Director's Memo: Enhancing Internal Communication at XYZ Company

This interoffice memo, addressed to all employees from the Director of XYZ Company, Stephen Vance, discusses the findings of a recent communication audit. The audit revealed inefficiencies in the internal communication process, contrasting with the effective external communication. The me...Read More

Interoffice Memo
TO: All Employees
FROM: Stephen Vance, Director
DATE: March 28, 2018
SUBJECT: Improvement in the internal communication process
Dear Colleagues,
I feel concerned while sharing the findings of communication audit that took place recently.
The audit covered the entire organization and attempted to assess the quality of internal and
external communication process in the company. It is relieving to know that the external
communication process is highly efficient in our organization. However, the internal
communication process is incompetent, and audit reveals several problematic areas that need
serious attention.
To be specific, the quality of inter-employee communication is not satisfying thereby
affecting the productivity and customer service. A poor communication strategy not only
affects the organization’s goal achievement process but also creates hatred and differences
between employees, which is not acceptable. The aim is to devise a focused action plan to
correct the present situation. It is crucial to strengthen the overall internal communication
process to create an open and collaborative work environment within the organization.
Multiple focal points should be addressed to improve the vertical and horizontal
communication lines internally.
Problem Areas

 The first issue relates to the choice of appropriate means of communication in
different situations and with different audiences. If we fail to select the most efficient
channel of communication to deal with our offline and online customers, we may
remain incompetent in solving their queries. Further, it is crucial to choose between
an email and a face to face interaction according to the demand of the situation. The
selection of medium plays a vital role in different circumstances whether it is giving
feedback to a subordinate or sharing creative ideas for new product development. An
imbalanced approach may lead to a high number of dissatisfied customers which
would ultimately cost money to us.
 The second problem raises concern about the quality of communication networks that
prevail within the organization. The audit report discloses that the communication
network is partial and some groups of employees do not get relevant information on
time. The impact of inadequate information flow is visible on the organizational
citizenship behaviour in the form of low morale, high attrition rate and internal
conflicts. It is vital to understand that solidarity in the workforce can help in
improving the business processes thereby providing a competitive advantage to the
firm.
 The third major finding of the audit is the ineffectiveness of the inter-organizational
meetings. The meeting is a constructive platform for discussing business goals and
plans; however, meetings in our organization are not fruitful and fail to achieve the
intended outcomes. The explicit impact is visible through poorly executed projects
and elapsed deadlines. It is a fact that futile meetings eat up a significant chunk of
business money.
Action Steps
 Problem 1

 Provide extensive training at each management level on the available channel
mix and their appropriate usage with detailed pros and cons of each media.
 Give preference to the web-enabled communications and interactive digital
channels to expedite the communication process.
 Organize sessions by respective department heads for teaching how to
evaluate the effectiveness of a channel before communication. It should
consider target audience, the purpose of communication, the complexity of the
message and feasibility of channels.
 Problem 2
 Strengthen the information flow by regular updates on virtual notice boards
and intranet.
 Create a culture of knowledge sharing.
 Rely on the smart channels based on emerging technologies such as
smartphone apps and networking platforms.
 Develop a protocol to regulate the usage of social media professionally.
 Focus on team collaboration through team tasks.
 Organize informal, fun gatherings, periodic events and philanthropic activities
to reinforce the bond between employees.
 Display results to all.
 Celebrate victory by not only recognizing the star performers but also
appreciating the mundane efforts that made a difference.
 Problem 3
 Send the agenda and purpose of the meeting using a right communication
channel.
 Motivate participants for open discussions and knowledge sharing.

 Make a note of minutes of the meeting and other relevant facts and decisions.
 Facilitate the meeting by delegating the leadership.
 Ensure that decision-making rules through consensus and majority are
apparent to every participant.
 Summarize the main points at the end.
 Follow up after the meeting at an individual level.
 Link the outcome of meetings with tasks.
The issues of wrong channel selection, inadequate communication and ineffective meetings
are not trivial and can prove to be destructive for company’s performance if not appropriately
addressed. An open and transparent work environment leads to sustained performance. By
following these simple yet significant guidelines, we will be able to strengthen the internal
communication process manifold. This would create a positive impact on the sustainability of
our organization.
I expect that the remedies devised by me will be implemented on an urgent basis. Employees
are expected to comply with the changes for a better future as stated in our vision statement.
Strict adherence to the initiatives will help us in transforming our work culture. We would be
able to earn customer loyalty which is an essential indicator of profitability. I would like each
one of you to remember that human capital is an asset to the organization. With joint efforts,
we can bring a positive change thereby improving our bottom line. I would be glad to lend a
helping hand to the strategists and leaders in executing the recommendations. I would feel
elevated to become the part of our incredible journey.
Best Regards,
Director, XYZ

Email: [e-mail].
Extension: 3456