Channel Management

This chapter explores the strategic management of internal communication channels. It begins by introducing the concept of internal communication as a connector and the potential of channels to create connection between employees, the organisation and themselves literally and metaphorically. The evolving internal communication channel landscape is reviewed, using data and evidence from sector research, and practical tools and approaches for auditing, defining and establishing an effective channel architecture and strategy are introduced. Practical approaches for managing the channel mix, including adding or removing channels, are discussed, alongside some of the challenges presented by the use of digital communication technology in the organisation. The chapter concludes by presenting a practical way to define and construct a communication and business requirement for new channels as a way to facilitate collaboration between IC and other organisational functions, particularly IT.