Paul Mundy www.mamud.com Encouraging internal communications
Paul Mundy www.mamud.com 5 types of information flows in an organization Incoming information Internal communication Clients Peers Policymakers
Paul Mundy www.mamud.com Barriers to communication Job definitions Procedures Institutional barriers Hierarchical barriers Interpersonal barriers Language
Paul Mundy www.mamud.com Barriers to communication Job definitions Whose job is it? What is my job?
Paul Mundy www.mamud.com Barriers to communication Procedures What should I do with this? What is the correct work flow? Who should I give this to?
Paul Mundy www.mamud.com Barriers to communication Institutional barriers I don’t have to give you information I’m not allowed to give you information I don’t understand you
Paul Mundy www.mamud.com Barriers to communication Hierarchical barriers My boss doesn’t listen to me My staff don’t talk to me Your boss won’t let me talk to his staff Need to delegate responsibility and authority
Paul Mundy www.mamud.com Barriers to communication Interpersonal barriers Personality differences Cultural barriers Educational level Technical language
Paul Mundy www.mamud.com Barriers to communication Language English/فارسی Technical terms Time needed for translation Accuracy of translation
Paul Mundy www.mamud.com Internal communications Vital to share information openly across the organization Everyone should know what is going on They need accurate, up-to-date information to do their jobs If internal communication doesn’t work, the organization grinds to a halt
Paul Mundy www.mamud.com Four types of internal information flows Downwards Upwards Horizontal Diagonal
Paul Mundy www.mamud.com 1 Downward communication
Paul Mundy www.mamud.com 1 Downward communication Relatively easy to manage Ensure staff know what their job is Keep staff informed about changes Communicate orally, then follow up in writing
Paul Mundy www.mamud.com 1 Downward communication Staff information needs Job responsibilities What is my job? Performance feedback How am I doing? Individual needs Does anyone care? Work unit objectives, results How is my unit doing? Vision, mission, values Where are we headed? Empowerment How can I help?
Paul Mundy www.mamud.com 1 Downward communication Mechanisms Job descriptions Training Instructions Memos, meetings, emails
Paul Mundy www.mamud.com 2 Upward communication
Paul Mundy www.mamud.com 2 Upward communication Hard to manage Boss must be willing to listen Especially to bad news Boss must take time to listen Staff must be willing to share Especially bad news
Paul Mundy www.mamud.com 2 Upward communication Mechanisms Short, written weekly notes summarizing activities and problems Boss must provide feedback Regular staff meetings to discuss activities Staff copy relevant emails to boss Visit staff’s workplaces Keep your door open
Paul Mundy www.mamud.com 3 Horizontal communication
Paul Mundy www.mamud.com 3 Horizontal communication Necessary to ensure coordination, avoid “islands” or “information silos” Encourage/require staff to communicate among units
Paul Mundy www.mamud.com 4 Diagonal communication
Paul Mundy www.mamud.com 3 Diagonal communication Can be formal – eg teams Can be informal Build cross- departmental teams Encourage friendliness and informality Encourage informal interaction
Paul Mundy www.mamud.com The ideal: Internal communication web
Paul Mundy www.mamud.com Archiving information Have an efficient filing system Hardcopy, softcopy Provide documents to webadmin to put on website Public documents Restricted documents
Paul Mundy www.mamud.com Email and internet Teach staff computer skills Provide staff with internet access Encourage use of internet and email Require staff to use organizational email address
Paul Mundy www.mamud.com How to encourage internal communication Make information sharing part of job description Define reporting and information sharing responsibilities But avoid over-rigid procedures if possible
Paul Mundy www.mamud.com How to encourage internal communication Hold regular staff meetings But keep meetings short and efficient Provide physical bulletin boards Communicate actively Be an information source
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