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Service with a smile: a new perspective on internal communications

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. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Handbook of Business Strategy Emerald Publishing

Service with a smile: a new perspective on internal communications

Candy Wallace
Handbook of Business Strategy , Volume 5 (1): 3 – Dec 1, 2004
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Publisher
Emerald Publishing
Copyright
Copyright © 2004 Emerald Group Publishing Limited. All rights reserved.
ISSN
1077-5730
DOI
10.1108/10775730410493540
Publisher site
See Article on Publisher Site

Abstract

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.

Journal

Handbook of Business Strategy – Emerald Publishing

Published: Dec 1, 2004

Keywords: Communication management; Customer service management; Corporate communications

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