Informal Communication Channels

In previous posts I have talked about communication channels in organizations.  Depending on the structure of the organization and the leadership styles therein, there are many variations on the structure of formal internal communication.  But leaders need to be mindful that there are many informal communication channels in any organization.  These channels come in several varieties. 

For many years my institution held an annual retreat.  Hundreds of employees gathered to share information and insights.  The days were filled with formal presentations and seminars where updates and future plans were discussed.  But most evenings were left open for informal gatherings and shared libations.  Often the most productive and informative exchanges took place over a beer and soft rock.  This was a time to share frustrations, best practices, and rumors. These informal meetings were essential to the culture of the organization and helped to form lasting bonds among employees.  At our height our organization spanned over 40 states.  Yet we all came away from these retreats, especially the informal parts, feeling like a tight-knit group with a common cause.

And always be mindful that communication is more than verbal. Remember that the “little people” know a lot, because they do the work.  If leaders dine on catered lunches served on bone china, they need to bear in mind that an employee who brings lunch from home and eats in the break room made the arrangements and ordered the lunch.  If the leadership team jets into town on a private plane to inform employees that they are being laid off and then jets out again, the message is clear:  “Life at the top is great.  Good luck on the street.”

And bear in mind that your employees (and others) watch everything you do and listen to everything you say. As a leader you will have opinions about your employees and colleagues.  You will likely express these opinions in one forum or another from time to time.  Always be aware of who is within earshot and what communication networks they are tied into.  For example, if you criticize the CIO of your company in front of your own IT person, count on that comment making it back to the CIO.  Also count on your emails mysteriously disappearing. Even the most offhand or casual comments live on. Others will remember a kind word or a harsh response, even if you have no memory.  The repercussions can be interesting.  For example, I once remarked that the paint in one of the facilities I was visiting was a bit shabby.  The next week I returned to find the entire building repainted.  That wasn’t what I had in mind by my remark.  But that was how it was heard.

The power of unplanned remarks was especially brought home to me upon my retirement.  My communications team took it upon themselves to compile farewell emails from hundreds of employees, of which they shared with me some of the good ones.  Tens of these well-wishers referenced remarks I had made to them in the hallway or elevator, or waiting in line at graduations. Many of the instances I could recall.  Others had evaporated from my memory, but not from the memories of those who heard me speak them.