Ask and ye shall receive...

I wondered out aloud if Mike Klein might explain his insights a bit more and now, over at CommsOffensive325, he has done so...

I urge you to go and read it all, I largely agree with it all and I suppose should be kicking myself that I didn't blog about it first. But then, I don't think blogging has the same definitive status as publishing in a journal.

I came to similar conclusions using different language, Mike casts his argument using the language of knowledge management. For me, I simply observed in my work that "traditional internal communicators" largely have no view on what I called "information communication."

i.e. To do your job, you require information (which forms part of Mike's "knowledge" category) from others around you. It might be data on previous sales if you're building a marketing model, or the latest data on current product performance if you're on a project to design the next generation of your company's offering.

Up to now, the theory and practice of how this information is communicated has been left to the IT department and business process consultants. And yet, this is the most critical element of "internal communication" in any business. Yes, engagement matters and yes, communication of strategy matters, but a business whose communication of "business information" isn't working rarely survives.

Anyway, as I understand it, this is covered as part of the "knowledge" category in Mike's exposition. So he's got me behind him there, I think that integrating the "management" of various portions of communication in the business is definitely the way forward. And whoever wants to be in charge of "internal communication" needs to address all the categories in play, the old days of being a specialist department in just one are coming to an end.

On to some details of what Mike talked about (you probably need to read his piece for this to make sense):

He outlines three categories:

News/Direction: The information that tells people what to do and when. This flows mainly through formal internal communication and line management channels, and incorporates official definitions of the impacts of external news.
Opinion: This information is designed to influence the recipient and how he or she acts. It mainly comes informally from peers and colleagues but may also come from external stakeholders, or as embedded justification in official news and direction.

Knowledge: Knowledge is the information that tells an individual how to act effectively on the news and direction he/she receives. It is again generally found from peers and colleagues, though it can come as embedded instructions or can be harvested from databases and case studies.

First, it seems to me that "News" and "Direction" really deserve to be separate categories in a taxonomy. This resolves this issue about what employees like, because it's largely clear that "Direction" is the contentious category for employees and "News" is fairly welcome. (I must admit even this is not perfectly true, there are different personality types, some prefer to work independently, others prefer a greater degree of direction.)

Mike asserts that his three categories of "News/Direction, Opinion, and Knowledge" often flow together, through the same channels and as part of the same acts of communication. And again, I have to say, he's dead on. As soon as you get down into the nitty-gritty of how communication occurs (as I do in my work looking at "cultural blockages" on communication) it's very clear that any communication pipelines that exist or are set up are used for all three purposes. Those that are not frequently find themselves neglected in employees day to day priorities.

This becomes all the more important as new technologies arise which have more "bandwidth" and allow more room for informal communication to exist. Social media is the "example du jour" of this, but I'd suggest that we can learn a lot from the way email has developed in organisation too.

I like Mike's approach a lot and I'd urge everyone to give it some thought.

 

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