Internal communications
From Wikipedia, the free encyclopedia
Internal communications includes all communication within an organization. It may be informal or a formal function or department providing communication in various forms to employees. Formal functions of internal communication can include, Intranet, newsletters, e-mails, blogs, and surveys.
Effective internal communication - which can be said to be "downward, upward and horizontal" - is a vital means of addressing organisational concerns. Good communication may help to increase job satisfaction, safety, productivity, and profits and decrease absenteesim, grievances and turnover. Good communication helps to establish formal roles and responsibilities for employees.
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[edit] Definition
Communication is often defined as an exchange of information. "Exchange" involves at least one sender and one receiver - true communication thus infers a two way process (a dialogue, not a monologue). "Information" can involve text, senses and emotion.
Internal communication deals with the exchange of information, creating understanding, and behaviors within an organization. In addition it can help improve the culture of an organization through active participation of all employees, as opposed to one-way, authoritative communication. It may involve strategy, policy and an integrated use of communication channels.
An integrated internal communication strategy may use both media development (such as intranet, newsletter, e-mail, or wallpapers) and face to face meetings that can include a few or a lot of people. These meetings can develop some educational purpose -such the building of communication skills- or construct -when listening to the assistants- part of the "two way" communication.
[edit] Internal communication in practice
Internal communications (Internal Comms) departments have broken away from HR since the 90's and now report directly to the company's Board of Directors in modern companies. In small- to medium-sized companies where Internal communications has not been established separate from HR, there is a growing level of cooperation between this Human Resources function and Marketing Communications, a business function traditionally associated with advertising. This cooperation allows greater control over the corporate image within the organization, reinforcing its vision, values, and culture amongst employees, who can then communicate it to potential clients, investors, and new hires.
The way in which messages (communications) are presented to staff is important for a company wishing to create a cohesive workforce. Companies that value loyalty and high-achievements will want to work with the workforce rather than simply have the workforce work for them.
The ways messages are presented can have a negative or positive impact upon the reader, regardless of the core content of the message. While this could be condemned as spin (A UK word referring to spinning the truth into a more positive light. In UK late nineties/early noughties politics was dominated by Spin Doctors who advised the politicians on how to communicate), savvy companies will avoid manipulative and ambiguous messages as they destroy trust in the company, resulting in the staff disbelieving all internal communications, and seeking information from the biased external press (Consider a failing company that does not communicate redundancy figures properly to the employees; they will believe what the television and newspapers say, even if inaccurate)..
[edit] Features of good Internal communications
It should be:
- Timely; that is to say, should be presented to the employees before they hear it in the main media, or on the grapevine, but after all relevant details have been confirmed and approved.
- Clear; meaning that the key message is obvious and easily understandable.
- Concise; busy people do not have time to read/listen to waffle. All comms should present the meat of the story quickly and efficiently, and then offer further details. This fits the Inverted Triangle style of writing.
- Informative; the key message should be relevant to the reader, and give them new/more information or directions.
- Interesting; communications don't have to be interesting, however, boring communications do not have the effect that interesting communications has, and so effective and efficient communications to employees should be interesting. Interest can be added either in the content, by including additional details of general interest, or in the overall presentation.
The Internal communications team should adhere to certain values such as:
- Openness
- Honesty
- Truthfulness
- Listening to the staff
The Internal communications department becomes a focal point for interaction between official company representatives and the staff. This is a two-way communication.
The Internal communications department should be responsible for developing and maintaining a number of channels allowing effective communications to take place. These channels might include:
- A company wide intranet
- A regular Town Hall; an informal session where employees can listen to and talk with a company representative such as a Director
- Management Conference Calls for the directors
- Conference Calls for important announcements, such as strategy change, where a director may talk to all employees and then the Internal communications department arranges for questions to be asked live
- Internal newsletters
