The success of internal publishing is based on two main pillars: a clear concept that defines what the internal communication tools should achieve and which communication strategy they are committed to, as well as transparent and honest communication that also openly addresses unpleasant truths.
Like every area of corporate activity, internal publishing as part of internal communication can only be successful on the basis of sound, fundamental considerations. This requires a basic understanding and awareness of internal communication and its four fundamental objectives, namely strategic orientation, promoting employee loyalty, strengthening employee identification with the company and cultivating the organizational culture.
But as obvious as this may sound, publishing concepts that are not limited to technical aspects are rarely found in practice. A good publishing concept is not characterized by its scope, but it clearly defines the holistic intentions and priorities of internal communication. And this definition must be made jointly by HR managers, the communications department and company management.
The official channel alone is insufficient
Christiane Roth, Director of the University Hospital Zurich until the end of 2007, describes what this looks like in practice as follows: "In addition to line communication and cross-team discussions, we also rely on the intranet as an information tool for internal communication and regularly publish our staff magazine Puls. I give the responsible editorial committee the necessary freedom here, but I have been involved in developing the concept and objectives for this internal communication tool. This gave rise to the idea of the annual themes, which are defined together with me at the beginning of each year."
This awareness of a managing director that the employee magazine is an effective means of anchoring strategic issues with employees is beginning to spread more and more. In particular, it is also being recognized that the mere official channel for transmitting information from the top of the company to the bottom is inadequate. Ulrich Zwygart, commander of the army's higher cadre training until the beginning of 2008, comments: "I once read that every piece of information only survives 1.5 hierarchical levels. Even the head of the army recently complained that his orders were not getting through to the very bottom. You have to be aware of that. That's why, in addition to line communication, I also use written information for everyone. We have a lot of information on the intranet and the 'Quest back' tool, which records workplace satisfaction. We also have our monthly newsletter and the Ideanet, where employees can submit suggestions and improvements."
Walter Gränicher, President of Alstom Switzerland, brings up another important aspect of the employee magazine when asked whether employees identify more with a transnational divisional structure or with Alstom Switzerland: "In our surveys, we received a clear answer to this question: First the employee feels a sense of belonging to Alstom, then to the local level. And only then comes the business unit. This shows how strong the local bond still is, despite everything. That's why three years ago we reintroduced the employee newspaper for Switzerland, which was discontinued during the crisis. It meets the needs of employees well and contributes to local integration."
Courage to use clear language
Internal communication and internal publicity are often full of empty phrases and stereotypical and therefore meaningless formulations. The courage to use clear language and thus personal words and personal statements is called for. In which tone of voice, with which means of communication and in which language, when to use the corporate language English, when to use the language-cultural formulation on site - these are questions of corporate culture, company size and intercultural sensitivity.
Circus Knie has an exemplary multicultural communication culture in a small space: the 200 employees from 16 nations can count on open communication and the avoidance of unnecessary banter. "We have a good, clear climate. What we don't discuss are politics and religion. We simply respect each other in these matters. If they have Ramadan, then they have Ramadan. Period. (...). Our internal communication works with primitive means. We, around 200 employees, gather here, for example, in the main area of the Circus, where we are now sitting." So says and acts Fredy Knie jun.
For Emanuel Berger, Delegate of the Board of Directors of the Victoria-Jungfrau Collection, which includes four luxury hotels, a frank conversation is also essential: "I consider the personal conversation to be the most important thing, the personal approach to each other. Even if it's about a sensitive topic, for example if an employee suffers from body odor, you have to have the courage to talk." Emanuel Berger has this courage - and he likes his employees: "I feel connected to them. In the hotel industry, employees are part of a partnership, a community of destiny, and together we succeed or fail."
Markus Spillmann, Editor-in-Chief of the Neue Zürcher Zeitung, analyzes an important part of internal communication as an appeal to self-responsibility: "I assume that employees also have a responsibility. They should know: You can go to the editor-in-chief. Conversely, however, it must not be the case that they can argue with a clear conscience: Spillmann doesn't care anyway! (...) Almost all of our employees are very well trained and highly competent. One can also speak of over-academization. And people with such a high level of expertise are not easy to manage. And I should and may appeal to personal responsibility."
Non-hierarchical stepless
Nobody in the cooperative of the Zurich courier company Veloblitz has any reservations about expressing their opinion on internal communication. The conspicuous features: an open climate, expressed displeasure and a very high level of identification with their own organization. "More happens on the radio than just the distribution of orders. It connects all drivers in a magical way and leaves room for the exchange of other information. Radio communication can therefore be described without exaggeration as the quintessence of courier communication. Unfortunately or fortunately, the other forms of internal communication do not follow the rigid rules of radio communication!"
And a second voice from the Veloblitz cooperative: "Our real internal communication often begins in the sofa corner in the evenings, where riders can discuss things at length. And it is probably at this very moment that it breaks out into its broad spectrum. At Veloblitz, the various channels that I could use as an employee are not laid out in any recognizable pathways. Guerrilla tactics are required if you want something. I can't go through any authorities or hierarchical levels for my concerns, as is usual in one of the large companies that expand and monitor their internal communication channels in a variety of ways."
The statement by Konrad Hummler, partner at the private bank Wegelin & Co. in St. Gallen, is also a plea for minimal hierarchy, albeit with a completely different structure: "We have a very flat hierarchy and a culture in which you can also go back on decisions. So we sometimes admit to throwing something that has been decided overboard. (...) Our Executive Board meetings are exciting debates in front of a large audience, as we have 16 members on the Executive Board. I've always loved the plenary meeting format, even in the military, where I preferred to give orders to the whole battery. Because most things get lost when communicating across all hierarchical levels, and in the end nothing comes out at all."
Patent remedies?
Internal communication, including the "right" content in internal publishing, is clearly, and this is nothing new, a matter of leadership. "Leadership can be learned," says John Antonakis, Professor of Organizational Behavior at the University of Lausanne, encouragingly: "Leadership can be studied just like medicine. Similar to medicine, we can identify variables that have an influence on certain outcomes, for example the dosage of a medication or 'dosage' of charisma. We can then measure the variables. For example, dosage is measured in milligrams, charisma is measured using psychometric questionnaires or expert ratings."
Patent remedies? The answer is clear: no, there are no such things. Every industry, every company in its size and its national or international structure has its own laws. Every manager has their own character. On the one hand, the loud word fits, on the other, the quiet word. But it should be open, unambiguous and transparent. There are basic recipes, experiences that can be transferred to your own situation - whether it's addressing employees in a crisis situation or a content concept for internal publishing.
Andreas Jäggi and Viviane Egli