HERE AND NOW - Formanchuk & Asociados

Internal Communication 2.0: A Cultural Challenge_______________________________________________________________________________g. Listening, replying and taking action:In a 2.0 model, expression is the main value. When companies adhere to thisculture, they minimize the logic of “broadcasting” and get ready to listen to thestaff because they are really willing to know what they think. They also take onthe responsibility to reply to whatever is said and, most importantly, to dosomething about what they hear.A typical counter example: a company creates an internal blog because they areeager to know what the people think. Everything is fine until criticism arises.What happens in 90% of the cases?a. They don’t replyb. Those messages are erasedc. There’s a witch hunt to find out who wrote those messagesd. The blog is shut downh. Respect and ego reduction:Good Communication is only possible when people respect and value each other.Ans this is the mantra of communication 2.0, either internal or external.Here’s an example:In a company we suggested that the “Customer Care Manual” should be preparedby the employees under a Wiki model where everybody could give their ideas andwhere the best ideas would be chosen regardless of the author’s formal hierarchy.We faced a really big challenge (see point 6): get the leaders to accept and believethat the people who dealt with customers were smart, knew a lot, knew evenmore than them (that turned out to be heretic on my part and I was almosthanged!) and therefore, they were encouraged to do the following:Alejandro Formanchuk 17