Public Relations, for most companies, seem like it’s easier to handle for external customers than internal customers. That could be in part to companies forgetting they need to take care of their internal customers or more commonly known as employees. I have worked for companies that have been great with internal PR and I have worked for some that ignored the issue all together. Experience has shown me that by having good internal customer PR, external PR becomes good by default.
The factors to good internal PR, for me, have come down to a couple key activities: Communication, Highlight the Positive, Honesty and being Proactive. Communication needs to be in real time thus keeping pace with events as they happen. Good, clear and honest communication is necessary to keep staff informed so they know what you need them to know and not guess as to what is going on. Quick and positive feedback will help keep morale up and people focused on the task at hand. Remember repetition is the mother of all learning. It will always hurt you more for your staff to find out on their own what’s going on vs. being proactive and being the one to bear the news, good or bad and clear things up as they happen. It’s simple–give internal customers the information they need to do their job, to keep them focused and keep them form wondering.
In my current duties at my job I, am in the process of building a sales and marketing floor to handle new business. We are still small in numbers so it gives me the time and ability to set up internal communications and Public Relations using the activities listed above, to learn from the past and do things right the from the start.