What is internal communication? Definition, goals, tips, and tools

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Internal communication is a fundamental concept in business management, combining interpersonal, motivational, and operational communication.

In other words, you can’t hope to be a good boss if you don’t manage to communicate properly with your teams, implementing a real solution to create team cohesion, transmit the right information at the right time, and enhance the value of your staff! It’s up to you to think about a solid communications plan, a valuable tool for your organization.

Definition: What is the meaning of internal communication?

Internal communication is a process of transmitting information, being able to share directives, knowledge, brand values... Whatever the message and the communication network used, the aim is simple: to ensure good understanding in the workplace between different internal players.

The message and the communication strategy can also be transmitted between several people of different hierarchical ranks (employees, managers, or executives) and between different departments. The senders and receivers of messages are often different, but the aim remains the same: internal communication serves to create an environment conducive to collaboration, productivity and personal fulfillment within the company.

Differentiating between internal and external communication

We talk about corporate communication all the time, but very often it’s about external communication. Here, we’re not talking about communication in the global marketing sense, with information displayed for the general public! It’s important to distinguish between internal and external communication:

• Internal communication concerns the exchange of information within an organization. As its name suggests, it focuses on internal company matters, such as current projects, initiatives, current or forthcoming events, updates on bylaws or company policy, etc. It promotes the circulation of information between all members of the organization, for better coordination between teams and ideas.
• External communication establishes a link with external customers and prospects. It serves to maintain the company’s reputation or brand image with the public and external partners. Externral comms are often related to traditional and digital marketing via various channels. A company’s communication plan is often deployed on every social network consistent with its values and goals, serving to promote each brand department towards the structure’s overall commercial success.

Collective identity and a sense of belonging

Internal communication plays a central role in building a collective identity within a company and contributes to reinforcing employees’ sense of belonging to, or trust in, the company. This is also known as employer branding.

In fact, well-managed internal communications enable us to regularly share values, goals, and long-term projects... This creates a bond between individuals, immediately giving them the feeling of belonging to a professional community.

In other words, effective internal communication can work to foster commitment, the sharing of corporate culture, motivation, the dissemination of knowledge and information, and the retention of talent within the structure, a key solution for the company to solidify the foundations of each department.

A megaphone for corporate strategy

Internal communication also acts as a tool, a megaphone for corporate strategy: it helps to disseminate new strategic decisions, new objectives, and any organizational changes. It’s therefore also a symbol of transparency between managers and employees, enabling each member of the organization to better define their role and align with the rest of the team on common goals.

Note also that internal communication encourages the exchange of ideas without necessarily prioritizing communication between management and employees, transforming vertical communication into horizontal communication. When people who work for an organization feel free to express themselves, ask questions, and make suggestions, the results are often very positive. In this sense, internal communication is a fundamental pillar of success.

What are the three key players in internal communication?

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Internal communication is a process that systematically involves various players within the company, and each party has its own role to play and its own solution to bring to the exchanges for greater efficiency on a daily basis.

Employee advocacy: Importance of employee participation

Employee advocacy is an important element of internal communication. Employees are at the heart of the matter: without their active participation in disseminating information, there can be no real communication! That’s why it’s essential to encourage employees to get involved and participate in the strategy in place.

If you’re an organization manager, we strongly advise you to create a culture of collaboration and information sharing! This will boost employees’ sense of trust and commitment. Well aware of the importance of this cohesion, many organizations today are setting up external events, such as seminars, parties, sporting events...

The aim? To create stronger links between employees, encouraging them to communicate more effectively, thereby creating a positive spiral within the group!

Role of managers in internal communications

As those responsible for communicating strategic messages, managers have a central role to play. They are the first point of contact for general management and employees, helping to clarify the objectives and expectations of each party. To fulfill their role to the full, they must remain open to dialogue, while remaining transparent. Horizontal communication is key!

A good manager must listen to the concerns and ideas of their employees. Employees need to feel listened to and valued. Managers must use their leadership skills to facilitate exchanges and create an environment conducive to communication. This is how active participation is achieved!

Importance of internal communication for HR managers

Internal communication is also particularly important for human resources. As the people responsible for managing the company’s human capital, HR has a front-row seat to this issue! HR managers must therefore also play a role in mobilizing, motivating and engaging employees.

On a day-to-day basis, human resources is responsible for disseminating information on internal policies, benefits, professional development opportunities, and sometimes even corporate wellness programs. Offering training courses, highlighting career development opportunities, informing employees... All this is an integral part of their function and contributes to good internal communication.

Similarly, human resources is one of the company’s key players best placed to gather feedback from employees, understand their needs, and implement appropriate actions. They’re the linchpin that facilitates change management. Successful change depends on the right information and the right support!

Types of internal communication with examples

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To help you develop your own strategy for communicating within your organization, it's a good idea to know about the various types of internal communication that exist.

Each type of internal communication serves a specific purpose, and effective organizations often use a combination of these along with numerous channels to ensure clarity, collaboration, and engagement with comms in the workplace.

• Vertical communication flows up or down the organizational hierarchy. This can involve downward communication, from managers to employees (e.g., instructions, policies, feedback), or upward communication, from employees to managers (e.g., suggestions, reports, concerns).
• Horizontal communication is between employees or departments at the same hierarchical level (e.g., team collaborations, the sharing of information between departments like marketing and sales, and peer feedback).
• Diagonal communication happens between individuals or departments at different levels who do not have a direct reporting relationship (e.g., an employee discussing project updates with a senior executive in a different department or cross-functional team meetings).
• Formal communication follows organizational protocols and channels (e.g., memos, official meetings, reports, and newsletters).
• Informal communication is unstructured and spontaneous communication, often referred to as the “grapevine” (e.g., conversations between colleagues, impromptu discussions at the water cooler).
• One-way communication is information flows in one direction with no immediate feedback, (e.g., company-wide announcements, pre-recorded video messages, and emails or memos that don't request responses).
• Two-way communication allows for feedback and dialogue (e.g., team meetings, performance reviews, and collaborative brainstorming sessions).
• Digital communication is facilitated by digital platforms, tools, and software (e.g., emails and instant messaging such as Slack or Microsoft Teams, intranet updat'es, and virtual meetings on platforms like Zoom).
• Crisis communication occurs during emergencies or critical situations to ensure transparency and control (e.g., announcing organizational changes, addressing layoffs or crises like data breaches, and emergency response protocols).
• Culture and engagement communication is focused on building employee engagement and fostering company culture (e.g., celebrating milestones and achievements, employee surveys, social events, and team-building activities).

How do you improve internal (and external) communication in the workplace?

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Internal communication in the workplace is not to be taken lightly. It’s a strategic issue for companies and needs to be handled in a structured way, following certain rules and avoiding a few common mistakes...

Here are a few tips on what you can do to help improve internal communications and ensure an effective strategy.

Rules for effective communication

To ensure smooth internal communications, you need to respect three main criteria:

• Clarity: Messages need to be clear and easy to understand if they’re to be understood by everyone in the company. That’s why it’s best to use simple, unambiguous language. Avoid overly technical or complex terms. Likewise, always strive to remain consistent with the company’s values and goals.
• Regularity: As with a blog, social networks or newsletters, it’s best to be regular in the transmission of messages so as not to lose your target audience along the way... To keep employees engaged, try to maintain a permanent link with them. There are many ways of doing this, such as team meetings, an internal newsletter, a company-specific communication platform, etc.
• Horizontal, two-way communication: Messages don’t always have to go one way. No, internal communication isn’t a one-way street! It’s also important to encourage exchanges and feedback from employees. Why not set up company-specific mechanisms to gather their opinions and suggestions? This will promote communication and transparency, while also valorizing existing strengths so that everyone feels listened to.

Communication mistakes to avoid

When it comes to communication, mistakes can have serious consequences! Prevention is better than cure... So what should you work on avoiding in workplace communications?

• Information overload: When you want to share information, sometimes less really is more! Stay concise and avoid overwhelming your staff with an excessive flood of messages. The idea is to strike the right balance between maintaining social ties and providing just the right amount of relevant information.
• One-way communication: As we saw earlier, communication must be a two-way street. A good manager must be able to respond to the questions and concerns of their employees. Optimal management therefore means encouraging exchanges. If you were thinking of acting like an “all-powerful God,” simply issuing orders to people, forget it!
• Inconsistency: Nothing is more damaging than sending several contradictory messages. It immediately sows confusion. Communication becomes totally counter-productive. So remember to check the credibility of the information you send out, including regarding the company’s values and overall vision.

Impact of contradictions and inconsistencies

Contradictions and inconsistencies in communication can have several harmful consequences for the company. They contribute to the following:

• Spreading confusion: Contradictory messages can confuse employees. They can lead to misunderstandings, mistakes, and even a loss of confidence in management.
• Damaging communication credibility: When information is inconsistent, employees may doubt the reliability of messages. This tends to reduce their commitment to, and trust in, the company.
• Losing trust and becoming detached: When there are too many contradictions and inconsistencies, employees lose even more trust. Gradually, they may feel disconnected from the organization and lose sight of their mission. Naturally, this has a negative impact on motivation and productivity.

What communication tools are essential for companies?

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To maintain harmonious internal communications and a good flow of information, you need the right tools. Here are a few ways to keep your organization connected...

Company intranet and mobile intranet applications

A company intranet is a secure online space where employees can access essential, sometimes confidential, information about the organization. This may particularly concern internal policies, company news, procedures, etc. Similarly, some intranets can also integrate discussion forums, document sharing tools, or even blogs.

All these elements encourage collaboration between teams. They stimulate bonding while saving time. Some intranets can also be accessed from smartphones or other mobile devices, enabling employees to stay in touch even when away from the office.

HR portal for access to training and jobs

A well-designed HR portal can be a valuable internal communication tool. In particular, it can provide information on the company’s HR policies, employee benefits, training courses or even career development opportunities.

Some HR portals also facilitate the process of managing internal applications. As a result, employees can look forward to new horizons within the structure itself, which also stimulates motivation.

Internal newsletters and press releases

More traditional, internal newsletters and press releases remain highly effective means of communication. In particular, they can be used to disseminate news, updates, or even the company’s latest achievements to all employees. Have you received an award? Releasing a new product? Let all your teams know!

Newsletters can include a variety of formats, from traditional articles to interviews, upcoming events, and more. Whatever the case, the goal remains the same: to strengthen employees’ sense of belonging!

General organizational chart and employee contact details

Another key element in facilitating internal communication is the organizational chart. It allows you to visualize the company’s overall structure and to identify the role of each employee, as well as their place in the hierarchy. 

To further facilitate exchanges, some organizational charts even include additional information such as employees’ contact details, business telephone numbers, business email addresses, etc.

Internal surveys as a means of rapid expression

To encourage two-way communication, it’s vital to offer employees ways of expressing themselves. Internal surveys are therefore particularly recommended. They enable employees to express themselves quickly, by giving their opinion.

In particular, surveys can be used to measure employee satisfaction with various aspects of the company. By strengthening employee commitment, internal surveys are also excellent ways of identifying needs and making improvements.

Internal instant messaging to streamline exchanges

Slack, Microsoft Teams, Google Chat... all these tools are frequently used in organizations. These instant messaging systems enable messages to be transmitted in real time. They therefore enable employees to communicate quickly, share information, collaborate on projects, and solve problems more easily, without having to move from one office to another, and without even having to pick up the phone.

For many employees, instant messaging also promotes conviviality. By exchanging information quickly and informally, it can further improve the bonds between different team members.

Social networks: A challenge for internal communication

Corporate social networks are essential for making employees’ actions and work visible to the rest of the world. Every network has its own objectives and can highlight each company project in different ways.

But in this context of outsourcing information, how can social networks promote internal communication via the content you share?

Well, by taking into account the value of work, these types of media channels will enable employees to create a strong sense of belonging to their company, possibly even becoming brand ambassadors. There’s nothing like highlighting a job well done, with the name of the person in charge of the project tagged on the photo or video!

In addition, social networks are also the place to showcase in-house initiatives involving staff: team-building days, office life, employee interviews, immersion in a department for a special day, presentation of new hires who have just joined the company... There are plenty of ideas for internal communication actions on traditional social networks like Instagram, Facebook, or LinkedIn!

Don’t forget that a picture is sometimes worth a thousand words: in addition to thanking a retiring employee, for example, why not dedicate stories on Instagram to them or an interview focusing on their motivation and advice for TikTok subscribers? 

This type of internal/external communication will not only show a great image of your company to internet users but also motivate new talent to join you as part of a recruitment plan. Employee gems are looking for unique working conditions, in addition to those linked to their status within the company: by highlighting your communication actions, you'll make them want to join you!

Internal communication trends 

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When working on your internal comms, it's also advantageous to think about the current trends that may have an impact on your strategy. Here are three of today's internal communication trends that you'll want to consider when determing how to develop robust internal communications for your business.

Increased use of technology and digital tools

Organizations are leveraging digital tools and software such as intranets, collaboration platforms (e.g., Microsoft Teams, Slack), and AI-driven chatbots to facilitate seamless communication. These tools promote real-time updates, remote work efficiency, and personalized content delivery, making communication faster and more inclusive.

Emphasis on employee engagement and feedback

Internal communications are increasingly focusing on fostering engagement through transparent dialogue and regular feedback mechanisms. Town halls, pulse surveys, and virtual Q&A sessions help align employees with organizational goals while ensuring that their voices are heard.

Prioritization of diversity, equity, and inclusion (DEI)

Companies are embedding DEI principles in their communications, aiming for messages that are inclusive and representative of diverse voices. This includes tailored content, language considerations, and promoting stories that highlight various employee experiences to create a sense of equity and help people feel like they belong.

Conclusion

A growing number of internal communication tools and software are appearing on the corporate scene. You can publicize your company’s good deeds and the positive aspects of your corporate culture with the help of various types of media and channels, even networks that have been diverted from their original purpose!

Effective actions pertaining to internal communications promote transparency and a collaborative spirit within organizations. Make internal communications a new lever for progress!