Category: Internal Communication

Effective Internal Communication Drives Business Success Say Investors

I had the opportunity, recently, to meet with some representatives of a private equity firm that has helped dozens of companies achieve success. Their track record has been impressive and their approach somewhat unique. They don’t just infuse money, they also infuse time, talent and expertise into ensuring that these companies do achieve the success they’re hoping for.

I asked them about the most common issue or problem they encountered when first working with these companies. I was surprised Continue reading “Effective Internal Communication Drives Business Success Say Investors”

The Leader Sets the Tone for Effective Communication

I recently had the opportunity to observe two different group interactions at two different companies and the contrasts were striking.

At one, the entire group–a newly formed group–was engaged, enthusiastic and positive; they interacted openly with their team leader who was inclusive and affirming of their input. In the other, a group that has recently undergone some leadership changes, but has been in place for some time, interactions seemed Continue reading “The Leader Sets the Tone for Effective Communication”

Don’t Hold Back on Employee Communications

As I work with different organizations I’m struck by the variation in their approaches to communicating with employees. Having worked in director of corporate communications roles for several years in some very large companies, my bias is toward communicating more not less. And, I’ve been fortunate that the companies I’ve worked for have been very open, transparent and honest with their employees.

Not all employers take that approach, however, and it’s not a place Continue reading “Don’t Hold Back on Employee Communications”

Don’t Keep Your Strategic Plan a Secret!

Having been involved in corporate communications and public relations for a number of years I’m well aware of the concerns that organizations often have about too much information being shared with too many audiences. Transparency, I believe, is under-rated! While there are obviously “trade secrets” or “inside insights” that organizations wisely protect, too often information that does not really present any real risk is kept close hindering the ability of the organization to actually achieve its goals.

One big example of this is Continue reading “Don’t Keep Your Strategic Plan a Secret!”

Creating a Lasting Brand Image

Why do some brands become cultural legends that stand the test of time, while others ebb, flow and eventually sink? The brand is the cornerstone of any business and is, unfortunately, often misunderstood. That is possibly why the brand is also often so mismanaged. Brands are not, are not, ARE NOT logos, taglines or corporate colors. Brands are not advertisements. Brands are not Facebook pages. Continue reading “Creating a Lasting Brand Image”

Do Happy Employees = Happy Customers? No!

Common wisdom suggests that there is a direct correlation between employee and customer satisfaction. Common wisdom, of course, is often flawed. Just ask a couple of my favorite business authors, Dan Ariely (Predictably Irrational) and Steven Levitt (Freakonomics). Sometimes the things that we believe to be true, simply aren’t.

A few years ago an article in the Harvard Business Review Continue reading “Do Happy Employees = Happy Customers? No!”

Are We Over-Relying on Technology for Interpersonal Communications?

Anybody who has ever observed people–usually, but not always, teenagers–standing together, yet communicating via text messaging can recognize that sometimes technology is overused. Whether email, social media, texting or the use of mobile devices, the downfall of these practices is to minimize face-to-face or voice-to-voice contact which can be a definite drawback. In business settings, studies consistently indicate Continue reading “Are We Over-Relying on Technology for Interpersonal Communications?”

Why Communication Fails

“They just don’t get it!”

“How many times have we told them this?”

“Why don’t they understand?”

These are common phrases in the world of business, whether applied to employee communication, marketing communication or customer communication. But there is something fundamentally wrong with each of these statements which contributes immensely to our failed communication efforts.

Continue reading “Why Communication Fails”

Branding From the Inside Out: Two Critical First Steps

Generally I advise clients to view their organizations, products and services from the “outside in.” In other words, they need to put themselves in the position of their desired audience and consider what is important to their audience, rather than what is important to them. Too often I’ll hear organizations talk about how they need to “communicate our Continue reading “Branding From the Inside Out: Two Critical First Steps”

Lofty Language Fails to Connect

For those communicators who work with — or who are! — professionals who required multiple, high-level degrees to practice in their careers, there can be a tendency to “speak in lofty language.” They forget that those who are *not* members of their profession *don’t* speak in their language. They fail to realize that, rather than being impressed by their advanced knowledge, their intended audience is simply confused and disinterested. Worse, when their intended audience doesn’t “get” the message they don’t *get* the message. Continue reading “Lofty Language Fails to Connect”