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Effective Internal Communication

ISBN-10: 074945265X

ISBN-13: 9780749452650

Edition: 2nd 2008

Authors: Lyn Smith, Pamela Mounter

List price: $37.50
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Description:

Internal communication has previously been overlooked in standard approaches to public relations, both in theory and in practice. The second edition of Effective Internal Communication explores the ways in which attitude is fast changing as more and more organizations recognise that good communication with their workforce is vital for continued success and profitability. In a practical and jargon-free style, Effective Internal Communication looks at how internal communication is conducted across the different sectors and in organizations of differing sizes and complexity. Crammed with practical examples and useful advice, the book contains numerous topical case studies that serve to bring theory and often complex issues to life. This completely up-to-date second edition looks at a wide range of issues related to internal communication, including managing internal communication, internal communication across the sectors, the legal framework, the measurement of results, the effects of technology and managing change. The new edition also contains new chapters on communicating in a crisis, leadership by mid-level managers, and the future of internal communication.
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Book details

List price: $37.50
Edition: 2nd
Copyright year: 2008
Publisher: Kogan Page, Limited
Publication date: 8/1/2008
Binding: Paperback
Pages: 288
Size: 6.14" wide x 9.21" long x 0.87" tall
Weight: 1.188
Language: English

Lyn Smith has worked as a professional communicator for over 30 years, starting out in film publicity, later moving on to internal communication in a commercial organization, and copywriting and media relations for a direct marketing agency. After working in newspaper journalism for several years, she returned to public relations, setting up her own public relations consultancy. She has worked in all sectors, including a wide range of not-for-profit organizations.

Pamela Mounter is a senior corporate communication consultant. She has written about internal communication for both academic and general publications and won a top paper award from the International Association of Business Communicators for her work with BP in this area. She is a member of the Thames Valley University advisory committee for its MSc in Corporate Communication and a committee member of the Chartered Institute of Public Relations' International Group.

About the author
About the editor
Preface
Acknowledgements
Introduction
Setting the Scene
What is internal communication?
The history
Technology added
Where it sits in the organization
What does it take to be an internal communicator?
Where to now for the internal communicator?
How others see it
Your audience - who are they?
Front-line staff
Supervisors/line managers
Senior management/middle management
Board/director
Voluntary sector - trustees, volunteers, members
At one remove
Creatives and specialists
Diversity
Segmentation - the way ahead
Theories into practice
The four cultures of the organization
Process this way or give us a sign
Golden Oldie revisited
Semiotics - reading the signs
Focus on the mass or the individual
The individual revisited
Shall we dance? The cooperative model
Computer-mediated communication and the implications
Managing internal communication in-house
The business case
Who does it
How internal communication rewarded
So, human resources or public relations?
Centralized or decentralized
Outsourcing the internal communications function
The business case
What consultancies can offer
Reasons to be cautious
Getting the best from your consultancy
How the legal framework fits in
General communication minefields
In the workplace itself
The channels, vehicles and activities
What is the message?
Face to face - one to one
Face to face - en masse
Print
Broadcast and audio-visual
Internet driven
Corporate glue - games, etc
Events
Environment
Corporate social responsibility
Who uses which media for what
The manager's perspective
Top down - but what about the workers?
Ensuring someone is listening
Unblocking the blockages
Media or symbol?
The invisible web
The receiving end
Staff perceptions
Is there anybody there?
Involvement the key
Last on the bandwagon?
Give them what they need to do the job
The in-house language
Upwards communication
Conclusions to be drawn
Communicating with special groups
Tapping into cultural diversity
The differently abled
Age, gender and sexual orientation
Working from home or out on the road
The unpaid heroes
Micro-organizations
Conclusions
The globally dispersed workforce
The consultancy approach
Things to think about - pan-EMEA and beyond
Getting it Right - Practical Application
How to do it - setting about communication
What your people want to hear
We can all talk can't we? Face to face
Listening in on easy conversation
How others do it
Overcoming presentation sickness
Leading from the middle
Accentuate the positive
Moving it on
So what makes the middle special?
The creative aspects - writing, editing and designing it yourself
Capturing the spark
Sparking ideas together
Sexing up the mission statement
Think visually
Back to the written word
Managing the editorial panel
It's the overall look that counts
What to put in
The annual report
Publishing the printed word - the logistical aspects
Using the professional typesetter and printer
Deploying colour and typeface
Pagination and other weighty issues
Broadcast - do it yourself or call in the experts?
Celebrities - home grown or real?
Working with the professionals
Managing change
Networks
Integrated communication
Communicating in a crisis
So what goes wrong?
On the day itself
Signposting the ether
E-mail - getting it right
E-mail - getting it wrong
Texting - both pro and con
Winding up the intranet
Writing online
Getting the content right online
Intranet of record
They go it alone - online
Working with social media
How widespread is social media?
What can social media add?
How to measure success
Benchmarking
Surveys
Audits
Other ways in
Taking the measure of new media
Looking back and onwards
How to make it happen - gone shopping!
Starting from scratch
Where to look
Preparing the brief
Interviewing likely contenders
So what next?
Working with suppliers
Internal communications - the future
Implications for the internal communicator
Internal communications knowledge and skills
Communications in the public sector - a snapshot
Setting up an internal communications function - things to consider
Useful addresses
References
Further reading
Index