P R I N P R A C T I C E S E R I E S
Effective
Internal
Communication
Second Edition
Lyn Smith
with Pamela Mounter
,P R I N P R A C T I C E S E R I E S
Effective
Internal
Communication
Second Edition
Lyn Smith with
Pamela Mounter
London and Philadelphia
, To the late Ian Connell,
without whom this book would never have been possible
Publisher’s note
Every possible effort has been made to ensure that the information contained in this book
is accurate at the time of going to press, and the publishers and authors cannot accept
responsibility for any errors or omissions, however caused. No responsibility for loss or
damage occasioned to any person acting, or refraining from action, as a result of the material
in this publication can be accepted by the editor, the publisher or any of the authors.
First published in Great Britain and the United States in 2005 by Kogan Page Limited
Reprinted 2006, 2007
Second edition 2008
Apart from any fair dealing for the purposes of research or private study, or criticism or review,
as permitted under the Copyright, Designs and Patents Act 1988, this publication may only be
reproduced, stored or transmitted, in any form or by any means, with the prior permission in
writing of the publishers, or in the case of reprographic reproduction in accordance with the
terms and licences issued by the CLA. Enquiries concerning reproduction outside these terms
should be sent to the publishers at the undermentioned addresses:
120 Pentonville Road 525 South 4th Street, #241
London N1 9JN Philadelphia PA 19147
United Kingdom USA
www.koganpage.com
© Lyn Smith, 2005, 2008
The right of Lyn Smith to be identified as the author of this work has been asserted by her in
accordance with the Copyright, Designs and Patents Act 1988.
ISBN 978 0 7494 5265 0
British Library Cataloguing-in-Publication Data
A CIP record for this book is available from the British Library.
Library of Congress Cataloging-in-Publication Data
Smith, Lyn.
Effective internal communications / Lyn Smith. – – 2nd ed.
p. cm.
Includes bibliographical references and index.
ISBN 978-0-7494-5265-0
1. Communication in management. 2. Public relations. I. Title.
HD30.3.S577 2008
658.4’5– –dc22
2008009974
Typeset by JS Typesetting Ltd, Porthcawl, Mid Glamorgan
Printed and bound in India by Replika Press Pvt Ltd
, Contents
About the author ix
About the editor x
Preface by Professor Anne Gregory xi
Acknowledgements xiii
Introduction 1
PART 1 SETTING THE SCENE
1. What is internal communication? 9
The history 10
Technology added 13
Where it sits in the organization 14
2. What does it take to be an internal communicator? 17
Where to now for the internal communicator? 18
How others see it 22
3. Your audience – who are they? 25
Front-line staff 25
Supervisors/line managers 26
Senior management/middle management 27
Board/director 27
iii
Effective
Internal
Communication
Second Edition
Lyn Smith
with Pamela Mounter
,P R I N P R A C T I C E S E R I E S
Effective
Internal
Communication
Second Edition
Lyn Smith with
Pamela Mounter
London and Philadelphia
, To the late Ian Connell,
without whom this book would never have been possible
Publisher’s note
Every possible effort has been made to ensure that the information contained in this book
is accurate at the time of going to press, and the publishers and authors cannot accept
responsibility for any errors or omissions, however caused. No responsibility for loss or
damage occasioned to any person acting, or refraining from action, as a result of the material
in this publication can be accepted by the editor, the publisher or any of the authors.
First published in Great Britain and the United States in 2005 by Kogan Page Limited
Reprinted 2006, 2007
Second edition 2008
Apart from any fair dealing for the purposes of research or private study, or criticism or review,
as permitted under the Copyright, Designs and Patents Act 1988, this publication may only be
reproduced, stored or transmitted, in any form or by any means, with the prior permission in
writing of the publishers, or in the case of reprographic reproduction in accordance with the
terms and licences issued by the CLA. Enquiries concerning reproduction outside these terms
should be sent to the publishers at the undermentioned addresses:
120 Pentonville Road 525 South 4th Street, #241
London N1 9JN Philadelphia PA 19147
United Kingdom USA
www.koganpage.com
© Lyn Smith, 2005, 2008
The right of Lyn Smith to be identified as the author of this work has been asserted by her in
accordance with the Copyright, Designs and Patents Act 1988.
ISBN 978 0 7494 5265 0
British Library Cataloguing-in-Publication Data
A CIP record for this book is available from the British Library.
Library of Congress Cataloging-in-Publication Data
Smith, Lyn.
Effective internal communications / Lyn Smith. – – 2nd ed.
p. cm.
Includes bibliographical references and index.
ISBN 978-0-7494-5265-0
1. Communication in management. 2. Public relations. I. Title.
HD30.3.S577 2008
658.4’5– –dc22
2008009974
Typeset by JS Typesetting Ltd, Porthcawl, Mid Glamorgan
Printed and bound in India by Replika Press Pvt Ltd
, Contents
About the author ix
About the editor x
Preface by Professor Anne Gregory xi
Acknowledgements xiii
Introduction 1
PART 1 SETTING THE SCENE
1. What is internal communication? 9
The history 10
Technology added 13
Where it sits in the organization 14
2. What does it take to be an internal communicator? 17
Where to now for the internal communicator? 18
How others see it 22
3. Your audience – who are they? 25
Front-line staff 25
Supervisors/line managers 26
Senior management/middle management 27
Board/director 27
iii
