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How can we value internal communication?

When I ask students how much measurement of internal communication is done, the short answer is not much.
This was reinforced in the research that I did with Sean Trainor last year, when we asked practitioners about the current state of practice. You can download the full report here.

So, does measurement matter? I think it does as it’s fundamental to showing value and establishing professional practice. The problem is what to measure and how to go about it.

There has been a vigorous debate about return on investment (ROI) of internal communication recently in the CIPR “Inside out – Employee communications & engagement” LinkedIn discussion forum. Though I believe in measurement, there are limits. For example, proving a financial ROI is not a very robust approach because of the many other variables that are always involved. The discussion generated a range of diverse views and it was good to debate the issue openly, which is what professional development is all about.

Last year I did some analysis of how we generally go about valuing internal communication. This has now been published in Public Relations Review. My conclusion is that when measurement is done it is primarily focused on the volume of communication and channels, rather than content. Internal social media measurement is going the same way. There is also very little connection of internal communication measures to employee engagement measures.

Of course, one of the problems about measuring internal communication is that employees are over-surveyed, mainly because of the big annual engagement survey. Instead of spending considerable sums of money on the big engagement survey that tells you what you already know, it is better to conduct internal communication surveys that correlate to engagement so that you then know where to focus efforts in ways that will increase engagement.


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    March 21, 2012 11:23 amPosted 5 years ago
    Jacqui Booth

    I was interested to read your views on this Kevin. I would in the main agree with your comments, although I guess organisations do at some point have to draw a line in the sand. The annual survey allows this to happen, particularly where you have a workforce that can be spread throughout the country, or in fact globally. Our challenge is to change the culture of our organsisation so that employees want to take time to complete it because they see change happening as a result. And that as a result engagement is embraced as the norm.

    I wonder too if some organsiations try to make the annual survey tick too many boxes?

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    April 26, 2012 4:37 pmPosted 5 years ago

    The link to the ‘full report’ is faulty, any chance this could be amended/ new link be sent through? 🙂 Thanks

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    April 26, 2012 4:38 pmPosted 5 years ago

    Wondering if the link to the ‘full report’ could be reposted please?



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