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Contents About the author Acknowledgements Introduction PART 1SETTING THE SCENE 1. What is internal communication? The history Technology added Where it sits in the organization 2. What does it take to be an internal communicator? Where to now for the internal communicator? How others see it 3. 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 4. 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 5. Managing internal communication in-house The business case Who does it So human resources or public relations? 6. Outsourcing the IC function The business case What consultancies can offer Reasons to be cautious Getting the best from your consultancy 7. How the legal framework fits in General communication minefields In the workplace itself 8. 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 9. 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 10. 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 11. 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 12. The globally dispersed workforce Practical advice The consultancy approach Things to think about -- pan-EMEA and beyond PART 2 GETTING IT RIGHT -- PRACTICAL APPLICATION 13. How to do it -- setting about communication What your people want to hear 14. We can all talk can't we? Face-to-face Listening in on easy conversation How others do it Overcoming presentation sickness 15. 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 16. Publishing the printed word -- the logistical aspects Using the professional typesetter and printer Deploying colour and typeface Pagination and other weighty issues 17. Broadcast -- do it yourself or call in the experts? Celebrities -- home grown or real? Working with the professionals 18. Managing change Networks Integrated communication 19. Signposting the ether E-mail -- getting it right Email -- getting it wrong Texting -- both pro and con Winding up the intranet Writing online Getting the content right online Intranet of record 20. How to measure success Benchmarking Surveys Audits Other ways in Looking back and onwards 21. 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 22. Internal communications -- the future Job of the future Office of the future New media of the future Function of the future Technology -- platform or driver? Appendix 1. Internal communication knowledge and skills Appendix 2. Communications in the public sector -- a snapshot Appendix 3. Setting up an internal communications function -- things to consider Appendix 4. Useful addresses References Further reading Index
Library of Congress Subject Headings for this publication:
Communication in management.