Encouraging internal communications
Dec 16, 2015
5 types of information flows in an organization
Incoming information
Internal communication
Clients
Peers
Policymakers
Barriers to communication
Job definitions Procedures Institutional barriers Hierarchical barriers Interpersonal barriers Language
Barriers to communication
Procedures What should I do
with this? What is the correct
work flow? Who should I give
this to?
Barriers to communication
Institutional barriers I don’t have to give
you information I’m not allowed to
give you information I don’t understand
you
Barriers to communication
Hierarchical barriers My boss doesn’t
listen to me My staff don’t talk
to me Your boss won’t let
me talk to his staff Need to delegate
responsibility and authority
Barriers to communication
Interpersonal barriers Personality differences Cultural barriers Educational level Technical language
Barriers to communication
Language English/فارسی Technical terms Time needed for
translation Accuracy of translation
Internal communications
Vital to share information openly across the organization
Everyone should know what is going on They need accurate, up-to-date information
to do their jobs If internal communication doesn’t work, the
organization grinds to a halt
1 Downward communication
Relatively easy to manage
Ensure staff know what their job is
Keep staff informed about changes
Communicate orally, then follow up in writing
1 Downward communication
Staff information needs Job responsibilities
What is my job? Performance feedback
How am I doing? Individual needs
Does anyone care? Work unit objectives, results
How is my unit doing? Vision, mission, values
Where are we headed? Empowerment
How can I help?
2 Upward communication
Hard to manage Boss must be willing to
listen Especially to bad news
Boss must take time to listen
Staff must be willing to share Especially bad news
2 Upward communication
Mechanisms Short, written weekly
notes summarizing activities and problems Boss must provide
feedback Regular staff meetings
to discuss activities Staff copy relevant
emails to boss Visit staff’s workplaces Keep your door open
3 Horizontal communication
Necessary to ensure coordination, avoid “islands” or “information silos”
Encourage/require staff to communicate among units
3 Diagonal communication
Can be formal – eg teams
Can be informal Build cross-
departmental teams Encourage friendliness
and informality Encourage informal
interaction
Archiving information
Have an efficient filing system Hardcopy, softcopy
Provide documents to webadmin to put on website Public documents Restricted documents
Email and internet
Teach staff computer skills Provide staff with internet access Encourage use of internet and email Require staff to use organizational email
address
How to encourage internal communication Make information sharing part of job
description Define reporting and information sharing
responsibilities But avoid over-rigid procedures if possible