Internal Communication

For a long time managers concentrated more on the company’s external communication, especially with customers. However, they have begun to realize that also internal communication is very important, recognizing, that employees have more to do with the company’s success than any other constituency.

Implementing an Effective Internal Communication Program

Seven steps for implementing an effective internal communication program are described.


  1. Communicate up and down
  2. Make time for face-to-face meetings. Regular meetings ensure that employees have access to the management (share company results with the employees and ]responsiveness to employee feedback).
  3. Communicate online. Since the 1990´s Intranets are used in firms to communicate inside the company.
  4. Create employee-oriented publications (monthly newsletters or magazines).
  5. Communicate visually
  6. Focus on internal branding
  7. Consider the company grapevine. Communication does not only occur over formal channels, in fact most of the communication is informal talking.

Management’s Role in internal communications

It is very important that CEO’s and senior leaders of companies understand the importance of internal communication. Especially because they are the “culture carriers” and visionaries within a company, they need to set a good example.


Basically it all comes down to one conclusion: managers need to get out from behind their desks and go out and get to know the people who are working for them. Even with all the technology available to communicate with employees, the most important factor of internal communication begins with the manager.


“I experienced the importance of internal communication during one of my internships. I worked as a Back Office member of a Private Banking and I had to communicate everyday with the sales and trader of the front office. This people earned a lot of money and the bank earned also a lot of money thank to them but their internal communication skills were generally very bad. They were very busy people, under pressure and the work of the back office was really not their priority. However, we had to work with them to check their deals. And back office is a vital part of the working process in the investment Institution. For example, when I checked their deals and how they registered them in the Information System I scope several mistakes that could have huge impacts on the financial results. And they are paid according to these financial results because the main part of their income comes from bonuses. Thus, they should be interesting in having good relationship with people who “work for them” everyday. However, it was not the case at all. The communication between the two departments was so bad that some of my team member did not want to work with some sales people and do not their job properly because of this no communication. When you worked in the Back Office, you are dependant of people who work in the Front Office and you need them sometimes as they need you. But in this company, when you try to call them the answer was usually that they have no time to spend with you, that you were boring them and they were losing their time with you. This feeling of inferiority was really not good for the company and manager of each department try to change this relationship by organizing dinners and parties.

At this time, I would like working as a sales in the financial market and I promise me to be careful on how to communicate with middle and back office because I knew how they could be useful”

See the video of a French bank Front office. That’s a stress job!

Published in: on July 2, 2008 at 10:41 am  Leave a Comment