How to improve your internal communications channels

Summary

In this video, Joanna, an internal communication consultant, explores how to effectively review and optimize communication channels within an organization. She explains the importance of communication channels as infrastructure that helps information flow seamlessly. Joanna introduces a simple tool called the Communication Channel Matrix to audit and assess current channels, considering factors like purpose, audience, interactivity, and frequency. The video emphasizes the significance of understanding and improving channels to prevent information overload and ensure messages reach employees effectively, particularly in the face of organizational changes like digital transformation or remote work.

Takeaways

• 😀 Communication channels are the means by which information flows in an organization, including emails, meetings, blogs, and messages.
• 😀 Channels are like infrastructure in a city, enabling smooth communication. If they're poorly designed, messages can get blocked or lost.
• 😀 A good communication channel system is foundational before launching internal campaigns or messages, as effective delivery is crucial.
• 😀 If your communication channels are ineffective, it can result in frustration and information overload among employees.
• 😀 Common challenges in communication include employees lacking access to channels (e.g., email), or drowning in too many emails.
• 😀 Ineffective communication can make employees feel excluded or undervalued, especially if they aren't receiving critical updates.
• 😀 Information overload reduces productivity as employees spend excessive time sifting through irrelevant messages.
• 😀 To review communication channels, start with a 'Communication Channel Matrix,' listing channels, their purpose, audience, interaction type, and frequency.
• 😀 The matrix helps identify gaps or opportunities for more targeted or tailored communication channels for different employee groups.
• 😀 Evaluating your channels from the perspective of employee groups ensures the communication system meets their needs and preferences.
• 😀 Reflect on broader business goals (e.g., digital transformation, remote work) when evaluating and improving communication channels.

Q & A

What is a communication channel in an organization?

A communication channel is the means by which information moves around an organization. This can include tools like email, blogs, newsletters, meetings, and instant messages that help deliver messages from the sender to the receiver.

Why are communication channels important in an organization?

Communication channels are crucial because they act as the infrastructure for information flow within an organization. Just as roads and railways help navigate a city, effective communication channels allow information to flow easily. Poor channels can lead to information gridlock or messages being lost.

What is the role of communication channels in internal communications?

Communication channels are foundational to internal communication. They must be established before developing campaigns or messages, as even the best content will fail if it cannot be delivered effectively to the intended audience.

What problems might indicate that communication channels need attention?

Problems like employees not having access to email, email overload, or feedback from surveys indicating that employees feel uninformed are signs that communication channels may not be functioning properly.

How does ineffective communication impact employees and businesses?

Ineffective communication can lead to exclusion and disengagement. For example, employees without email access may feel excluded, while those overwhelmed by emails may lose productivity trying to filter relevant messages. Both scenarios negatively impact employee morale and business performance.

What is the Communication Channel Matrix tool?

The Communication Channel Matrix is a simple tool designed to assess and review communication channels within an organization. It involves listing all channels, identifying their purposes, target audiences, interaction types (one-way or two-way), and frequency of use.

What steps should be followed to create a Communication Channel Matrix?

Start by listing all communication channels. Then, define their purpose, identify their target audience, assess whether they are one-way or two-way, and note the frequency with which each channel is used. Finally, review the matrix to identify opportunities for improvement.

What are some common issues organizations face with communication channels?

Common issues include communication overload, improper targeting of audiences, and insufficient use of specific channels for different employee groups. For example, relying solely on email can alienate workers who don't have access to it or are overwhelmed by it.

What questions should organizations ask when reviewing their communication channels?

Organizations should consider questions like: Does the channel meet employees' needs? Are they accessible to all groups (e.g., shop floor workers)? Does the frequency of communication suit the employees? How do the channels align with the organization's future plans, such as digital transformation or hybrid work?

How can the communication channels be improved?

Improvement opportunities include tailoring channels to specific employee groups, reducing frequency if there is information overload, and ensuring that channels align with organizational changes like digital or hybrid work models.