Subject areaProcess and organisation
Also known asinternal comms
Internal communication is the set of information flows between the people and the functions of a company: management announcements, updates between departments, collaboration tools, meetings.
Its job is to let everyone know what is decided, why, and what changes in their work, and to collect feedback from people.
Its value shows on the outside. A customer perceives a consistent company when marketing, sales and service know the same things at the same time, so fluid internal communication is a condition of organisational alignment and of the quality of the customer relationship. Tone matters: the formal language of internal memos, carried into a corporate blog or onto social media, pushes readers away instead of engaging them.
An example
A machine tool company changes its warranty terms. The sales rep finds out from a customer, because the news stayed between management and the technical office: an internal note the same day, explaining why the terms changed and answering the obvious questions, would have spared an awkward moment with the customer.
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Enrico Giubertoni. Licensed under CC BY-NC 4.0: you may quote, translate and adapt this entry with the author’s name and a link, stating any changes. For commercial use, write to info@enricogiubertoni.com
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