Connecting with deskless workers

“You can’t do your job properly by just sitting at your desk,” a former boss once said to me. Some might say I took his advice a little too enthusiastically, and have enjoyed travelling to multiple countries, spending time with deskless workers, understanding what they do and using this insight to inform my comms activity.

How to effectively communicate with deskless workers has been one of the long-standing challenges in internal comms. In an ideal world, we’d all be out there more, but travel budgets, time and team capacity don’t always allow for it.

So how do you connect with your deskless workforce when you can’t always be there in person?

The deskless disconnect

Deskless workers are people who do their jobs away from a desk or screen often in roles like manufacturing, retail, healthcare, and logistics. We often refer to them as non-wired as typically they don’t have regular access to email or digital comms tools.

Despite making up 80% of the global workforce, they’re often overlooked when it comes to internal communication. Research points to a “deeply disconnected” group who don’t feel seen, heard or included in central communications.

From cascade to conversation

Too often, the default fix is to introduce an app or digital signage. And while those tools have their place, deskless workers tell us they want to hear from people they trust, often their line manager or supervisor.

This often means relying on a cascade through local managers. In my experience, however, cascades are not particularly effective . Too often, messages lose meaning as they filter down. When we talk to clients about improving communication with deskless workers we ask them to rethink the approach from cascading messages to enabling two-way conversations. This means equipping managers and leaders with the right tools, and support so they can facilitate local conversations that help to build trust.

Implement a Champions Network

Local communication champions can play a pivotal role in improving communication with deskless workers. When supported properly, they help ensure consistent, high-quality delivery of central programmes while also acting as a vital two-way listening channel. They can also be invaluable during periods of significant change, where they can help facilitate meaningful, on-the-ground conversations creating time and space for employees to reflect on what’s happening, discuss the impact on their day-to-day roles, and share questions or concerns in a trusted environment.

If you’re looking to improve how you connect with this vital part of your workforce, here are five practical ways to get started

1. Start with discovery. If you’re not sure how your comms are landing, run a quick audit or light-touch discovery. Speak to a cross-section of colleagues and ask simple questions such as How do you usually hear about updates? What’s helpful? What’s missing?

2. Make it easier for managers to communicate. Line managers and supervisors are the most trusted source of information for deskless workers but many haven’t had the training to communicate well..Equip them with concise materials, key messages, and practical support like training or talking points so they’re not just delivering messages, but encouraging real conversations.

3. Consider implementing communication champion network. With the right support, champions can sense-check messages, surface insight, and help messages land in a way that feels human and local. They’re also invaluable during change creating space for reflection, discussion, and feedback.

4. Check your content is relevant. Deskless workers operate in a different context from their office-based peers. Long emails or corporate tone rarely cut through. Make it short, clear, and practical and where possible, get feedback from the front line before sending out

5. Respect private spaces. It may be tempting to put posters in canteen areas and locker rooms but these are where people go to relax or switch off so use them sparingly.