Internal Communication 2.0 - Formanchuk & Asociados

Internal Communication 2.0: A Cultural Challenge
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• To think together
• To write together
• To decide together
After all, who deals with the customers every day? THEM!
I was inspired by Dan Gillmor, (journalist and author of the classic "We, the
Media") when he said:
“My readers know more than I do, and that’s a good thing”.
Leaders should recite this mantra:
“My employees know more than I do, and that’s a good
thing!”
This is how the story ended: the “Customer Care Manual” turned out to be
excellent, with millions of productive ideas, many more than if it had been written
by a boss or a know-it-all consultant. A blow to the ego? Yes, all the 1.0 leaders’
egos were bruised”. But the CEO, who I know well, told me later: “Ale, so far I
didn’t know that my company was full of so much talent at the base of the
pyramid. Maybe it is time to redesign it. Thanks for showing it to me.”
9. Network and interaction:
A communication 2.0 scheme requires a participating and flat organization, where
the interaction is not affected by classic hierarchies or unidirectional relationships.
Where roles, tasks, borders, leaderships and interchanges are more flexible and
dynamic, where the center and the surrounding areas are contingent, situational
or blurred because of a network of interactions.
Version 0.1 – Alejandro Formanchuk 16