Internal Communications 101: Driving Business Outcomes

Imagine information being shared in the most seamless and integrated way. It’s an idealistic thought, but one that is achievable and capable of influencing positive business outcomes. Internal communications—and how they happen—matter.

In fact, it’s so important, we’re bringing you a three-part series to tell you everything you need to know to optimize your company’s communication. 

In part one, we’ll explore the importance of internal communications and best practices. Keep reading to learn more.

What is internal communications?

Internal communications are the heartbeat of any organization. It means everyone from the newest recruit up to the CEO is on the same page. This isn’t just about sending emails and memos – it’s about creating a cohesive network of information flow throughout the company.

Whether you’re looking to improve employee engagement, develop collaboration skills, or drive campus recruitment efforts, excellent internal communications can help you achieve your business goals quickly.  

The key components to effective internal communications

There are several crucial elements involved in internal communications. These include:

• The channels: in other words, the methods used to convey messages like email, chat platforms, and face-to-face meetings. 
• The tools: any software or systems that facilitate communication, like an intranet or an app.
• The strategies: plans that determine how and when information is shared to maximize impact and clarity. 
  
  

The different types of internal communications

Not all internal communication is of the same caliber. 

Formal communications are the structured, official messages that flow through the organizational hierarchy, like reports and policy updates. 

Information communications are spontaneous, often casual interactions, which are good for building relationships and sharing quick updates. 

There’s also the flow of communication, whether top-down from leadership to staff, bottom-up from staff to leadership, or horizontal, where colleagues exchange information with others on the same level.

Why does internal communication matter for your business?

Communication is about exchanging or imparting information. Effective communication, however, is much more than that. Instead, it’s a catalyst for motivation and morale. When internal communication is clear, it reduces confusion and frustration among employees and leads to a more motivated and, therefore, productive workforce. 

Improves teamwork

If you want to boost collaboration, you need to create a pathway for seamless communication. 

Teams that communicate effectively are aligned on their goals, share resources, and solve problems together. When communication channels are open and transparent, it’s much easier for employees to exchange ideas, too, which leads to smoother project execution and more innovative solutions. 

Builds resilience

Effective communication is also essential for guiding teams through organizational changes. It helps them to mitigate resistance and creates a smoother transition. With regular updates and feedback loops, employees are better able to understand the changes and their role, which leads to minimal disruption and a more efficient implementation. 

Improves customer satisfaction

Of course, internal communications is focused primarily on internal processes. However, these communications ripple outward to customer satisfaction and service. Clear communication within teams means that customer queries are handled promptly and effectively. When internal communications are strong, teams are better coordinated, and service quality improves.

3 effective internal communications best practices

Building a good communication strategy is vital for all businesses. Business leaders should start by defining their communication goals to determine what messages need to be delivered, through which channels, and at what frequency. 

These communication goals need to be aligned with the company’s overarching goals so that each message supports your objectives and vision. 

By beginning with a detailed plan that outlines roles, responsibilities, and procedures for disseminating information and reviewing it regularly, you’ll ensure this is both effective and relevant.

1. Use appropriate communication tools and technologies

Technology can enhance internal communication significantly. Tools like a cloud PBX system streamline voice communications, while intranets and collaboration platforms offer centralized spaces for collaborating and sharing information.

While these tools offer many benefits, such as improved accessibility and efficiency, they also have some limitations, like potential integration issues and the need for ongoing maintenance. It’s important to invest in team training to stay up-to-date.

2. Ensure clear and consistent messaging

To avoid misunderstandings and maintain clarity, messaging needs to be consistent. There should be a style guide that’s adhered to. This should have:

• A standardized format such as a template for routine communications.
• A uniform and consistent tone. 
• Guidance on common language. 

Teams should be updated regularly, too, to prevent information silos. 

3. Measure and evaluate the effectiveness of your internal communications

To know if your internal communications are making the desired impact, you need to measure and evaluate their effectiveness regularly. Use metrics like employee engagement scores, feedback surveys, and communication reach to gauge how well messages are being received and understood. There are several ways to gather this information, such as:

• Surveys and polls: collect feedback about the clarity and effectiveness of communications. 
• Analytics tools: track engagement with internal communication platforms and content. 
• Performance reviews: assess how communication strategies are influencing business outcomes. 
  
  

Conclusion

Internal communications are more than an operational necessity. These are – and should always be – a strategic asset. Effective communication shapes how information flows within your team and wider business. It impacts employee engagement, which then impacts the overall performance of the business itself. 

Fortunately, the landscape of internal communications has shifted massively in recent years, and there are more strategies and tools than ever before. To remain effective, be proactive and flexible.

With AI and remote working continuing to shape how we communicate at work, it’s vital to stay informed about the latest innovations and trends in internal communications. That way, you can harness its full potential and reap the rewards as a result.