April 10, 2013 at 8:24 am | Posted in collaboration, communication, community, engagement, publishing, social media | 4 Comments
Tags: collaboration, communication, engagement, publishing, social media, users, wiki
Ever since organisations have existed there has been a need to manage how their people behave by encouraging, sometimes even mandating, how work tasks need to be carried out and by whom.
There can be various reasons for policies: business, regulatory, and legal are the most common. The way that policies are created, updated, and developed has changed very little in my experience working in or with organisations. There will normally be an owner, champion, or stakeholder who will have overall responsibility for creating and managing the policy throughout its life cycle.
When a policy is created or needs to be reviewed it will normally be the owner who will start some form of a consultation exercise. This may simply be an email to a few people across the organisation who are most affected by or can influence the policy asking if there are any changes they need to be made existing policies or what needs to be included to new policies.
It may involve a more robust approach being taken:
- maybe a focus group
- a request to a wider audience who have an interest in the area of the policy
- or a project team who work through the detail and check back with their business function or stakeholder for guidance on the progress being made.
The variety of approaches used by organisations when creating new policies or reviewing and updating existing policies hasn’t changed much in recent years.
But the ways that organisations can now engage their people to create or update policies are changing. There are new approaches being used which help encourage people to be more involved in what their organisation’s purpose, aims, values, and culture – amongst many others – should be.
Adapting social media tools used successfully on the internet include:
- people using blogs to give their views and opinions
- feedback any questions to news articles
- share information through discussion groups about a wide range of work related activities.
I believe a corporate wiki that any person in the organisation can use is a great way to create a new policy or to update an existing policy. It gives the chance for any person with an interest in the policy – maybe they are affected by it and want to improve it – to give their views.
Have you tried this in your organisation?
January 16, 2013 at 11:08 am | Posted in benefit, best practice, collaboration, digital workplace, engagement, intranet | 4 Comments
Tags: best practice, collaboration, communication, digital workplace, engagement, social media, users
In my last two posts on the digital workplace I talked about how you need a strategy with a governance framework to help you create a great digital workplace. In this post I want to cover how a digital workplace can help the engagement of people working in your organisation.
Encourage
It is vital your Human Resources policies encourage and make it easier for you to work in a digital workplace. You need a culture where the values include sharing of knowledge, openness, and trust.
You need policies that help encourage you achieve your own, your team and overall business goals. You need to show how the digital workplace helps engage everyone more to the business. This can include:
- Allowing access to social network tools like Facebook and Twitter. Common sense policies balance the risks with the rewards of engaging and sharing knowledge and help with people in your organisation and with other organisations with a similar interest or problem.
- Having a new ideas scheme to encourage your suggestions to improve your business and recognising and rewarding you for successful ideas.
- Building a more informal, less hierarchical structure, and management style so you feel you can approach any person (no matter what their seniority or role is) to ask for help or offer helpful information and advice.
- Encouraging feedback. You should feel confident you can raise contentious but relevant issues and get a helpful response that takes your views seriously.
- Treating you as a responsible adult and trusting you will behave online accordingly,
Recognise and reward
What’s in it for me? That’s a typical response to any policy decision made especially when it is an HR policy affects you. You need to see how digital working benefits you. This can be achieved by:
- Recognising positively your move to a digital workplace e.g. making sure team meetings become team calls with you staying at home
- Incentivising your knowledge sharing using digital workplace tools e.g gamification, measuring your activity with blogs, wikis, discussion group comments
- Performance framework rewarding your output not your time spent working in a physical or digital workplace e.g quality of work not just quantity
- Having simple guidelines saying what you can say (nothing slanderous, etc) and encourage the right behaviours through a common sense approach e.g. gentle reminders not formal disciplinary action.
Working styles
You should be encouraged to work in a digital workplace. This can include:
- Paying for your equipment (desk, chair, etc.) and your phone/broadband service from home.
- Making sure you have a laptop and/or tablet and/or smartphone so you can connect to your digital workplace when you need to.
- Training managers to manage employees remotely. Just because you are out of sight doesn’t mean you are not working effectively! A facilitating rather than directing management style helps.
- Flexible working hours to fit a sustainable work/life balance e.g. not 09:00 – 17:00 but maybe split to fit yours and your organisation’s needs.
- Having confidence your personal information is secure and always available whenever you need it with the right permissions.
Please contact me if you need my help or leave a comment on this post. My next post will cover how your digital workplace can make you more productive in your organisation.
December 17, 2012 at 9:23 am | Posted in career, collaboration, communication, digital workplace, engagement, governance, intranet, SharePoint 2010, social media, standards, strategy, value | 3 Comments
Tags: career path, collaboration, communication, digital workplace, engagement, governance, intranet, sharepoint 2010, social media, standards, strategy, value
Several people have asked me what my predictions are for 2013 for intranets and digital workplaces. I couldn’t resist the temptation to give my view from more of a practitioner’s perspective than maybe others have done. So as that legend in his own lunchtime, Tony Blackburn on Pick of the Pops (c’mon you’re not that young to not know him in the UK at least! 
) says “Ok pop pickers, here is the fabulous five!”.
1. Not just a flexi fortnight
In 2012 we had the fantastic experience of the London Olympics and Paralympics. Many blue chip and dyed in the wool organisations with office workers in London had a big shock and had to wrench their employment practices quickly into the 21st century by letting people work away from the office at home or other more local places. People were trusted to work as normal for each of these games events. Amazingly it all went smoothly with many organisations realising here was a quick way of helping to save costs with pressure on their business performance.
I predict many ‘flexi fortnight’ organisations will invest heavily in making the digital workplace permanent in 2013 and help change many people’s work/life balance for the better as well as improve overall business performance. They will need help though!
2. SharePoint will be ‘good enough’
SharePoint 2010 and increasingly 2013 will continue to be the major technology deployed by large organisations transforming their intranets into digital workplaces. Why? Well, there are not many alternatives to choose from now or likely during 2013. Organisations may not choose it for the right reasons ‘herding sheep’ is sometime the image that comes to my mind. Where the real challenge will be is the perennial areas of strategy and governance.
I predict many organisations will need help unpicking poor decisions taken without the full knowledge of what SharePoint is capable of. We know that it can be capable of many good things if in the right hands – then again the opposite happens too.
3. ‘Social media’ a threat to internal comms?
And the problem is partly the term ‘social media’ which is misleading in my humble opinion. I always use terms which are more practical and relevant when talking with clients. The same should apply for intranet/digital workplace practitioners when talking to their internal partners and customers. So we’re helping people to find other people with similar interests to help solve a problem quicker, easier and maybe cheaper rather than ‘knowledge management’ and improving communications by people showing how much they value it by sharing, liking, rating, and commenting on it rather introducing ‘Facebook’ or ‘social media’.
I predict internal communications will ‘get it’ and see this as a big opportunity to gain better employee engagement. Use the right terms and examples to get a better understanding of what it’s all about.
4. Security and compliance taken more seriously
We have seen several high-profile examples of organisations with previously strong reputations and brands suffer severe setbacks because of insecure processes and training and not complying with regulations and legal requirements. It really is time that organisations looked at ALL the legal and regulation requirements as a joined up picture for what is needed in a digital workplace. There has always been a risk that sensitive information can be mislaid since the written word many centuries ago so it’s not a new problem.
I predict organisations will ensure their digital workplace governance and processes are robust using software and education to make sure the right behaviour is encouraged to minimise risks of sensitive and commercial information being found by the ‘wrong’ people.
5. Intranet practitioners become INTRANET or DIGITAL WORKPLACE PRACTITIONERS
Yes, it’s my shorthand method of saying the profile for practitioners will grow in 2013. I do believe as intranets transform into digital workplaces, organisations are realising the value they give them. I also believe your profile will increase as you engage with more senior managers over wider areas that are relevant to a digital workplace than just to intranets. I sincerely hope the value you provide in your role will be recognised and rewarded.
I predict 2013 is the year when many intranet practitioners will find by the end of it their career on a much stronger path with many people showing more interested in wanting to be part of this journey and more willing to help you.
Whatever happens in 2013 I hope you achieve your ambitions!
November 19, 2012 at 9:45 am | Posted in communication, digital workplace, governance, plan, strategy | 1 Comment
Tags: communication, digital workplace, governance, intranet, plan, strategy
In my last post I asked ‘Who should own the Digital Workplace?’. From my experience one function that I feel should not own the digital workplace is Internal Communications.
Communicators’ first priority is to communicate. Their first reaction to collaboration between employees using blogs is to increase the frequency of communications and their prominence on the intranet.
But digital workplaces are used by employees primarily to do things or find information or people, not to read communications. They still do read communications but it is not their main purpose or first priority.
This is a dilemma that communications will need to resolve as they find a new role that continues to add value to the organisation that is more strategic. It is NOT a good approach to seek to own the digital workplace from the view of communications being its main purpose. It isn’t.
While communications still has a key role, increasingly it is human resources, knowledge management and business functions that are largely affected by or have a high influence on how the digital workplace is created that are increasingly involved.
A group of senior representatives who are stakeholders in the digital workplace should form something like a digital board, responsible for strategy, high-level decisions, and priorities for collaboration, communications, tools, and mobile use.
This group should have cross-organisational recognition and support that needs to be seen to be acting in their interests. A clear strategy and prioritised action plan for the short term with owners and timescales will achieve that.
But there still needs to be a leader of the digital board whose authority is accepted. The obvious choice would be the CEO of the organisation. However the reality is the CEO probably won’t have enough time to focus on leading the digital board.
The next best solution is for the CEO to nominate someone or, if not possible, for there to be a senior person who is naturally seen as the ideal candidate by other digital board representatives. The main criteria are someone whose finger is on the pulse of the organisation, is involved and aware of the key decisions being taken, and has the respect of everyone involved.
It is essential to have the right people in place who own the digital workplace strategy and future direction it will take that will benefit both the organisation and everyone working in it.
Am I unfair in my views on internal communications?
Who do you believe are the best people and functions to own the digital workplace?
July 9, 2012 at 8:41 am | Posted in best practice, collaboration, communication, engagement, intranet, podcast, rss, SharePoint 2010, wiki | 7 Comments
Tags: blog, collaboration, communication, engagement, intranet, sharepoint 2010, social media, wiki
I have covered in previous posts how internal communications can improve with collaboration tools. I also believe SharePoint 2010 can help organisations’ intranets if applied well. This post covers 8 ways that SP 2010 can help internal communications.
I’m not saying that SP 2010 is the only way to improve internal comms or intranets generally. There are other technologies that can do this as well or better. It is how you use the technology that is critical to it being a success.
These 8 ways can help SharePoint 2010 make a difference to internal communications by offering more agile and tailored solutions to meet the organisation’s needs:
- Polls: you can use polls to ask for feedback on a subject with a menu of answers for people to choose from.
- News: you can tailor a section of a page to show as many stories as you want. You can give people the choice to see extra news and mandate how many news stories they must see and how many are optional.
- News stories: people can read these and show how they feel by using the SP 2010 features to like and rate the stories.
- Share news stories: people can also share a story with people who will be interested. This is usually by email like with internet sites.
- Tag news stories: people can also tag a story with words or phrases that group it with other information or news they can find easily in future. Tags can also be shared with other people and their tags can create a folksonomy.
- Discussion forums: people are able to extend their feedback on the news story by discussing it further with other people. Internal communicators can also join the discussion and help explain any points that are unclear to people.
- Blogs: people (including internal communicators) can give a personal view on a news story. Again it extends the original message if someone feels strongly about or offers an opinion to challenge another view. This can help tease out small issues that can be quickly resolved before they can become major issues later that are more complex and harder to sort out.
- Podcasts: internal communicators can show and tell how to do something to help illustrate a message better than using words. This is different from high quality corporate videos. The quality may be lower but much cheaper and normally accepted by people. It is the informal, personal, style that can make a positive difference to people’s perceptions.
The real benefits with SharePoint 2010 are when you use it on a major scale. If you create the content to be communicated once, then be able to re-use it across many channels, you can focus on quality of the message. You can communicate it as a news article, mobile text, video/podcast, etc. and get feedback from discussion forums, polls, rating, comments, shares and likes to it.
Have you found any of these have helped you?
May 21, 2012 at 8:46 am | Posted in benefit, communication, digital workplace, governance, intranet, mobile, news, SharePoint 2010, standards, strategy, value | 1 Comment
Tags: benefit, communication, digital workplace, governance, intranet, sharepoint 2010, standards, strategy, value
Why is SharePoint 2010 so widely used? I believe it is because it offers for the first time one technical solution that meets many business needs rather than just one.
If you want to improve knowledge sharing you will have many tools to consider. Again if you need to manage your documents you will have a wide choice of vendors. But if your business has more than one need or can see how solving one will create other requirements then a solution like SharePoint 2010 comes become more attractive to consider.
What if your organisation needs employees to use your intranet while away from their place of work? There are huge savings in office costs and increases in productivity if employees can use the intranet to help them with their work while they are mobile.
Before we can consider if SharePoint 2010 can help meet these needs and provide these benefits there are other important steps to take first.
Mobile strategy
Why is your organisation considering mobile access to your intranet? You need to develop a strategy aligned to your overall business strategy that sets out how providing this need will help to improve the performance. Without a clear, agreed, mobile strategy in place there is little chance of creating a successful business case for a solution that can help employees. You need to research which content and tools are most needed while employees are mobile.
Mobile champion
Who should be responsible for sponsoring the implementation of your mobile strategy? You need to find a senior representative who will champion this or, better still, a board or steering group of senior representatives from business functions across your organisation. Make sure the role is clear, and you have the authority to make the decisions needed, supported by funding.
Mobile audience
Who needs to use a mobile device for their work? You need to be clear which employees will benefit from having a mobile device. It probably will not be everyone. Even if it is, you will have to prioritise who has the greatest need. Factors like the number of employees involved, time spent away from their place of work, what contribution they can make, will help decide the greatest need.
Mobile governance
As well as having a champion for the use of mobile devices your governance framework needs to include the standards for owners of content and tools to follow so mobile devices can be used by employees. Roles and responsibilities need to include meeting the needs of mobile users for content and tool owners. The content and tools must not be a complete duplication of what exists already.
Mobile devices
Will you let employees bring their own devices to work or will you provide your own? That decision is critical and will depend on your organisation’s corporate values, type of employees, security (more below on this), funding and speed of adoption. Once that decision is made you can then focus on what devices your organisation provides or you recommend employees have that offer the best experience for what they need to do while mobile.
Mobile security
How can you be sure the right people only are using your intranet? It is vital you have a representative from your Legal team involved as well as from IT. You need to find the right balance of secure but easy access. It is no good if it takes ages to authenticate who you are before employee can access your intranet. But you do need some intelligent software working in the background to ensure you know who is accessing content with a mobile device.
Mobile platform
As I said at the beginning most organisations are either considering using SharePoint 2010 or are in various stages of rolling out to meet their needs. One of these is increasingly the need to provide content and tools that is needed by employees while mobile.
The problem with SharePoint 2010 is the ‘out of the box’ experience can be a bit underwhelming. It is a text only version which most mobile users of internet sites will feel is like going back in time. It may be improved by the next release of SharePoint but can your organisation afford to wait that long?
May 9, 2012 at 9:17 am | Posted in best practice, collaboration, communication, community, engagement, intranet, social media | 3 Comments
Tags: best practice, collaboration, communication, engagement, intranet, social media
This is the last post in a series answering the question “Can collaboration tools improve internal communications?” covering the right culture needed within an organisation, the redefining of internal communicators’ role and how collaboration tools and features can help improve internal communications.
I now want to discuss how I believe discussion forums can add to the richness of existing internal communication channels and not be a threat that needs to be closed down. I’m going to illustrate this with three examples.
1. Reacting to discussion forums
The initial reason why most discussion forums first start is because employees want to, or organisations encourage employees to, share problems and solutions on work issues with other employees who can help or need the information. However other topics can be discussed for example what people’s views are on the latest corporate initiative? How does it change how they do things now, etc? This is an opportunity for internal communications to explain how it will affect employees. It helps avoid a vacuum which could be filled by rumours and conflicting information. It also shows the organisation is interested in what employees say and responds with a supportive answer.
2. Leading in discussion forums
Internal communications can take a more pro-active role with discussion forums. When an important corporate message has been announced a question can be asked on the discussion forum to gauge what the reaction has been to it. The important point is not to react badly to critical views. It’s no good responding “you haven’t understood the messages or “you just got it wrong” because that will stop future responses. You need to explain carefully and consistently to their views. Remember many employees will only read the conversations and not contribute. Think about that wider audience.
You may set up a separate thread which is dedicated to internal communications where only views and opinions that cover this area are raised, discussed and responded to. Be clear firstly whether it needs to be separate and how your approach will be before starting it.
3. Senior manager online chats
Consider having regular chats online with senior managers and employees. One way would be to have a different Board Member answer questions sent online for one hour each month. The topic could be on anything but it is probably best to concentrate on their area of responsibility where they will bemore comfortable. All the questions and answers given should be published on the intranet for employees to read through especially if they were not able to take part when the online chat happened.
Another way could be to focus on those senior managers who are the best communicators. Certainly if your CEO is keen and sees it as a good way to give a personal message that is different to what has been sent out through the formal channels it normally causes great interest with employees.
I hope this post along with the previous areas I have covered helps to show you how collaboration tools can help, rather than hinder, internal communications and communicators. How you plan to do this and manage this is critical. I can help you with my internal communications‘ experience and knowledge with:
- a few hours help and guidance
- a day’s training/workshop
- a few days advice and detailed guidance
- a few weeks strategic guidance, project planning and if needed, implementation
May 2, 2012 at 8:30 am | Posted in blog, collaboration, communication, engagement, governance, intranet, plan, social media, value | 6 Comments
Tags: blog, collaboration, communication, engagement, governance, intranet, social media, value
In my last post ‘How to improve communications using collaborative tools‘ I gave my view on the corporate environment needed to encourage internal communications professionals to welcome collaboration tools being used by employees. I also gave examples of collaboration tools that can help improve internal communications. This post covers how blogs can help improve internal communications.
A corporate blogging tool can help employees share ideas and opinions. It’s not just used to comment upon internal communications. Blog posts can also help employees doing similar work or having a similar interest in different business units to save time and effort. Employees can find someone else’s views who they do not know to help them solve a problem or speed up a task.
And blogs are something employees are becoming more familiar with on the internet and expect to see on their intranet. For example in the UK many of the BBC reporters blog what they report on TV and radio. There are also many bloggers who post on subjects of interest to employees, whether work-related or of personal interest.
The main point for internal communicators to understand is blogs are established, accepted, and understood on the internet by the same people, employees, who are the audience within an organisation who receive news. So, I recommend a few points internal communicators consider:
- Be accepting of this changing environment and welcome it as some progressive internal communicators have done successfully.
- Don’t feel threatened and react negatively by asking for posts with different views to be removed.
- Widen your scope to include blogs in your communications planning.
- You communicate the corporate message but it is not the only message that can be communicated.
- Treat employees as people with opinions and views they have a right to express, be listened and responded to constructively.
- Take a wider, more strategic view, of all communications and communicators.
- Engage with bloggers and comment on their posts and explain your point of view.
- Posts on blogs can act as an early warning device of a small problem to be resolved before it becomes a much larger and difficult problem to resolve later.
- Posting and commenting on blogs increases employees’ engagement. If they didn’t care, why would they blog?
- Blog posts should help shape corporate values and future direction.
Contact me to find out how I can help you:
- implement a blogging tool
- have the right terms and conditions of use
- communicate better using collaborative tools
- improve engagement of employees
- measure the benefits to be gained
If you want further help from me please contact me or find out more about me and what I can offer.
My next post in this series will be on discussion forums.
Tags: blog, collaboration, communication, engagement, governance, intranet, social media, value
April 23, 2012 at 9:16 am | Posted in collaboration, communication, engagement, intranet, news, research, social media, training, value | 5 Comments
Tags: collaboration, communication, content, engagement, intranet, research, social media, training, value
In my last post ‘Should collaboration tools redefine internal communications’ role?‘ I gave my view on the corporate environment needed to encourage internal communications professionals to welcome collaboration tools being used by employees. But which collaboration tools can you introduce and improve internal communications too?
I recommend researching employees’ needs to find which are most needed and likely to be adopted. Some contact with senior managers to understand the corporate values will help too. Let’s start by increasing employees interaction with existing communication channels before we move on to new collaborative tools.
When a new article is published on the intranet employees normally have no easy opportunity to show how valuable it is, what their views are or the effect it has. Introducing a few features can help to change that.
Rating
Employees are able to rate how useful the information has been. The higher the rating, the more useful it is. It helps show internal communications what is most valued by employees and encourage similar messages to be published. More importantly it shows what is not useful and could be reduced or stopped. This information helps plans for future communications that have the best impact.
Comment
Employees are able to comment on the news item. A comments feature gives freedom to express positive and negative views. It also enables other employees to see these comments and show if they dis/agree with what has been said already. This helps internal communications to understand better how useful, complete, and relevant it has been. It helps internal communications to improve future messages and empowers employees to influence these by expressing their views.
Like
Employees are able to show they like the news item. This helps internal communications understand how valuable and useful the message has been to employees. It is a simpler approach to rating content (see Ratings) and gives a basic indication by the number of employees who how liked the message.
Share
Employees are able to share news items with other employees who have a similar need or interest. This helps spread news more quickly using the channels that employees prefer to use rather than the formal, existing, internal communication channels with other employees.
How I can help
I have several years’ first hand experience improving communications and helping other organisations too. Please contact me if you would like me to help you:
- decide on the right collaboration tools
- communicate better using collaborative tools
- improve internal communications
- research employees needs and attitudes
- train internal communicators
My next blog will cover how blogs can help improve internal communications.
April 17, 2012 at 12:26 pm | Posted in blog, collaboration, communication, engagement, intranet, research, social media, strategy, value | 6 Comments
Tags: blog, collaboration, communication, engagement, intranet, plan, social media, strategy
In my last post ‘Is your culture right for collaboration tools to improve internal communications?‘ I gave my view on the corporate environment needed to encourage internal communications professionals to welcome collaboration tools being used by employees. Internal communications need to realise they are not the sole people who can communicate using the intranet. Neither are their official channels the only route to communicate with other employees.
To embrace these challenges I suggest redefining the role of internal communications. It is set in a model that is fast changing and risks becoming irrelevant. The days when only managers or CEOs communicated business news and changes to their employees using internal communications will become extinct like dinsoaurs. They need to adapt to the changes and recognise, like some progressive comms people have already done, the need to evolve and move forward and not resist until the bitter end.
I see the role for internal communications changing in this new world where employees want to communicate and collaborate with other employees as liberating and giving greater influence to the organisation. Why?
1. Strategic
Take a step back from the day to day activity of preparing communications, checking channels are operating OK, and which day to send out a corporate message. Think more about the value communications can have on the organisation, how employees perform, the direction it sets.
Encouraging employees to give their views on communications, even setting the agenda and starting communications on the organisation’s performance, ways of working can help encourage employee engagement.
Get more involved in the organisation’s strategy by influencing how communications in general, not just corporate messages, show the pulse of the employee’s attitude and engagement. Work with HR and the intranet team to use the information on blogs, discussion forums and online polls to identify hot spots that are important to employees – what is working well, what could be improved – and help communicate through channels that employees choose to use with helpful information.
This will show the organisation is listening rather than just talking all the time to employees. It also means employees use their time for more productive activities if their concerns have been accepted and acted upon more quickly.
2. Influential
Having a wider view of what is happening across the organisation brings a better insight to how its aims can be achieved from an internal communications perspective. A more accurate and complete picture given will mean other senior leaders taking notice and seriously considering any points or issues raised by internal comms.
It will mean more major business projects and change programmes will want to involve internal communications professionals at the start so the right priority and consideration is given to their views. It enables internal communications to start setting more of the agenda that will improve the organisation and employees’ engagement with it by its understanding of how employees communicate and collaborate to maximum effect.
3. Liberating
The main focus has been on the content of the communication being word-perfect and grammatically correct with the channels working fine for delivering it to the audiences on time. The focus shouldn’t be on just that, important though it is to avoid badly worded, confusing, messages. Instead it should widen to cover the wider impact of any communications.
So if you threw a stone into a pond it wouldn’t just be the size of the splash the stone made but the ripple effect that went as far as the edges of the pond. Instead of success being the perfect execution of the stone being thrown, it is also the number and size of the ripples and how far they spread across the pond.
This can be achieved by starting online polls to ask for employees’ views, raising new topics in a discussion forums, responding with contructive comments to blog posts giving different views. The aim is to explain and educate employees to understand better what has been communicated. It is not to tell them they are wrong and only the internal comms sponsored message is right.
4. How to do this?
All of this is easier to read about than to do. Don’t worry, I have first hand experience for several years of achieving this as well as helping other organisations with advice and detailed information. If you want further help from me please contact me or find out more about me and what I can offer.
My next blog will give more practical examples of how collaboration tools can help improve internal communications.
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