Internal Communications

At the end of this unit you should be able to

1. Recognise how information flows within an organisation

2. Identify formal and informal communication structures within an organisation

3. Discuss the importance of keeping open channels of communication

4. Identify specific channels/media of communication and their usefulness in particular situations

5. Conduct a communication audit on a business or organisation

What we will look at in this unit

• Formal Communication Structures – Organisation Chart

• Communication Flow – up, down, lateral,• Informal Communication – grapevine• Communication media – – Types– which to choose

• Internal communications audit

Internal Communication

• refers to the exchange of information that occurs among people within the organisation

• good internal communication systems necessary for efficient functioning

Why is internal communication important?

Why is internal communication important?

• Essential to functioning of organisation• Creates understanding-objectives & roles• Improves culture• Job satisfaction• Safety• Decrease litigation, staff turnover &

absenteeism

FORMAL Internal Communication STRUCTURES

• Sanctioned by management• Follow predictable paths• LIST examples of formal internal

communication structures.

Organisational Chart

Task: Organisation Chart

Identify an organisation to which you belong or have belonged. Sketch the organisational

chart.1.Is it tall or is it flat?2.Does the chart reflect the organisations

culture?3.What are the strengths and weaknesses of the

structure?

Communication Flow - 3 basic directions

1. Downwards

2. Upwards

3. Laterally

4. Diagonally

Information Flow in a Retail Organisation

Strategic information

Operational information

• Information about the organisation’s mission, values, strategic goals

• Employee handbook • Standard operating manual • Job descriptions • Information about major accomplishments,

concerns, announcements, audits, etc• Operational issues and decisions

Downward Communication

Downward communication

STRENGTHS WEAKNESSES

Downward communication

STRENGTHS

• Establishes clear lines of authority and who does what!

• Logical way to keep employees informed

• Can motivate employees towards the organisations vision & strategy

• Employees get to know managements view

WEAKNESSES

• Message gets diluted or distorted

• Wrong channel may be used

• Messages may be withheld or manipulated

• Could damage morale• Information overload• Problems with accuracy,

consistency, completeness

• Resistance from managers• Information overload• Organisation structure – e.g. tall organisation with many levels of

management

• Organisation culture/ management style– e.g. very formal bureaucratic culture; closed,

secretive management style

Barriers to Downward Communication

• Status reports, reports to management

• Notification of problems

• Complaints/ grievances

• Ideas and suggestions

• Attitudes

Upward Communication

Upward communication

STRENGTHS WEAKNESSES

Upword communication

STRENGTHS

• Invaluable source of new ideas & information for managers

• Enables employees to participate

• Motivates employees• Empowers employees

WEAKNESSES

1. Employees playing politics2. Fear of speaking your

mind3. Managers hearing but not

listening4. Gatekeeping5. Added frustration

Reasons for Poor Upward Communication

• horizontal communication between staff at the same level in the organisation. It is used for:

• Liaising and co-ordinating activities

• Sharing information and ideas, expertise and best practice

Lateral Communication

Lateral communication

STRENGTHS WEAKNESSES

Lateral communication

STRENGTHS

• Strengthens teamwork• Spreads knowledge, skill &

expertise• Reduces dependence on

management• Contributes to positive

atmosphere of mutual support

WEAKNESSES

• Cliques could form and shut others out

• Employees may feel managers need to be more involved

• Employees may find it difficult to cope with continuous later communication

• May not work in a competitive environment

• Increased specialisation of organisation sub-units

• Problems with language - different ‘jargon’

• Power rivalries and gate-keeping

Reasons for Poor Lateral Communication

• communicating with someone who is • not at the same level in the organisation and• not in direct chain of command

Diagonal Communication

Diagonal Communication

Diagonal communication

STRENGTHS WEAKNESSES

Diagonal communication

STRENGTHS

• Reduces barriers between departments

• Increase knowledge flow between departments

• Creates better understanding between departments thus increasing overall team effort

WEAKNESSES

• May offend your manager• May not be appropriate to

communicate in this way• May cause rivalry if two

departments become very close at expense of others

• Important information may not get communicated upward/downward

Task: Communication Flow

Think about your organisation earlier1.What direction does communication flow in

this organisation?2.How effective are they?3.What are the barriers to communication?

Informal Communication• Pathways of daily interaction• Dependent on social relationships

The GrapevineIn favour of Against

The Grapevine

In favour of

• Messages travel quickly• Often the only source of

vital information• Some say mainly accurate• Builds cohesiveness• Creates culture• Test bed• Natural & relaxed

Against• Information follows an

unpredictable path• Usually some element of

distortion• Information unrecorded • Some people may be

bypassed or excluded• Can be damaging

Clique 1

The Grapevine

Clique 2

Clique 3Clique 4

Isolate

Task: I heard it through the grapevine !

1. What information do you receive informally in your organisation?

2. What information did/do you receive informally as a student?

‘The Medium is the Message’Marshall McLuhan

Key decisions1. What is the PURPOSE?2. Who are my AUDIENCE?3. Which is the most

effective channel of communication (MEDIUM)?

When choosing a Medium…..

Consider……………

• Speed• Distance• Quantity• Intimacy• Talent

Task: Your choice of media?

1. List as many media types used by organisations.

2. Give examples when to use each type for communication in an organisation.

Internal MediaFormal Informal Other

Intranet Email Intercom

Meetings- many types/

Briefings

Instant messaging

(IM)

(Electronic) notice board

Manuals/reports/memos/letters

Informal meeting

Magazine/ezine Informal chat

Corporate video

Summary- Internal Communications

• Good communication essential to organisational functioning

• Formal & informal communication

• Choosing appropriate medium critical to effectiveness of message