Communicate! Seriously. Maintain good communication, and above all, communicate properly.

Internal communication in a company is an essential element at many levels. If it is effective, it improves the organization and makes the ideas flow like the water of a river. However, if it does not work properly, it can lead to organizational disruption and lead to loss or misuse of much valuable information.

In this article we will learn about the 3 ways in which internal communication flows in a company, and we will end up discovering an IT tool that can help you improve your business.

The 3 internal communication channels in a company

Good communication must meet several requirements. It must be clear, complete and bidirectional. Since, if it is not able to meet these requirements, it will result in poor communication, don’t you think?

In a communication there is always a sender (or senders) and a receiver (or receivers), and an exchange of information that must be as effective as possible to benefit both parties. That is why the elements we were talking about are necessary. Because if the communication is convoluted, incomplete or unidirectional, it will hardly meet its objectives.

For many companies, achieving this type of communication is not an easy task. For example, it is often difficult to communicate with managers, or information between peers gets lost, or does not reach the right people, who have the power to make decisions or the knowledge to use it.

Traditionally, internal communication in a company has been classified into 3 types, depending on the positions in which its issuers are located:

1. Downward communication.

This is the communication issued by the management and received by the rest of the company’s employees. It usually consists of orders, instructions or target setting.

Traditionally, this has been too one-way in companies. Communications are often delivered through group meetings, e-mails or institutional publications, which often do not result in employee feedback. Thus, on too many occasions, the observations that workers could make and that would enhance communication do not work out.

2. Upward communication.

It is the opposite of the downward direction, that is, it originates in the employees and is aimed at the bosses.

It usually consists of the transmission of suggestions, ideas, problems or – very important – comments from customers, and it takes the form of e-mail, message in a suggestion box or in meetings.

As with downward communication, upward communication also often suffers from a certain lack of bi-directionality. Often, management positions have tight schedules which make it difficult to exchange opinions with workers, leading to incomplete and not always effective transmission of information.

3. Horizontal communication. (in internal communication channels)

It is the one that occurs between people who occupy a similar hierarchical position in the company, whatever it may be (both bosses and employees).

Well used, this type of communication can be very valuable. It is the most natural exchange of information within the company, between people who work side by side and face the same kind of situations and problems.

Although it is a much more bidirectional type of communication than the previous ones -given the proximity component that is usually given- the main problem that it generates, in too many cases, is the lack of use. In a very simple way as it is generated, it is often lost, usually because there is no business knowledge to use this type of ideas, or the right tools to take advantage of them.

Improving internal communication in the company with Pandora ITSM

Now that you know about the usual channels of internal communication in a company and some of the problems that tend to arise when it is not used as it should be, how about discovering software that can help you improve things?

This is Pandora ITSM. Pandora ITSM is software that has, among many other features, an issue management system (help desk software) based on tickets (ticketing) which is capable of helping to improve internal communication in companies and organizations.

Although the most common use for ticketing programs is usually in the area of customer service, many businesses are able to take advantage of them in order to transmit ideas, suggestions or communicate problems between the different members of the company.

It is easier than it looks. Imagine that one of the members of your company, for example a member of the marketing department, wants to propose an idea and a tool to facilitate the discussion between the different members of the department in an open way, so that they can contribute their different points of view. With a program like Pandora ITSM, you just need to open a ticket to develop your idea, and the different members of the team can join in and add their opinions.

Or imagine, for example, that one of the people working in the sales department has received a suggestion from a customer to implement changes in a product. All you have to do is open a ticket informing about the proposal, and the qualified people will be able to read it, to consider it, and also to make any comments they consider appropriate.

The possibilities of Pandora ITSM are very wide, thanks to the multiple configuration options available in the program.

Do you want to know more about what our Pandora ITSM ticketing tool can do for you? Click here:

Or you can also submit any questions you may have about Pandora ITSM, for example about its different configuration options. You can easily do this by using the contact form at the following address:

What do you think of our article on the three internal communication channels? We want to know your opinion. You can leave a comment at the bottom of this article, and you can also take a look at the other articles we have posted on this blog, we are sure you will like them. Thank you for reading this article about the internal communication channels in a company, have a nice day!

The Pandora ITSM team will be happy to help you!