Service with a smile: a new perspective on internal communications

Devising an internal communications strategy is probably the easy bit. Delivering it, especially in a service organization, is the hard part. Of course, it shouldn’t be that difficult for an organization that works like a well‐oiled machine, should it? Except that businesses are not like machines. They’re like human beings: organic, unpredictable, and with key working parts that aren’t entirely under your control. Instead of nice, uniform cogs that go round and round when you press a button – you’ve got people.