The importance of internal communications

by Wasim Ismail on April 12, 2011

The importance of internal communications should not be underestimated by any business. Technological advancement has created ever more effective internal communications systems which enable employees to effectively manage the constant stream of information that occurs throughout the average working day. The ability to identify important information, respond accordingly and share the information with the relevant individual or group in an organisation is a skill all staff members in a company must possess.

Internal communications demand a thorough communications strategy and a clear organisational chart clearly outlining the correct channels through which to send information. Most companies now have their own email servers run by their IT department, who oversee the smooth running of the network, which usually incorporates a contacts book and a calendar to organise important upcoming events and alert staff members to their date and time.

Email servers also allow an email receipt to be requested, which enables the sender to know exactly when the desired recipient has received their email. However, the nebulous mass of a contacts book can be daunting, especially for new members of staff, so the old-fashioned structural chart clearly denoting the different sections of the company and the management structure can be very helpful.

Efficient and effective internal communications can increase productivity by ensuring important information which requires an immediate response is sent with an ‘Important’ marker, which tells the recipient that the information contained within the email should be prioritised. Likewise, meeting requests can be sent with the location and time included, which the recipient must accept, decline or send a request for the meeting to be rescheduled.

Naturally, this is crucial for orchestrating the busy schedules of many people who must attend the regular meetings, but whose personal work schedules may conflict with those of the meetings from time to time. A sound internal communications system enables re-scheduling to be done quickly and effectively between a number of people.

Alongside the email servers and IT networks which are a central part of a company’s internal communications system, Customer Relationship Management (CRM) systems can be an extremely effective tool for improving internal information sharing. It can significantly improve your company’s customer service by enabling information to be easily and speedily accessed, meaning the necessary information for each customer is right at your fingertips, which improves your relationship with your clients, their overall experience with your company and often the success of your business, as a happy client is far more eager to conduct business with your company and will recommend you to others.

However, CRM software can also greatly improve internal communications between employees, by automating what is usually done manually, messaging regular important reminders which make sure crucial follow ups and vital information are not lost or neglected during the distracting hustle bustle of the business day. CRM software creates a useful pool of data, which everyone in the company can add information into, which can then be studied and used to shape future business strategies with clients.

Effective internal communications are an extremely important part of the modern business world and essential if a company is to maximise its productivity and realise its full potential.

This article was written by Workbooks, leading supplier of web-based CRM systems.

Image: renjith krishnan / FreeDigitalPhotos.net

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