Look deeper before adding new communications platforms

You’ve no doubt heard this one before: “We have a lack of communication.”

The phrase is uttered so often that you’d think it was codified in every organization’s employee handbook. But when your job is making sure you are communicating effectively with all your audiences, the words always raise concern. Is it true? What could we be doing better?

First, you can always do better. That’s a given.

But instead of immediately looking for a solution to the “lack of communication” problem, I would suggest first asking the person or persons to be specific, to give a concrete example. That will help clarify how the perceived breakdown occurred and how it should be handled in the future.

An internal communications problem is often an expectations or systems problem.

Too often, the first step is assuming you need a new communications platform. A better step is to look at those already in place and why your organization is using them. If you have an internal newsletter, do you expect employees to read it? If you email a colleague for information, do you expect a response? If your team decides something, do you inform all those who may be impacted?

If current communication platforms are ineffective, switch to alternatives — but avoid creating new ones each time someone complains about poor communication. Of

ten the best solution is crafting clear expectations for those receiving the information and those creating the messages.

The best messaging in the world won’t matter if it is never seen.