Comments on my “PR and Change Question”

Commenting on my post on PR and Change (here), Indy at http://enoptron.blogspot.com/ noted that: “Some businesses have people/departments who actually specialise in communicating with internal audiences.”  This approach is probably the best I’ve seen.  They work behind the scenes with advice and hands-on support. Indy continues:

Frankly, if the job is being left to PR people, it’s usually not a good solution. If you come up through the ranks of PR you do tend to have a skill-set/knowledge base focused on external audiences. There are PR people talented enough to turn their hand to internal matters, but it’s not something automatically successful.

Indy’s point on skill-set and knowledge base didn’t immediately come to mind when I wrote my original post.  But that helps explain the blind spot when working internally — PR is “hidden” by the brand or spokespeople during external campaigns, PR’s involvement is much more transparent to internal audiences.

Finally, the last paragraph makes an essential point — cascaded strategy and change must have multiple communication channels.  As Indy notes:

It is true that people trust and accept messages more when they come from peers and line managers. However, it’s also true that those groups of people can be “blocking filters” who do not transmit certain things.

Ceris62 (no blog link) suggests that social media has potential for mediating these discussions without internal messengers (or at least not formal or “approved” messengers).  I believe that’s true, but with a caveat: many of these initiatives are also driven by marketing-focused colleagues as well.  The association with marketing/PR does contribute to skepticism, especially at start-up.  However, that barrier is much lower and weaker in my experience, validating Ceris62’s general direction.

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