Your internal communication channels need a boost. How can you use feedback data to make them more effective?

For internal communication to be effective, it is critical to understand the target audience requirement. In today’s multi-generational workforce, not only do we need different styles of communication, we also need different channels to keep employees engaged. Regular feedback from the teams will help provide invaluable insights into the right mix of communication w.r.t. style, frequency, mode etc. that employees prefer. Additionally, making internal communication a dialogue adds value rather than a one sized, one way download. This ensures information is not just disseminated, it is also understood and will be acted upon. Feedback is important to ensure the communication remains relevant and resonates with the employees.

To enhance internal communication using feedback data, conduct an audit of current channels and gather employee insights through surveys or focus groups. Tailor communication strategies based on preferences, encourage two-way communication, and leverage technology for feedback analysis. Regularly review and adjust methods to ensure relevance and engagement, promoting diverse communication formats to cater to various employee needs.

This is a great use case for technology. Think of Large Language Models such as ChatGPT or Gemini. Create a new chat, give some context about what you have been doing, prompt the platform you are going to add a volume of responses and load the data in. Once loaded into the LLM, prompt for commonalities within the responses. Are there patterns that have emerged? Identify where there are positive or negative sentiments. Have the LLM clearly identify the issues and rank them based on volume.

Again, this is another great use case for a LLM. With the data still loaded into ChatGPT, create a prompt such as: Could you look beyond the individual comments and understand the broader sentiment among the responses? What conclusions can be drawn? Could you make sure that the data backs up these conclusions and includes references where possible?

Basis the feedback received on the practice of internal communications or the pathway followed, the immediate action should be to work towards following steps : 1. Identify core challenges 2. Brainstorm on the possible solutions/ process changes/ new processes etc 3. Pen down the action owner against each finalized action item for sighted changes. 4. And now the most important step, Communicate The Change to the employees at every relevant platform. 5. Let the employees know that they have been heard and recognized via implementing the required Changes in the existing communication pathway/channels.

Could you create a system that is part of your organisation's overall processes? I suggest creating a process that is allocated to a department and specific person to create and send regular surveys. The results of these surveys can then be exported into a LLM such as ChatGPT and compared to previous responses to understand the change in sentiment, identify positive or negative trends, and create an action plan to make changes based on the change. I would suggest this is completed quarterly and reviewed by senior management as part of their quarterly processes.

?? Think outside the 'internal' box noting: 1?? Alignment with external comms helps build trust 2?? If done well your external channels amplify internal 3?? New ways of working blur internal/external divide ?? ?? Tip: Review time/value/resources currently allocated ??