace experience which helps them deliver a better quality of service to customers. The impact of this will be felt on the organization’s bottom line, making frontline manager empowerment a business-critical mission for the C-Suite and other leaders.

If you’re a first-line manager, it’s good to know your worth. 

You are in a unique position within the organization — you’re frontline-facing and can act as a touchpoint between frontline workers and your desk-based peers. You can also be the catalyst for better frontline employee engagement and motivation.

Common challenges when managing frontline employees

If you’re facing challenges as a first-line manager, know that you’re not alone. 

There are a number of common issues impacting frontline teams, including:

• Poor communication and engagement
• Attrition and turnover
• Labor shortages
• Unstable service levels and disappointed customers
• Lack of useful tooling
• Lack of training for frontline teams
• Lack of training for first-line managers themselves

Attrition, turnover, and the unavoidable staff shortages that follow can seriously impact the quality of service provided by the frontline workforce. Frontline teams increasingly struggle to cover more tasks with fewer resources — and it’s often the first-line manager who is left racing to fill empty shifts, deliver on tasks, or explain the drop in productivity to other senior management.

High turnover rates can also have a detrimental effect on frontline team morale, as new employees come in and existing ones leave at a rapid rate. Open communication between you and your team — which also means providing fit-for-purpose employee engagement tools and solutions, and employee engagement activities — will be key in helping to build trust and loyalty within the organization.

Finally, frontline managers must effectively advocate for their teams when they are not getting adequate support from executives and training from the business. This may involve having difficult conversations with the C-Suite or presenting frontline engagement data that shows the value of investing in frontline teams.

7 best practices when managing frontline employees

1. Thorough onboarding

It’s important to provide all new team members with a detailed onboarding program. You want to create a sense of community for them and ensure that they know any responsibilities and KPI expectations for the role from the get-go.

All frontline employees should receive adequate training for their specific roles and ensure they understand the requirements of their job. This will be a compliance must-do in many frontline organizations, of course, but even if the role is light on health and safety or legal regulations, you’ll want to take the time to outline the responsibilities clearly. 

Onboarding can be a time-consuming process but it's an early driver of employee engagement, so explore the tools you have available to help lighten the load.

Again, the business case for doing so is easy to sell to decision-makers: the faster you can onboard new joiners, the sooner they can help move the business forward (and the less time and focus you’ll lose on your other essential tasks).

2. Active listening

Listening — and we mean really listening — to your frontline teams is essential for successful frontline management.

It can be difficult for frontline employees to feel heard, as they are often more spread out than desk-based colleagues and have less access to resources and support. As a frontline manager, it is important to ask for, actively listen to, and then share the concerns of your team.

3. Communicate across the board

Frontline teams have a unique brief when it comes to internal communications, and there aren’t too many tools that are really fit for purpose.

Having access to a mobile-first frontline employee app can help keep everyone in the organization connected. As a first-line manager, you can lead by example — posting and commenting on company updates, messaging frontline employees directly and within groups, as well as making sure that senior leaders are seeing what’s being shared.

By prioritizing communication with your frontline employees, you can ensure they always feel informed, appreciated, and engaged — no matter how infrequently you see them face to face.

4. Support and pastoral care

Management support is key for each team member to feel valued and to keep morale high knowing that their supervisor has their back. This can be done through regular check-ins, providing tailored resources for their development, and actively listening to — and actioning — their feedback for the business.

Empowering your frontline workforce with the support of intuitive scheduling solutions and the autonomy to manage their own workloads can also help them feel valued and give them a sense of responsibility.

Finally, providing instant access to mental health resources will enable employees to feel safer in the work environment, and more comfortable in approaching their manager with any issues they may have.

A TikTok video showing a restaurant manager comforting a tearful employee sparked a big conversation about pastoral care for frontline teams. You will find an approach that feels comfortable and beneficial for you and the people you work with every day.

5. Professional development

Many frontline workers feel that they do not receive the same access to career advancement opportunities as their desk-based colleagues. This can leave frontline staff feeling undervalued and, unsurprisingly, employee motivation starts to dwindle.

Professional development is key for frontline employees. Frontline managers know what is expected of them, and what it takes to be successful in the role. If you see those characteristics in someone else, develop them. This might mean connecting them with development opportunities, recommending them for promotion or training, as well as checking that your frontline staff are happy with their career development via ongoing employee surveys.

By investing in your frontline team’s growth, you can ensure that their skills are kept up to date, increasing their confidence and improving their job satisfaction.

6. Reward hard work and commitment

It’s essential to provide frontline employees with tangible rewards for their hard work and dedication, just as you would your desk-based staff. Not seeing your deskless employees every day doesn’t equal forgetting about their contributions to your company — that’s something you may need to remind desk-based senior leaders.

Rewarding your frontline can be done in a variety of ways: bonus pay, gift cards, lunch vouchers, or even just a public shoutout across the company. This helps to show appreciation for their efforts and encourages them to continue striving for excellence. It also allows you to boost employee morale and create a positive working environment.

While rewarding great work is important, in the current economic climate, businesses don't always have the funds to pay frontline workers more. That's why reward and recognition should always go hand-in-hand.

7. Recognize team and individual achievements

Employee recognition, small or large, is crucial for motivating and inspiring team members. 

Showing appreciation is a great way to boost morale and create a positive working environment. Recognizing employees can come in various forms such as verbal praise, recognition in meetings, and virtual employee recognition or Kudos.

If someone has dealt with a difficult customer or situation well, recognize this. If someone has worked extra hard to ensure quality of service, recognize this. Acknowledging great work can help empower employees and make them feel appreciated for their efforts. It’ll also make them more likely to perform that way again.

To retain a frontline worker and enable them to become a valuable asset to your organization, you need to ensure their efforts are recognized. By following this advice, you can show them that their hard work is appreciated and foster an environment of engagement and success.

Expert tips from frontline managers

Healthcare ops expert and former President of Administrative Operations at Elara Caring, Ian Gordon, has some key insights for us on the topic of engaging with frontline employees.

Here are just a few of his expert tips for navigating frontline management and engaging your deskless workforce:

• Create bi-directional communication: Communicating issues is a team effort. It starts with the CEO and runs the full way through to the frontline. Everybody has to own it
  
• Redeploy resources to the frontline: Increasing investments into the skills and capabilities of your frontline can be a true differentiator in the marketplace. It is also a good reason for your frontline to feel appreciated and invested in. Wondering where this extra budget will come from? If you can help retain employees with training and development, then you won’t need to spend so much on continuous recruitment
  
• The right tech: Being a frontline worker, you can’t spend a lot of time signing in and navigating complex tech. Having hub-based access to all-inclusive and easy-to-navigate information can really be a benefit to employees
  

Keeping frontline employees engaged is a key part of running a successful business.

Strategies for employee engagement and retention should cover the seven tips mentioned above. As well as providing accessible resources, frequent rewards and recognition, and implementing tailored technology solutions, you can foster an environment of engagement that will help to retain your frontline workers and enable them to become valuable assets for the organization.

Remember: investing in the growth of your frontline team is essential for success. With the right tools and support in place, you can create an environment of engagement in which everyone feels able to thrive.

Blink. And you’ve got a hotline to the frontline.

https://player.vimeo.com/video/723578311?h=c37bdbcb8b

Blink's industry-leading frontline app helps you take three simple steps to transform your frontline management.

1. Enable: Give your frontline the tools, information, and inspiration they need to go above and beyond.
2. Engage: Give your frontline instant access to the news, people, and information they need to feel part of the team.
3. Understand: Use data and insights you need to make the best decisions for your frontline team.

With our one-stop solution, you can get rid of complex and outdated processes that are blocking your frontline's satisfaction — and their success. With Blink, you can finally empower your frontline with the tools they need to succeed.

Get started today

Employee appreciation ideas aren’t just a nice thing to do. They’re common business sense.

71% of highly engaged organizations recognize employees for a job well done, but only 41% of less engaged organizations do the same. Meanwhile, Gartner suggests that a well-designed employee recognition program can lead to an increase in average employee performance.

The numbers don’t lie – employee recognition is vital, now more than ever. You don’t need to spend a lot on employee appreciation ideas for them to be effective either, and some of the best employee recognition strategies are completely free. 

Here’s how to start showing your employees how much you appreciate them, and some staff appreciation ideas to get you started. 

Why are employee appreciation ideas so important? 

Everyone likes to be recognized for the work they put in. For staff appreciation, ‘thank you’ is everything.

In fact, feeling underappreciated at work is one of the most common reasons why employees leave a role. A recent study of UK and US workers by Workhuman found that employees who had been thanked for their work in the last month are: 

• Half as likely to look for a new job (24% vs 48%)
• More than twice as likely to be engaged in their work (48% vs 21%)
• More than three times as likely to see a path to grow in the organization (59% vs 19%) 

All that, just from two short but meaningful words! Imagine the boost more developed employee appreciation ideas could achieve. 

And, with the Great Resignation in full swing, the power of ‘thank you’ has never been more apparent, or commercially essential. Around 4.5 million Americans quit their job in March 2022, enticed by rising wages and more flexible working options. 

Appreciating your employees for all the hard work they put in is vital in encouraging them to stay put. The great news is that this isn’t a difficult task at all! All it takes is the willingness to listen and some creative thinking on your part. 

How to start recognizing your employees’ achievements 

Employee recognition isn’t just a top-down thing. 

Sure, your senior execs can and should take the lead in calling out great performance – it makes it much easier for everyone else to follow. The issue is that senior managers can only be in so many places at once. They can’t recognize everything worthy of being recognized. 

Instead, it’s all about building a culture of continuous recognition from the ground upwards, encompassing both informal and formal recognition methods. This could include: 

• An employee app that lets managers share great performance with the wider organization
• A quarterly awards ceremony to recognize employees who have gone above and beyond
• Peer to peer recognition apps to encourage colleagues to support each other
• Training all of your employees in how to recognize their peers

That last point is important. In a recent survey, two thirds of businesses said that they trained their managers in employee recognition but only one third offered employees training in colleague recognition. To build a positive culture, it’s important that everyone knows how to offer praise, and its impact on creating an engaged workplace. Don’t leave it to chance.

It’s also essential to build employee preferences into this process. Some people might love receiving an award in front of all their colleagues; for others, this might seem more like a punishment! Ask your teams (or ensure your line managers do) what their ideal way of being thanked looks like. It's an employee engagement best practice worth following.

6 great staff appreciation ideas

1. Salary rise

Almost two-thirds of U.S. private sector payroll workers work in industries where the average weekly wage in the second quarter of 2021 was at least 5% higher than it was in the second quarter of 2020, according to the Bureau of Labor Statistics. 

If your rates of pay haven’t budged since pre-pandemic, they’re likely no longer competitive. Show your staff you're serious about your long-term relationship by bringing them up to market rate – or higher! Costs of living are rising rapidly right now, and your team will appreciate it. 

2. Public shoutouts

Use your employee app or intranet to shout about individual and team successes. As well as the warmth of public recognition, this helps your employees build their networks in your organization and get noticed by those who could help them progress. . 

3. Fun benefits and perks

There’s nothing wrong with offering your employees a little treat every now and then. It won’t make or break employee engagement (a decent salary and day-to-day appreciation are far more important considerations), but it’s definitely a great addition. 

Spa days, vouchers for department stores, team days out, gym memberships and personal development funds are all great ways to do this – you might have some ideas of your own. 

4. Identify and celebrate key milestones

What we don’t mean: only celebrating 10-year milestones and giving your employees a watch on retirement. Things have moved on since the 1950s.

What we do mean: finding milestones that are meaningful to your business and celebrating little and often. Passing probation, completing advanced training, promotions and getting that first landmark sale are all worthy of celebration. Identify some that are meaningful to your workforce. 

5. Individual and team specific 

On some level, you’ll have to rely on your line managers to ensure employees feel appreciated on a day-to-day basis. Train them to express their appreciation frequently, and give them a budget for treats like team socials and post-project meals out. It’ll make all the difference.

6. Employee Appreciation Day

Dedicate a day to saying thank you to your employees! In the US, the official Employee Appreciation Day is celebrated on the first Friday of March, but you could hold your own staff appreciation day whenever suits you best. 

Employee Appreciation Day ideas include running an awards ceremony to recognize all the effort your employees have put in over the year, followed by a few hours of fun to celebrate these achievements. Fire up the grill (or hire a food truck), plan some fun activities and let everyone have a great time. 

On a budget? 

It’s not all about the fancy extras. Some of the most effective employee appreciation ideas are free: 

• Creating a ‘wall of fame’ for great achievements 
• Celebrating employees’ birthdays, marriages and other life events
• Putting effort into feedback, so that employees can develop their skills 
• Providing opportunities that will help build experience, such as shadowing other roles

Working remotely? 

This doesn’t need to stop you! Try using an employee app that will allow you to share your appreciation virtually. You could also try the following employee appreciation ideas:

• Early finish Fridays, especially in summer
• Celebrations and awards ceremonies via Zoom or similar
• Constant engagement and feedback via Slack or your other messaging channels
• Treats (food, vouchers, care packages) via post. Everyone loves surprise mail!

Staff appreciation quotes 

What you say and how you say it matters! Use these ideas as templates so that you really get the message across. 

Every day: “Thank you”

Often, it doesn’t have to get much more complicated than this. 

“Thank you for getting that report to me so promptly.”

“Thank you for stepping in last minute – we were really short.”

“Thank you for all your hard work this week – it’s been a long one.”

For small, day-to-day actions that have made everyone’s working lives a little easier, there’s no better alternative. 

Recognizing consistently good performance: “I’ve noticed that…”

All too often, it’s large, one-off actions that get noticed rather than consistently good performance that keeps the organization running. Avoid this trap with the “I’ve noticed…” approach. 

“I’ve noticed that you always make sure the shop’s tidy before locking up, even though that’s not your role.”

“I’ve noticed that you always hit deadlines without fuss, and it makes it so much easier for everyone else.”

“I’ve noticed that you always take the early shift to make life easier for colleagues with kids.” 

Follow up with thanks, by passing on this info to higher ups in the business and potentially with a token of your appreciation – lunch on the company, an early finish this weekend or a large box of baked goods can all work, depending on the situation. 

One-off actions: “That really made a difference”

For those times where an employee knocks it out the park, it’s always worth emphasizing the impact of their actions. Employees want their work to be meaningful, and this lets them know 

“That report gave senior management a real insight into some of the issues we’re facing, and really made a difference in how we’re going to approach them.”

“That big deal you landed made a huge difference in us meeting our quarterlies. You should be very proud.”

“The new processes you suggested save us so much time. They’ve really made a difference to employee wellbeing.”

Again, follow up with an appropriate reward for maximum impact, whether that’s an award, a bonus or something similar. 

Employee appreciation ideas: final thoughts

People like to feel appreciated, so a quick ‘thank you’ here and there works wonders for employee retention.

And, now that your employees can walk out of the job and be reasonably certain of finding another one pretty quickly, ‘thank you’ is a must. If your employees don’t feel appreciated, they will leave. 

It’s all about the basics here. A fair wage, regular appreciation and long-term support will go further than doling out a few Amazon Prime vouchers once every quarter. Employee recognition should be a constant process that’s built into the heart of your business. 

That’s not to say additional treats aren’t motivating. Rewards and bonuses of all kinds can be fantastic tactics as part of an employee engagement strategy, and they will make your staff feel appreciated. They are, essentially, the cherry on the top of your rewards program. Get the foundations right first for best results.  

Blink helps you show employees the appreciation they deserve. Get your free demo today.