Internal communications

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Internal Communications is a function or department within companies that recognise the need to provide professional communications and useful information to their staff.

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.

The way in which messages (communications) are presented to staff is important for a company wishing to create a cohesive workforce. Company's 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'* 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).

• spin = an 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.

Definition of general Communication.

What makes a good piece of Internal Communications

Comms 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 direction.

• interesting; comms don't have to be interesting, however, boring comms do not have the effect that interesting comms 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 Comms team should adhere to certain values, such as: openness; honesty; truthfulness and of listening to the staff.

The Internal Comms department becomes a focal point for interaction between official company representatives and the staff. This is two-way communications.

The Internal Comms department should be responsible for developing and maintaining a number of 'Channels' to allow effective communications to take place.

The channels might include:

• a company wide intranet;
• a regular 'Town Hall', an informal session where employees can listen to and talk with a company represnetative such as a Director;
• Management Conference Calls for the Directors;
• Conference Calls for important announcements, such as strategy changes, where a Director may talk to all employees and then the Internal Comms department arranges for (screened?) questions to be asked live.
• Internal Newlsetters;