It is easy to assume that your internal communications are effective and your team is fully up to speed with what’s happening in the firm. However, the reality can be somewhat different.
Whilst we may think we have told our staff things they need to be aware of such as new services, changes to policy and procedures, changes with clients, even a new security code for the front door (!) not everyone will take on board this information.
Everyone’s different!
There can be many reasons for this. Sometime people need to be told more than once in order for something to ‘sink in’. Sometimes people have preferred methods of communicating, i.e. they take on board information better if they are told face to face rather than in an email. Sometimes people want the ability to ask questions and discuss the matter in more detail.
The bottom line is the responsibility lies with you to make sure you are communicating effectively. If your team are not ‘getting your message’, chances are it is the way you’re telling it that is the problem.
How can you improve your internal communications?
You need to have different forms of communication happening on a regular basis. For example:
- Staff newsletters – emailed to everyone, but have some printed copies on notice boards, in kitchen areas, by the photocopier etc.
- Monthly/bi-monthly meetings – whether face to face and/or using a mix of video conferencing/Skype calls to homeworkers or staff working in different offices. These only need to be for 30-40mins. By bringing everyone together on a regular basis you make sure they receive the same information at the same time (thereby cutting down on Chinese whispers). However, you also give everyone the chance to ask questions, which others may find useful.
- Six monthly or annual staff away days – these can be used to communicate the firm’s strategy, progress being made towards business objectives, new products/services, sharing success and so on. Including a social element can also help staff and partners/directors to get to know each other better and improve communication.
- Office intranet – not only can these be used for storing and sharing key information about clients and the firm, they are another tool which can be used to help improve communication among all staff.
- Encourage participation in charitable activities to help raise money for local causes and achieve some good PR as a result. However, they are also a great way of bringing people together for a common purpose and to have a bit of fun.
- Social media – encourage staff to get involved with the firm’s social media. Get them to like and share relevant posts which the firm has made, but also to like and share interesting (work-related) articles which other members of staff have posted.
Improving internal communications takes time. The trick is to be consistent, if you say you’re going to do something, then do it, but also ask for feedback from staff.
The most effective forms of communication are where you allow staff to engage, ask questions, and come up with solutions which are fed back to management and the rest of the team. The information which is communicated shouldn’t just be intended to be one-way.