The benefits of internal communication

In chapter 22 of Share This, communications professional mentor Rachel Miller explored the benefits of businesses using social media to communicate internally, not just with customers but also with employees.

Although Miller lightly touched on the possible downsides of internal communication, I think that they should be addressed. By using social media to communicate with one’s employees, businesses are entering a vulnerable forum. Employees may lash out at corporate higher-ups, which could damage the company’s reputation.

Not only that, but I wouldn’t expect workers to be fully truthful with their bosses in their feedback. I’m sure that businesses would receive some feedback from employees with this kind of internal communication, but it might not be as complete as Miller thinks.

Regardless, communicating internally is a must for businesses. Like Miller says, they must at least attempt to connect their employees to their decision-makers because of the possible benefits that can come from it.

On page 200, Miller references a study done by Melcrum that expressed the views of internal communicators on the most useful benefits of communicating internally. Most thought that the biggest benefit was the ‘innovation and idea exchange’, followed by ‘employee engagement’ and ‘knowledge management and collaboration.’

This makes sense. In order to get new product ideas and engage one’s employees, a business must talk to the employees themselves. Often, employees will have valuable feedback because they are one step closer to the consumer. Also, by engaging the employees, companies are increasing the amount of attention that employees are spending on the company and its products, which will ultimately make for a better business.

An added benefit to internal communications is the shortening of the gap between company executives and employees. If a business can use social media right, it may be able to not only gain internal feedback, but also to engage in conversation between executives and workers. This might prevent lingering problems and create a more efficient work environment.

Internal communication is important, and as Rachel Miller believes, social media will now allow companies to utilize it. If businesses can communicate internally, then they will become a more efficient, interactive and personable operation.