Closing the loop

Whatever the circumstances, keeping your staff informed should always be your first priority. Internal communications are the most vital link between managers and staff. This is particularly true during times of uncertainty and transition, such as during this prolonged lockdown period.

There are various types of internal communications that can be utilised to keep your staff engaged. For any changes or updates on the company, early engagement is essential. Presenting your message to all staff simultaneously and keeping them informed with a consistent voice and message throughout are vital in keeping them ‘in the loop’.

The art of conversation

Even in the digital age, there’s no substitute for conversation. Whether it’s during one-to-one or team meetings, or large-scale presentations, having an active dialogue is worth its weight in gold. In the present situation, such meetings can be carried out remotely, using platforms such as Zoom and Microsoft Teams. Attaining the right balance between the various media is crucial, so that your important messages and news updates are not lost in a wall of noise.

A live and active spoken dialogue can also better ascertain the mood. It will help assess if more needs to be done to assure staff. After all, you can’t read someone’s body language and tone via an email. There really is no substitute for conversing, where matters can be resolved in ‘real time’, without the need for lengthy email trails. A quick chat can save time and get to the crux of the message, with little chance of misinterpretation.

Conveying the message

Internal communications are sometimes referred to as employee engagement, internal marketing and company communications. The channels used to communicate your messages to your audience, i.e. your staff, are varied. These days the most frequently used channel is electronic media – this works equally effectively if your staff are present in the office, working from home, or furloughed.

It’s important that the message is consistent, regardless of whether you staff are working from home, or in the office. There shouldn’t need to be a context or explanation to make the message clear. With electronic messaging, there’s a certain flexibility, both to how the message is delivered and how the message is accessed. A digital message can be accessed a number of ways, from a computer or laptop, by phone, tablet or other devices. Tone of voice is the reader’s own, so it must be clear what the message is trying to convey.

Lines of communication

For office-based and remote working staff, the most direct way to keep all your staff in the loop is by email. This is especially useful if you have a large staff, with many different departments. Emails can be distributed easily, quickly accessed and are environmentally-friendly. Newsletters or bulletins can be issued electronically, and internal communications can be distributed efficiently via the company’s intranet. Some companies distribute both a physical newsletter and an electronic one, with the identical design being developed for both.  The response is instant too – the recipient can ping back a reply as quickly as they can type it.

Physical media

For your wider staff, who may not have readily available email access outside of their own personal accounts, physical media remains important too. These include, for example, posters, printed newsletter and other ‘desk drops’, which will still be essential in a post-lockdown working environment. These can keep staff informed of developments in the business and what the changes mean to them, reinforcing the message already presented in face-to-face communications and keeping your staff informed. Whatever your message, and however you transmit it, nothing beats the personal connection.