ABSTRACT
One of the central themes of this book is that organisations are defined, constituted and enabled by communication. Organisations – and the people within them – communicate incessantly, regardless of whether they intend to or not (even a decision not to communicate is a communication decision). Indeed, it is possible to make sense of an organisation by looking at how it is represented by the people who work in it. A cheerful, welcoming and efficient receptionist immediately makes a positive impression on the visitors to an office. How a buyer deals with a supplier on the phone can speak volumes about attitudes towards the organisation’s value chain. The different ways managers brief their staff on company news can suggest how much importance is placed in the organisation on internal communication. Are there regular, face-to-face updates for employees by managers, is important operational information only communicated to employees by email, or is there a mix of activity?
