Last week I attended the Gatehouse (Gallagher Communications) State of the Sector research*. It was an insightful morning with some good debate in the room and a clear desire to further understand some of the data points.
The research shows the results from over 650 communication professionals representing more than 400 organisations and based all over the world. 57% said their remit was purely internal communications.
Our focus for the next 12 months:
- Communicating strategy, values and purpose
- Improving digital channels
- Enhancing leadership communications
- Supporting a change and/or transformation programme
- Developing/refreshing an internal comms strategy
How has this changed to previous years? Interestingly the top one has seen a drop by 5% taking it back to the level in 2016, although still top of the list, and the fourth point about supporting a change/transformation programme has seen a significant drop – 8% – the lowest it has been for several years.
The barriers to success:
- Poor line manager communication skills
- Internal technology not fit for purpose /legacy systems
- Hard to reach employees
- Volume of communication too high/lack of time for employees to read communications
- Lack of resource/budget/investment
The issue of technology and the hard to reach employees have both seen a significant rise in 2018 at 6% for both. Interestingly in the table you can see that the barrier of the hard to reach employee has risen up the list and in 2017 would have been at the bottom of the top five.
What I find interesting about these two points is the lack of correlation between the barriers and the focus for the next 12 months. The barrier of line manager communication has been on the list for a number of years, yet it never seems to make it into the focus list – what’s stopping us from investing the time and resource into getting this right?
The channel mix is shifting, and we aren’t seeing much change in the use of social channels
We still use email the most and regardless of effectiveness it comes out as the main channel for most audiences – leaders, line managers. There is a rise in printed newsletters – and it’s not a small rise either with a 40% gap between the 2017 and 2018 data. I would suggest that we need to define a newsletter as to how it differs from a magazine, but I wonder if the rise is due to the difficulty in communicating with hard to reach employees.
The social channels piece was startling. Since 2014 our use of social channels is at best limited, followed by embryonic, non-existent and then advanced. At every event I have been to social media inside organisations comes up and yet we are still seeing little movement to the advanced stages. Is there an average time for the changes to take place? Is it a five-year journey and next year we will see some of these numbers really shift? I’m not sure.
The research also shows that in 2017 75% of respondents were planning to invest in their digital channels and this year this has dropped by 5%. Is this because we are tired of trying to invest in systems that aren’t fit for purpose? Or because we need to focus on other things? Either way, improving digital channels was in the list for the focus for the next 12 months so I’m intrigued to know what this looks like, if it isn’t investment in either the platform, the training or the engagement.
There is an alignment issue
There is an 11% drop on the point that leaders and the internal communications team agree on the role and purpose of internal communications. There is a 6% drop in the internal comms function having a clearly articulated purpose and there is a 5% increase in the lack of clarity around the organisational strategy.
The research published by CIPR Inside in November 2017 highlighted the importance of aligning the function’s role with leadership – without it, success will be hard to reach. We know that defining internal communication is difficult given the broadness of the role and alignment inside your organisation is paramount to success. Seeing such a shift in these numbers is still a surprise and a trend I hope we can reverse in 2018.
Overall, I left the session thinking we have yet to drill into the content side of communications. We don’t talk about the messages or what we are talking about – it’s just the channels, leadership and team information. I wrote the word content down about six times during the 70-minute session because for me, all the points above suggest a need to take a look at the content strategy, alongside the channel strategy and ensuring all of it is working behind a common strategy and purpose.
* Caveat from the team: The results are a little different from previous years as they had many more responses from the US than they usually do