Contents

1C and the healthy organization
18
Matching internal and external image
39
Setting objectives
59
the basics
69
Introduction to Part III
97
Events
117
Print communication
130
Electronic communication
144
Bass Taverns
313
The Body Shop
322
The Boots Company
328
BP Chemicals
345
Comet Group
354
DO IT ALL
363
EMAP
371
F I GROUP
378

Computerbased communication
171
Organizational communication
188
Understanding how communication works
219
What are communication skills?
235
Managing communication through supervisors
260
Why measure?
271
Surveys
283
Audits
289
Benchmarking
298
Andersen Consulting
307
Glaxo OperationsSecondary
384
IBM
393
Kent County Council
401
Rover
409
SmithKIine Beetham
415
WH Smith Retail
421
Unigate Dairies
428
Index
437
Copyright

Employee commitment can mean the difference between success and disaster. So internal communication is now a key issue for senior management. This new Gower Handbook recognises IC's emergence as a new management discipline. It is aimed both at the generalist manager who needs to come to terms with the theoretical and technical aspects of internal communication, and the media specialist now seeking wider management skills and perspectives.Early chapters examine changes in IC's strategic context. These include organizations' increasing need for innovation and flexibility; the disappearance of 'loyalty' among employees; growing recognition of the importance of corporate 'brand' and how to sustain it; and the effects on traditional work and management patterns of new computer networks. Step-by-step guides introduce the reader to creating IC strategies and to carrying out research and measurement. Over 45 communication techniques, from team meetings to web sites, are evaluated for use in differing circumstances. The Handbook also looks at how to set about developing good communicators; and finally presents 16 practical case studies in key application areas. Organizations featured are all leaders in their field, among them Andersen Consulting, The Body Shop, BP Chemicals, IBM, The Boots Company, Glaxo Operations, Rover, SmithKline Beecham, WH Smith and Unigate Dairies.Eileen Scholes and her team have compiled what is probably the most comprehensive - and is certainly the most authoritative - guide available to the principles and practice of internal communication.