Instruments of internal communication

INTERNAL COMMUNICATION (IK) In companies, dialog is becoming increasingly important at all levels and channels. What does this mean for companies and their communicators? IC expert Andrea Montua talks about a genuine culture of dialog, digital transformation and managers in sandwich positions. MK Ms. Montua, what do you currently see as the most drastic changes and trends in IC?ANDREA MONTUA For me, the desire for more and more dialog, cross-media work, the changing role of internal communicators and the digital transformation are currently the most exciting challenges.MK How can you recognize a genuine culture of dialogue in a company?MONTUA In addition to tools and formats, a truly open corporate culture is particularly important in this area. This cannot be "introduced" or ordered, its development is a process and it must be exemplified from the top. Well-trained managers and transparent and, above all, authentic communication with one another are the most important factors on the path to a genuine culture of dialog, and internal media from the intranet to the employee magazine should offer employees feedback channels for feedback, comments and questions - including critical ones - and employees should be genuinely involved in projects and processes. Participative formats such as workshops and training courses take the place of frontal lectures, and managers offer their employees discussion and question rounds on open topics.MK What do digital transformation and networked working mean for IC?MONTUA In line with social developments and the rapid increase in digitalization, internal communication (IC) is also changing. It no longer just "broadcasts" from the top down, but dialog takes place in all directions and on (almost) all channels. Employees are increasingly networking. Mobile working is becoming more and more popular, employees communicate across departmental and national borders in digital team rooms or Xing-like networks. From the CEO to the industrial worker on the production line - for all IC target groups, the digital transformation not only offers the aforementioned opportunities, it also fuels fears. Areas of activity for the IC include, for example, explaining the topic of digitalization internally or planning the accompanying communication for a new dialogue-oriented intranet.MK And to what extent is the role of internal communicators changing?MONTUA Well, while until a few years ago internal communication was primarily corporate journalism, today its actors are more in demand as seismographs and impulse generators as well as advisors to management and corporate divisions. Companies that do not have an independent internal communications department and allow marketing or HR to "join in" with the topic have enormous difficulties in mastering the diverse challenges of managed, strategic internal communications.MK So surely the concerns that companies approach you with are also changing?MONTUA Absolutely. Customers used to say "Optimize our employee magazine" or "We want an intranet". It was all about the tools. Today, requests often have a different character. Companies are more likely to say "We need to map x change processes over the next few years - how can we involve our employees in this?" or "How should we make our managers fit for internal communication so that all employees - on the production line and in administration - are provided with the right information at the right time?".MK Speaking of managers. To what extent is good internal communication dependent on them?MONTUA To a very large percentage. If managers in companies are not fit for the "IC challenge", management can invest as much money as they like in well-made communication tools - employees will receive too little information and motivation. The challenge is obvious: in their sandwich position, managers feel pressure from all sides and hardly have any time. Most of them end up in their position because they are primarily good at their job. Suddenly they are also expected to be empathetic, work in partnership and engage in more direct dialog with their employees.MK What is the consequence?MONTUA Above all, that the middle management level becomes a layer of paralysis: Before I say something wrong as a manager, I'd rather say nothing at all. This is not malicious intent, but typical fearful behavior when choosing between flight or fight: if I don't say anything, I can't do anything wrong. However, management often says to themselves: "Well, if I'm supposed to take care of this too ... with my salary, I can expect good communication from my managers." Unfortunately, this is very short-sighted thinking ...MK Has internal communication changed in the perception of company managers?MONTUA It is still the case that the need for action is often only seen after change processes that have not been completely successful in terms of communication or before major restructuring, but that is probably typical of human nature. What I am pleased about is that the topic of IC is no longer seen as a poor relation, but as part of success. Around 40 percent of our customer inquiries now come directly from the management.AUTHOR: RUEDI ULMANN----------------------ADDITIONAL INFORMATIONWhat fits and what doesn't?The various internal communication tools are not all suitable for every occasion; special situations require additional measures. These OVERVIEW by Andrea Montua helps with the selection. About the personAndrea Montua is the owner of Montua & Partner, a full-service agency specializing in internal communications. With her team, the business graduate has been supporting medium-sized companies and corporations for eleven years in communicating with managers and employees in everyday and change situations. She focuses on the conception of strategies, the creation of internal communication tools and the support of companies in short and long-term change projects.