Effective internal communication is critical to the success of any organization. Selecting the right communication channels plays an integral role in facilitating this process. In 2024, evolving internal communication channels, both traditional and new, will continue to merge. This guarantees that organizations will have numerous attractive options for fostering employee engagement and maintaining effective internal communication.
But what about the communication channels organizations use? Are they adequate?
Gallagher research states that only 63% of those working in organizations are satisfied with the internal communications channels on offer. Furthermore, 43% are convinced that their company doesn’t invest enough money in communication technology. They also complain of a lack of personalization and the ability to segment audiences.
“Overall, the gap between the promise of digital innovation and the reality of the digital experience faced by employees continues to widen.”
Gallagher
There’s a lot to think about. So, in this post, we’re going to give an overview. We’re going to identify and discuss the most important internal communication channels that are likely to apply in 2024. We will also highlight their unique benefits and applications.
Let’s start at the beginning.
What are Internal Communication Channels?
Internal communications channels are mechanisms that are used within organizations to facilitate a smooth flow of information. They enable leaders to share critical data, reach goals and deadlines, discuss upcoming projects, ask for and give feedback, and basically keep the wheels of the organization turning. Each channel serves different purposes and may be designed to reach a specific target audience within the firm, depending on the platform.
Whether you are using a simple email template builder or a complex enterprise chat tool, the essence of all internal communications channels is to foster a culture of transparency, team engagement, and continuous improvement within an organization.
But, why are these channels significant in a workplace setting? Why do they matter?
Internal Communication Channel Resource
Professional Communications, a definitive book published under Creative Commons, has a full chapter dedicated to communication channels and how to choose them. Although published in 2018, it defines all the communication channels in the form of methods and tools we use in the communication process and is 100% relevant today.
Examples include email, intranet, instant messaging, e-newsletters, and a whole lot more. With the integration of modern technologies, these communication avenues have expanded to include digital platforms like chatbots, web conference calls, enterprise chat tools, and employee communication apps.
While the authors don’t mention synchronous vs. asynchronous communication by name, by highlighting email, intranet, and so on (which is asynchronous) alongside synchronous communication (which involves real-time interactions) they show how important both are.
The book provides an excellent grounding for employees with little or no knowledge or experience in internal communications.
It points out that channels (or mediums) that we use to communicate messages invariably affect how our audience will receive and relate to the message. Verbal, written, and non-verbal communication channels have different strengths and weaknesses. However, an interesting observation the authors make is that digital communication channels embody all three types. Think about it.
“Digital channels extend from face-to-face to video conferencing, from written memos to emails, and from speaking in person to using telephones.”
Professional Communications
Why do Internal Communication Channels Matter?
Returning to Gallagher’s State of the Sector 2022/23 quoted above, it’s interesting to see how organizations rate the internal communications channels they have to use. Gallagher’s survey asked participants to rate their internal communications channels’ ability to do certain things. The percentage shown here indicates a response of either very good or quite good:
- Reach people wherever they are based 73%
- Connect people on a human level 60%
- Create a consistent experience for all employees 59%
- Provide opportunities to gather feedback from employees 55%
- Drive collaboration 52%
- Allow employees to share their own content 45%
The report also points out that until 2012, face-to-face (synchronous) communication dominated internal communication channels. At the same time, digital channels (which can be synchronous or asynchronous) started to expand beyond the use of intranet and email announcements. But it still isn’t a priority. Only 14% of organizations said they would prioritize digital communication by introducing new digital channels. This could be a problem, since having efficient internal communications channels isn’t just ideal — it’s critically important.
It’s also vital to use a good mix of channels to suit all needs. In its Global Digital Employee Experience (DEX) Survey 2023, Riverbed warns that companies must take the “high digital expectations” of younger Millennials and Gen Z employees into account. This is based on 91% of decision-makers highlighting the importance of providing more advanced digital experiences to meet their needs.
Effective internal communication channels, both synchronous or asynchronous, face-to-face and digital serve as vertical and horizontal lines of communication that connect every corner of any organization. They promote collaboration and an unwavering workflow.
4 Reasons Why Internal Communication Channels Are Important
Internal communications channels:
- Boost employee engagement
Effective internal communications encourage dialogue. They allow employees to express their thoughts and contribute ideas, fostering a sense of belonging and job satisfaction. Whether it’s sharing the latest company news via a digital notice board or receiving team updates through project management tools, this direct involvement significantly boosts employee engagement. - Improve transparency and trust
Open and fringeless communication encourages trust. Channels like internal blogs, instant messaging, and video conferencing software allow every individual to stay informed about an organization’s progress, upcoming tasks, and changes. - Enhance decision making
Access to an efficient flow of information enables employees to make informed decisions. With the utilization of internal communications channels, employees become aware of the company’s current status and plans. This is sure to lead to better strategic decisions on all sides. - Promote organizational culture
By promoting transparent communication, internal channels contribute to the development of a healthy working environment. Channels like social media, employee newsletters, and internal podcasts do wonders when it comes to promoting a culture of unity and collective progress.
In essence, a strong internal communication channel strategy operates much like the nervous system of a body, maintaining the alignment of functions and the overall health of the organization. So the question remains, what channels should you use for your organization and how can you effectively utilize them?
Most Important Internal Communications Channels
It can be both a challenge and a blessing to recognize that the boundaries between face-to-face, print, and digital communications continue to blur. To simplify the conundrum, Gallagher groups internal communication channels into three groups based on what they empower employers to do:
- Share corporate messages — broadcast channels
- Drive collaborative working and networking — collaboration and interpersonal channels
- Enable people to find the information they need — self-serve channels
Using this categorization, we’re going to explore the 20 most important internal communication channels.
Broadcast Channels
Broadcast channels are receptive internal communications channels that push information to the workforce as a whole, regardless of their geographic location or work patterns. They are all excellent for sharing the latest company news and important information. Gallagher found that the three broadcast channels used most are email announcements (94%), “all-employee conferences” organized for members of an organization’s workforce (76%), and newsletters that are emailed (65%).
#1 Email Announcements
An email is still a primary internal communication channel. Despite the rise of social media and instant messaging, emails remain a standard for all kinds of external and internal communications, both formal and informal. Plus, with the rise of email template builders, the ability to create, send, and track email analytics has become much easier — and considerably more effective.
Many other researchers agree with Gallagher’s findings. For instance, according to Statista, in 2022, 333-billion emails were sent and received daily around the world. They reckon that by 2026 this figure will increase to an incredible 392.5-billion emails every day. According to Project.co, one third of people communicate with their colleagues primarily via email.
#2 E-Newsletters
E-newsletters serve as a reliable communication channel for keeping employvees in the loop about company updates. A fortnightly or monthly employee newsletter can include everything from project updates to employees’ personal accomplishments.
#3 Face-to-Face or Virtual Conferences/Town Halls
Face-to-face or virtual town halls enable real-time interaction and encourage open dialogue. Despite the rise of remote work, this format has evolved by integrating video conferencing software such as Zoom or Microsoft Teams.
Gallagher states that these events, both attended by all employees or senior managers, are the most effective internal communications channels, as 88% of respondents rate them as “‘very effective” or “quite effective”. Strangely though, only 60% actually use them.
#4 Video
Video is a powerful medium for sharing big-picture messages and engaging employees. It’s especially useful for sharing training materials or tutorials and can be shared via internal channels like the intranet or internal social media platforms.
#5 Web Conference Calls
Web conference calls provide a platform for collaborative discussions and decision-making processes. Meetings can be held via platforms like Skype, Zoom, or internal software tools that allow optimal participation and interaction.
Gallagher found that organizations state these calls are more than 80% effective. But again, only 46%-51% of organizations actually use them.
#6 Environmental Channels
Environmental channels such as posters, banners, and notice boards can be strategically placed in high-traffic areas within the office. This helps relay important messages, reminders, or updates to the team members.
#7 Digital Signage
Digital signage is another powerful visual tool that can engage staff in the workplace. It can display everything from company news to relevant industry updates and more. They are especially useful for deskless workers.
#8 Letters
Despite the move towards digitalization, traditional letters and other printed messages remain relevant for communicating significant announcements. They’re often seen as more personal because they are imbued with a sense of importance or formality.
At the same time, traditional printed or handwritten letters aren’t used much any more. Generally, organizations seem to limit their use to formal announcements, legal notices, or personalized, one-to-one communications.
#9 Text Messages
Direct text messages are useful for communicating important, time-sensitive information or reminders. This channel sees high response rates given the ubiquitous nature of mobile devices.
#10 Employee Magazines
An employee magazine, whether printed or produced as a digital publication, can be an engaging way to keep the workforce informed of internal developments. It can include varied content including company news, employee interviews, and spotlights on departments or long-standing employees. The trick is to choose content that employees will value, read, and share.
Collaboration and Interpersonal Channels
Collaboration and interpersonal channels focus on communication between different individuals or groups within an organization. These create an atmosphere of collaboration and belonging, promoting transparency and engagement.
Gallagher found that these channels rate highly when it comes to performance. However, usage is frequently limited.
#11 Team Meetings Run By People Managers
Regular team meetings foster open dialogue and engagement between team members and their managers. They are fundamental to the team structure, promote unity, and overcome silos.
#12 Enterprise Chat Tools
Tools like Slack, MS Teams, or Google Hangouts facilitate real-time discussions and document sharing, boosting team collaboration. They can greatly improve internal communications, especially for remote teams.
#13 Water Cooler Talks
Informal water cooler chats stimulate ingenuity and camaraderie in the workplace. Despite their impromptu nature, they serve as opportunity moments for gatherings, nurturing creativity and innovative ideas.
#14 Employee Resource Groups
Employee resource groups aggregate employees with shared attributes or experiences. They foster understanding, support leadership development, and enhance employee engagement.
#15 Ambassadors/Communication Champions
Identifying and deploying ambassadors or communication champions enables peer-to-peer communication. These people will spearhead communication efforts, distributing information and voicing employee feedback effectively.
Self-serve Channels
Self-serve channels empower employees to choose when and how they receive information. They give independence and flexibility to the workforce while ensuring that key information is readily available.
#16 Employee Communication App(s)
Apps simplify the flow of information and allow employees to tailor their access to company communications. Notifications ensure that no one misses out on important updates and the interfaces are generally user-friendly and intuitive.
#17 Employee Portals
An employee portal can involve a range of services including HR information, project management tools, and an internal blog. These offer employees a one-stop shop for all their informational needs.
#18 Intranet
Intranet systems act as the internal internet for companies, hosting a host of resources and tools for the employees. They can include announcements, employee directories, document sharing platforms, and more.
#19 Podcasts
Internal podcasts are becoming a popular medium for companies to communicate with their remote workforce. Employees can listen to them at their convenience, making them a great tool for time-shifted communication.
#20 Chatbots
AI-driven chatbots can be set up to offer immediate responses to employee queries around the clock. They improve employee experience by providing instant access to information and support.
Setting Up an Internal Communications Channel Strategy
Choosing the right mix of your internal communication channels strategy greatly influences your organization’s functioning. Recognizing your audience, assessing its needs, evaluating your resources, and taking stock of your limitations and strengths are all keys to designing a robust internal communications channel strategy.
When setting up such a strategy, it is important to first identify your key audiences and what information they need to do their jobs. This allows you to determine which communication channels — such as email, intranet, social tools, or in-person meetings — will best reach each employee group.
The channels you opt for should enable two-way dialogue so employees can provide feedback and ask questions. It is also hugely helpful to have an editorial calendar that outlines what types of company news and updates will be shared across the various platforms and with what frequency. But, it appears they are being underused. According to Gallagher’s survey, only 33% of respondents reported having a channel-specific editorial calendar. This, they state, suggests that little effort is invested in this channel.
Additionally, only 31% of organizations said they use a properly designed channel framework. Instead, it appears they try to make all channels work together. Typically, this results in a “channel mess.” Then they ask a million-dollar question:
“With only 63% measuring the reach of their channels and 55% measuring employee satisfaction with internal communication, how much of the reported dissatisfaction is based on actual objective insight rather than subjective and personal perception.”
Gallagher
It’s important to realize that an organized approach prevents communication overload. To achieve this, designate specific staff members to be responsible for developing content and monitoring engagement for each channel. By intentionally selecting channels, messaging, and teams, companies can build an impactful internal communications channel strategy that meets their business goals.
Choosing the Right Mix of Channels
Proper communication is crucial for organizations, and the most efficient way to achieve this is by choosing the right internal communication channels that align with organizational objectives and employee preferences. Though it is rather impossible to point out an optimal mix of channels that would fit any organization, as each entity is unique, this section will help to guide choices and increase understanding of the specifications and applicability of each channel.
A significant initial step when selecting the internal communications channels to use involves a keen understanding of the purposes and characteristics of the channels.
Let’s look at some primary internal communications channel attributes in more detail:
- Suitability for content type
Some channels are more suitable for specific content types. For example, broadcasts such as email announcements are ideal for disseminating company-wide news or urgent messages. On the other hand, enterprise chat tools facilitate instant communication and collaboration. - Accessibility
It’s essential to use channels accessible to all employees. For instance, digital notice boards or intranet may not be accessible to remote workers without a secure connection to the organizational network. - User-friendliness
Employees are more likely to use tools they feel comfortable with. Therefore, selecting user-friendly channels, such as email or instant messaging, which are close to everyday tools, can be a very wise decision. - Level of engagement
Experts suggest using a mix of transmittal (top-down) and receptive (bottom-up) communication channels to facilitate two-way communication and promote engagement. This really does work. - Integration
Ideally, the internal communication channel mix that you choose should integrate well with existing systems and software used within the organization, like project management tools and digital workplace platforms.
Striving for the perfect mix of channels can involve some experimentation — because every organization is different. The important thing is to start small and scale up. The best way to do this is by using email analytics, employee surveys, or feedback from managers and communication champions to evaluate their usefulness and effectiveness.
No single channel can deliver all types of communication 100% effectively. So, certain occasions will dictate the use of certain channels over others. For instance:
- A face-to-face meeting or video conferencing might be well-suited for communicating significant organizational changes. This is because facial expressions and tone can convey sincerity and empathy.
- An email can be used to distribute meeting agendas or to provide updates about ongoing projects.
- For quick updates or questions that need immediate feedback, instant messaging or private messaging apps are often more suitable.
- For promoting a sense of community, or for sharing less critical but engaging content, channels such as internal social media or internal blogs may be beneficial.
It’s important to keep in mind that communication channels don’t stand alone. Rather, they are components of a larger system. A well-thought-out internal communications strategy recognizes the unique contributions each channel can make in facilitating communication. It strikes a balance between traditional broadcast channels such as email, more interactive platforms like chat tools, and self-serve channels including intranets and mobile apps.
Choosing the right mix of channels is as much an art as it is a science. A good mix not only facilitates effective internal communication but also serves to boost employee engagement, foster a positive employee experience, and ultimately, lead your organization to success.
What’s Next?
You can enhance your internal communication channel strategy effortlessly with Cerkl Broadcast, our audience management platform that boasts numerous advantages. Broadcast will empower you to craft personalized messages tailored for specific audience segments, allowing employees to select their preferred internal communication channels. You can also strategically plan the timing and frequency of your messages to ensure optimal engagement, leveraging Broadcast’s feedback and analytics tools for continuous improvement.
Unlock the full potential of your internal communications by harnessing tools such as email analytics, employee surveys, and insights from managers and communication champions. Evaluate the effectiveness and utility of these methods, ensuring your communication efforts align with your organizational goals and foster a thriving, engaged workforce. Discover the pulse of your employee engagement and refine your internal communication strategies seamlessly.
Our dedicated Cerkl team is ready to collaborate with you in crafting a winning communication plan that will not only enhance employee engagement but also propel your business growth. Kickstart the process by accessing our complimentary audit to evaluate the current performance of your communication programs.
FAQ
Internal communication channels are the various means through which we exchange information within an organization. They include many well-known methods including email, intranet, on-site or digital meetings, and a variety of messaging platforms.
Types of internal communications include formal channels like official memos and reports, and informal channels such as team meetings, social media platforms, and water cooler conversations. Together, they form an internal communication channel strategy. All of these are capable of fostering both top-down and bottom-up communication, including vertical and horizontal comms.
The three internal communication channels within an organization typically include upward communication — from employees to management, downward communication — from management to employees, and lateral communication — between colleagues or departments.
