{"id":30228,"date":"2022-06-22T08:50:05","date_gmt":"2022-06-22T06:50:05","guid":{"rendered":"https:\/\/customerserviceculture.com\/?p=30228"},"modified":"2023-05-25T09:00:51","modified_gmt":"2023-05-25T07:00:51","slug":"why-you-need-an-internal-communication-plan","status":"publish","type":"post","link":"https:\/\/customerserviceculture.com\/en\/customer-experience-3\/why-you-need-an-internal-communication-plan\/","title":{"rendered":"Why you need an internal communication plan"},"content":{"rendered":"<p>The more I have conversations with managers, the more they confirm that internal communication is still an issue for most of them. In fact, from one hand they appreciate that in the last two years there&#8217;s been an increasing awareness &#8211; however it&#8217;s not become a priority yet within the organization they&#8217;re working for. So how can you effectively engage your teams over it?<!--more--><\/p>\n<h2><strong>Definition and examples\u00a0<\/strong><\/h2>\n<p>Before diving into this topic, let me set the record straight defining what internal communication (IC) is:<\/p>\n<blockquote><p>Any interaction between colleagues working in the same organization aimed at asking \/ sharing useful information.<\/p><\/blockquote>\n<p>Want some examples?<\/p>\n<ul>\n<li>Your company\u2019s mission and corporate <a href=\"https:\/\/customerserviceculture.com\/en\/values\/\">values<\/a><\/li>\n<li>Every conversation taking place within your team or cross-department regardless the channel [e.g. phone calls, email, video call and others in use]<\/li>\n<li>Employee manuals and [e.g. onboarding, technical. etc.]<\/li>\n<li>Internal newsletters<\/li>\n<li>Company intranet content<\/li>\n<li>Trainings, seminars, webinars<\/li>\n<li>Employee forums, surveys and polls<\/li>\n<\/ul>\n<h2><strong>How about your cross-department conversations?<\/strong><\/h2>\n<p>Now let&#8217;s focus on the most frequent pet peeves that affect organizations (aka <a href=\"https:\/\/bit.ly\/3sZCbNN\">cross-department conversations<\/a>). If you work in the customer service arena I bet that this example will sound pretty familiar to you: a customer starts the conversation asking for support. \u27a1\ufe0f Your agent \/ team provide a &#8216;holding reply&#8217; because they need to get information or specific actions taken by other colleague&#8217;s department. \u27a1\ufe0f Such internal response is slow in coming so that the customer gets impatient, urging the customer support team [to be angrily continued&#8230;]\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-30378\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2022\/06\/Cross-department-conversation-dynamics.png\" alt=\"Cross department conversation dynamics\" width=\"800\" height=\"447\" srcset=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2022\/06\/Cross-department-conversation-dynamics-200x112.png 200w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2022\/06\/Cross-department-conversation-dynamics-300x168.png 300w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2022\/06\/Cross-department-conversation-dynamics-400x224.png 400w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2022\/06\/Cross-department-conversation-dynamics-600x335.png 600w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2022\/06\/Cross-department-conversation-dynamics-768x429.png 768w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2022\/06\/Cross-department-conversation-dynamics-800x447.png 800w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2022\/06\/Cross-department-conversation-dynamics-1024x572.png 1024w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2022\/06\/Cross-department-conversation-dynamics-1200x671.png 1200w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2022\/06\/Cross-department-conversation-dynamics-1536x858.png 1536w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2022\/06\/Cross-department-conversation-dynamics.png 2362w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><\/p>\n<p>Unfortunately these <strong>stats<\/strong> confirm that still too many companies are stuck in a rut.\ud83d\udc47<\/p>\n<ul>\n<li>60% of companies don\u2019t have a long-term strategy for their internal communications. (Workforce)<\/li>\n<li>74% of employees feel they are missing out on company information and news. (Trade Press Services)<\/li>\n<li>86% of employees and executives consider lack of collaboration or ineffective communication the origin of workplace failures. (Salesforce)<\/li>\n<\/ul>\n<h2><strong>Building up your powerful IC plan\u00a0<\/strong><\/h2>\n<p>I guess you won&#8217;t be surprised that I&#8217;ve been working a lot with clients helping them develop on this crucial topic. In fact, whether it&#8217;s about building an effective internal communication plan from scratch, or just making adjustments to improve it, positive <strong>results<\/strong> affect the whole <strong>business<\/strong>. In addition to that, smooth <em>employee experiences<\/em> lead to better <em>customer experiences<\/em>, which are your best life-insurance policies for the future of your organization.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-30369\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2022\/06\/Internal-communication-session-1.png\" alt=\"Internal communication session\" width=\"799\" height=\"457\" srcset=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2022\/06\/Internal-communication-session-1-200x114.png 200w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2022\/06\/Internal-communication-session-1-300x171.png 300w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2022\/06\/Internal-communication-session-1-400x229.png 400w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2022\/06\/Internal-communication-session-1-600x343.png 600w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2022\/06\/Internal-communication-session-1-768x439.png 768w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2022\/06\/Internal-communication-session-1-800x457.png 800w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2022\/06\/Internal-communication-session-1-1024x585.png 1024w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2022\/06\/Internal-communication-session-1-1200x686.png 1200w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2022\/06\/Internal-communication-session-1-1536x878.png 1536w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2022\/06\/Internal-communication-session-1.png 2596w\" sizes=\"auto, (max-width: 799px) 100vw, 799px\" \/><\/p>\n[Picture above] A recent client&#8217;s live sessions engaging 3 major departments [June 2022].<\/p>\n<h2><strong>Over to you<\/strong><\/h2>\n<p>How is your internal communication doing compared to customer <strong>expectations and feedbacks?<\/strong><\/p>\n<blockquote><p>Let&#8217;s get our <a href=\"https:\/\/customerserviceculture.com\/en\/a-conversation-with-paolo-fabrizio\/\">informal conversation started<\/a>.<\/p><\/blockquote>\n<p>Have great conversations.<\/p>\n<p><em>Credit image: Unsplash.com<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>The more I have conversations with managers, the more they confirm that internal communication is still an issue for most of them. In fact, from one hand they appreciate that in the last two years there&#8217;s been an increasing awareness &#8211; however it&#8217;s not become a priority yet within the organization they&#8217;re working for. So [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":30393,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[806],"tags":[773,868,867],"class_list":["post-30228","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience-3","tag-business-2","tag-cross-functional","tag-internal-communication"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Why you need an internal communication plan - Customer Service Culture<\/title>\n<meta name=\"description\" content=\"Despite increasing awareness internal communication is an issue for many organizations. 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How can you effectively engage your teams over it?\" \/>\n<meta property=\"og:url\" content=\"https:\/\/customerserviceculture.com\/en\/customer-experience-3\/why-you-need-an-internal-communication-plan\/\" \/>\n<meta property=\"og:site_name\" content=\"Customer Service Culture\" \/>\n<meta property=\"article:published_time\" content=\"2022-06-22T06:50:05+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-05-25T07:00:51+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2022\/06\/internal-communication.png\" \/>\n\t<meta property=\"og:image:width\" content=\"800\" \/>\n\t<meta property=\"og:image:height\" content=\"400\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Paolo Fabrizio\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Paolo Fabrizio\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/customerserviceculture.com\/en\/customer-experience-3\/why-you-need-an-internal-communication-plan\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/customer-experience-3\/why-you-need-an-internal-communication-plan\/\"},\"author\":{\"name\":\"Paolo Fabrizio\",\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45\"},\"headline\":\"Why you need an internal communication plan\",\"datePublished\":\"2022-06-22T06:50:05+00:00\",\"dateModified\":\"2023-05-25T07:00:51+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/customer-experience-3\/why-you-need-an-internal-communication-plan\/\"},\"wordCount\":425,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45\"},\"image\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/customer-experience-3\/why-you-need-an-internal-communication-plan\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2022\/06\/internal-communication.png\",\"keywords\":[\"business\",\"cross-functional\",\"internal communication\"],\"articleSection\":[\"Customer Experience\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/customerserviceculture.com\/en\/customer-experience-3\/why-you-need-an-internal-communication-plan\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/customerserviceculture.com\/en\/customer-experience-3\/why-you-need-an-internal-communication-plan\/\",\"url\":\"https:\/\/customerserviceculture.com\/en\/customer-experience-3\/why-you-need-an-internal-communication-plan\/\",\"name\":\"Why you need an internal communication plan - Customer Service Culture\",\"isPartOf\":{\"@id\":\"https:\/\/customerserviceculture.com\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/customer-experience-3\/why-you-need-an-internal-communication-plan\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/customer-experience-3\/why-you-need-an-internal-communication-plan\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2022\/06\/internal-communication.png\",\"datePublished\":\"2022-06-22T06:50:05+00:00\",\"dateModified\":\"2023-05-25T07:00:51+00:00\",\"description\":\"Despite increasing awareness internal communication is an issue for many organizations. 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