The Future of Internal Communication Institute of Internal Communication

In this episode, the hosts are joined by guest Alex Fahie to discuss the role of artificial intelligence (AI) and generative AI in internal communication. They explore the potential of generative AI to automate content creation and the impact it may have on the role of internal communicators. They also discuss the importance of upskilling for internal communicators to effectively leverage AI tools. The conversation then shifts to the practical application of generative AI in the education sector, specifically in tasks such as lesson planning and finding cover for absent teachers. They discuss the application of AI in internal communication and the importance of humanising technology. They explore topics such as automating touch points and employee experience, moving from a task-based approach to systems thinking, the role of internal communicators in humanising technology, the challenges of labels and identity, and the risks of data and labels. They emphasise the need for internal communicators to ensure the healthy use of AI in organisations and focus on outcomes rather than tools and tactics. The main takeaway is the importance of play and experimentation in understanding and utilising AI effectively.
Takeaways
Generative AI uses artificial intelligence to generate new content, such as text, images, videos, and songs.
While generative AI has the potential to automate content creation, it is important for internal communicators to be educated and skilled in using these tools effectively.
Generative AI can be applied in various tasks in the education sector, such as lesson planning, essay marking, and finding cover for absent teachers.
Teachers' reactions to generative AI in education vary, with some expressing apathy due to the influx of educational technology, while others see it as a way to alleviate administrative burdens and fall back in love with teaching.
Internal communicators can be empowered by AI tools to have a seat at the table and effectively fulfill their role in organisations.
About Alex Fahie
Alexander Fahie is a semi-good entrepreneur, AI consultant and a very-average author, on a mission to make a difference.After studying Politics with Economics at Newcastle University, Fahie entered investment management in 2011. He was recognised as a 'top 30 under 30' in 2016. In 2018, he founded Ethical Angel, a company tasked with turning the needs of charities into learning experiences to ensure good causes had more sustainable support. The firm has garnered VC investment from around the world, numerous awards, and full B-Corp certification, collaborating with major businesses.In 2020, Fahie was part of the UK delegation for the UK Government Tech4Good trade mission to India. In 2023, the same year that his book, “Workplace Learning: Have we got it all wrong?” was published, Fahie founded TAISK, using AI to complete tasks.Whether helping a small business owner drive sales, giving teachers precious hours back for student interaction, enabling CEOs to improve efficiency and culture, or helping students fast-track their learning and earning potential, TAISK is the game-changer and one of Europe's fastest growing AI workshops.
Linkedin:  https://www.linkedin.com/in/alexander-fahie/
 

In this episode, the team is joined by guest Howard Krais to discuss the importance of listening in organisations and the role of leadership in fostering a listening culture. He highlights the lack of emphasis on listening in business education and the challenges organisations face in prioritising and acting on feedback from internal stakeholders. He emphasises the need for leaders and internal communicators to develop interpersonal listening skills and become the voice of employees. He encourages internal communicators to take action by leveraging their influence to drive change and improve organizational outcomes through effective listening.
 
Takeaways
Listening is a crucial skill for leaders and organisations to foster trust, engagement, and innovation.
The lack of emphasis on listening in business education hinders leaders' ability to effectively listen and engage with employees.
Organisations should prioritise and act on feedback from internal stakeholders to drive change and improve outcomes.
Internal communicators can play a vital role in creating a listening culture by becoming the voice of employees and influencing decision-making.
 
About Howard Krais
Howard co-founded True, a business set up to help organisations build winning cultures through maximising the potential of their people in early 2023.
Before True, Howard spent much of his career in senior in house communications and engagement roles at businesses such as Ernst & Young, GSK and latterly Johnson Matthey. 
Over the last six years, together with colleague Mike Pounsford and Kevin Ruck, Howard has led work focused on how organisations listen. Following four ground-breaking reports, a book, entitled “Leading the Listening Organisation” was published by Routledge in December 2023. 
Howard was President of the UK chapter of International Association of Business Communicators for two years (2019-21), and Chairman of Wealdstone Football Club (2007-16). 
 
LinkedIn: https://www.linkedin.com/in/howard-krais-4094a02/
 
 

In this episode, Janet Hitchen discusses the importance of understanding organisational priorities and aligning internal communication efforts with those objectives. She emphasises the need to ask the right questions and challenge assumptions to ensure that the work being done is truly impactful. Janet also highlights the educational aspect of internal communication, both within organisations and in educational institutions. She stresses the importance of business acumen and the confidence to ask questions and seek understanding. Ultimately, Janet encourages internal communicators to reflect on the work they are doing and strive to make a meaningful impact.
Takeaways
Understand the organisation's priorities and align internal communication efforts accordingly.
Ask the right questions to ensure that the work being done is truly impactful.
Educate others on the role of internal communication and its importance in achieving organisational goals.
Develop business acumen and the confidence to ask questions and seek understanding.
 
About Janet Hitchen
Janet Hitchen is a Internal Communication Leader with 20 years experience working globally in Finance, Tech, FMCG and Retail. She has worked in complex international organisations, start ups and scale ups and, for the world's most admired brand.
In January 2020, she started her Internal Communication consultancy Janco Ltd to help companies create and/or reimagine their internal communication function.
She’s a strong advocate of internal comms as a business driver as she has done it and seen it many times when she and her teams have been given the opportunity to not simply react but proactively develop and craft.
She’s cultivated a deep passion for sustainability over the last few years and how internal communication professionals can help businesses shift to being futureready, strengthened by her recent studies and relationship with Cambridge Institute of Sustainability Leadership.
Outside of work she’s an avid theatre-goer with a review blog she has been writing for 10 years, a gentle runner, a very-amateur film photographer, a prolific bookworm and, she is accompanied pretty much everywhere by her Border Terrier, Mills.
You can contact her on LinkedIn or janet@janco.uk (but she admits email is not her favourite thing)
LinkedIn: https://www.linkedin.com/in/janethitchen/

In this episode, Jen, Dominic, Cat are joined by Professor Michael Heller and Dr Joe Chick to discuss the institutional history of internal communication. They recap the progress of their research project and share their discoveries from archival research. They explore the concepts of diachronic and synchronic analysis and how the perspective on well-being has evolved over time. They also discuss the factors that have accelerated internal communication, including crises and the changing role of management. The conversation highlights the importance of continuity and change in internal communication and the strategic use of language, such as family metaphors. This conversation explores the history and future of internal communications (IC). The professionalisation of IC is an ongoing process, and the use of rhetorical history and organisational memory plays a significant role in shaping the field. The importance of heritage and history in IC is highlighted, with the International Association of Business Communicators (IABC) being one of the oldest IC organisations. The impact of new technologies, such as social media and AI, on IC is discussed, emphasising the shift from content creation to curation and co-creation. The conversation concludes with the importance of listening and learning from the past in order to reimagine the future of IC.
Takeaways
The institutional history of internal communication involves analysing the past and present to understand the evolution of the field.
Diachronic analysis focuses on studying a specific point in the past, while synchronic analysis examines a point in time across different periods.
The perspective on well-being has changed over time, with modern internal communication emphasizing employee well-being.
Crisis has played a significant role in shaping internal communication, with organisations responding to crises by developing new communication strategies.
Continuity and change are important in internal communication, with some aspects remaining constant while others evolve.
The strategic use of language, such as family metaphors, can shape internal communication practices and organisational culture. The professionalisation of internal communications is an ongoing process.
Rhetorical history and organizational memory play a significant role in shaping internal communications.
Heritage and history are important in internal communications, providing a sense of pride and gravitas.
New technologies, such as social media and AI, are changing the landscape of internal communications, shifting from content creation to curation and co-creation.
Listening and learning from the past are crucial in order to reimagine the future of internal communications.
 
About Professor Michael Heller, Newcastle Business School at Northumbria University
Michael Heller is a Professor of Business History at Newcastle Business School, Northumbria University. His research focuses on the history of large-scale organisations, work, corporate communication and society. He has published in a number of leading global academic journals such as Organisations Studies, British Journal of Management, European Journal of Marketing and Business History. He has been researching and publishing on internal communication for sixteen years.
https://historyofinternalcomms.org/ 
https://www.linkedin.com/in/professor-michael-heller-b94819a5/
 
About Dr. Joe Chick
Joe is a historian with an interest in long-term changes in social history from the medieval era to the present day. His research at Northumbria University is on the rise of large organisations since the late nineteenth century, focusing on the discourse and practice of employer communication with employees.
The themes of power relations and institutional change also appeared in his previous research into the transition from the medieval to the early modern era. His work looked at the power of the monasteries through their lordship over English towns, looking at t

In this episode, guest Diane Osgood, discusses the topic of business sustainability and its importance. She defines business sustainability as the impact a company has on the environment and society through its modes of production and the impact of the products it makes. She also highlights the importance of managing the risks of climate and environmental impact on the company, its employees, and its customers. Diane emphasises the role of internal communication in helping employees understand the company's sustainability goals and progress, facilitating dialogue and action, and bridging generational perspectives. She recommends that internal communicators focus on educating employees about the company's sustainability challenges and progress.
 
Takeaways
Business sustainability encompasses the impact of a company's production processes and the nature of its products on the environment and society.
Internal communication plays a crucial role in helping employees understand the company's sustainability goals, progress, and the broader context of sustainability.
Effective internal communication can facilitate dialogue and action, bridge generational perspectives, and empower employees to contribute to sustainability efforts.
Educating employees about sustainability challenges and progress is essential for creating a shared understanding and fostering a sense of purpose and responsibility.
 
About Diane Osgood
 Diane Osgood, US/France, is a pioneer in corporate sustainability and human rights. She has over 30 years of helping companies innovate and grow with purpose.  She focuses on the power of consumers to influence brands and shape the economy. Diane served as a senior advisor to President Clinton for the Clinton Global Initiative and on the Vatican Arts and Technology Council. 
Diane has run her boutique consulting business since 2019. Prior to that, she was a Director of Sustainability and Innovation for Richard Branson’s Virgin Group and VP of Strategy at Business for Social Responsibility (BSR). Her consulting clients include Meta, Virgin Hotels, Addison/Sia-Partners, Avnet, Waters, Pega Systems, DuPont, Monsanto, P&G, Aventis Pharma, and social enterprises. She was a senior advisor to President Clinton for the Clinton Global Initiative and served on the Vatican Arts and Technology Council.
She earned her Ph.D. in Environmental Economics and Development Studies at the London School of Economics. She’s a co-author and co-editor of the award-winning The Carbon Almanac (Penguin, 2022) and of the forthcoming Your Shopping Superpower. She contributes to Fast Company and GreenBiz.

In this episode, Neil Carberry, Chief Executive of the Recruitment and Employment Confederation, discusses the current state of the labour market and the challenges employers face in 2024. He emphasises the importance of effective internal communication in recruitment and retention, highlighting the need for human skills in the hiring process. Neil also discusses the impact of remote work and the importance of fair processes and negotiations in organisations. He emphasises the role of internal communicators in facilitating dialogue, establishing justice, and building a sense of belonging within the workforce. Overall, Neil emphasises the critical role of internal communication in navigating the complexities of the labour market and driving organisational success.
 
Takeaways
Labour market trends in 2024 include a drop in permanent hiring and increased reliance on temporary hiring due to economic uncertainty.
Improving hiring processes by working with specialist recruiters and focusing on quality applications can lead to better outcomes for employers and job seekers.
The role of internal communication is crucial in recruitment and retention, with a focus on building relationships, facilitating dialogue, and establishing justice.
Reskilling and upskilling are important in the current labour market, and organisations should provide clear pathways for career development and support employees in adapting to future changes.
Internal communicators play a strategic role in organisations by helping leaders listen better, establish belonging, and communicate effectively with employees.
 
About Neil Carberry"Neil Carberry was appointed as Chief Executive of the Recruitment and Employment Confederation in June 2018 having been managing director at the Confederation of British Industry, leading the CBI’s work on the labour market, skills, energy and infrastructure.  In 1999, Neil began his career in recruitment working for executive search firm Fraser Watson before doing a post-graduate degree in Human Resources at the London School of Economics and joining the CBI in 2004. He is a Chartered Fellow of the CIPD and a Fellow of the RSA. He is a member of the council of the conciliation service ACAS and a former member of the Low Pay Commission, which recommends UK minimum wages. A three-time nominee to the SIA staffing100 in Europe, he is also on the board of the World Employment Confederation, Total People and a primary academy trust in Oxfordshire. Neil is an RFU qualified rugby coach and is one of the 8000 co-owners who made Heart of Midlothian the UK’s biggest fan-owned football club.