Internal Communication Toolkit


The aim of the toolkit is to help organisations to improve their efficiency and effectiveness through the creation of internal communication processes that create a cohesive organisational culture. Civil society organisations are focused on specific issues, on improving situations and having a real impact in addressing the many challenges facing the world. Often, the focus is so exclusively on what is going on ‘out there’ that very little attention is given to what is going on within the organisation.

Within communication strategies, internal communication is often overlooked, yet it is vitally important. It is the communication that relates directly to the foundation of your organisation: the people – staff, management and volunteers – that give your organisation its ability to function. Developing sound internal communication processes and evaluating these processes on a regular basis is the same as making sure your car runs smoothly and is serviced regularly.

What’s in the tool

This toolkit offers you an opportunity to think hard about whether your organisation needs to improve its internal communication. If you decide you need to, it offers practical guidance on how to do it in the following sections:


Here we look at what internal communication is, why it is important and the benefits of having effective internal communication. In addition, we discover some of the key principles of successful internal communication.  The strategic internal communication process Here we look at the three steps in the strategic internal communication process: taking a close look at your organisation, developing and implementing a strategy and monitoring and evaluation. We discuss the questions you need to ask of your organisation before you develop an internal communication plan and how to go about finding the answers. Then we go step-by-step through the process of developing an internal communication plan and implementing it. Finally, we discuss the need for monitoring and evaluation the process in order to ensure that it achieves the desired goals and adapts to meet changing circumstances and needs. 

Tools and Tactics

Here we discuss the different tools and tactics that you can use to improve internal communication. Tactics can use tools that require face to face meetings, written notices and publication or information and communication technologies. We discuss the benefits of each type and elaborate on some of the different tactics that can be used. Finally, we highlight some of the limitations of tools and tactics in general 

Case Study: Building a cohesive organisation

Based on a real experience, this case study looks at how one organisation undertook the strategic internal communication process. Particular attention is paid to how the organisation adapted the process to meet its own circumstances and needs.


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