From instant messaging to reliable wifi: six ways to improve small business communication

We all know the importance of good communication. It’s vital for maintaining healthy relationships and for developing trust and engagement within a group or organisation. In the workplace, having an open culture helps people stay connected to the organisation, understand its purpose and develop a sense of belonging.

It might be assumed that it’s easier to communicate in a smaller business with fewer people than a large organisation. But if you’re working in a startup without a HR team, for instance – which typically carries out internal communication functions – that might not be the case.

However, by following a few simple steps, managers can help employees feel more connected to the organisation and have a better sense of belonging. Here are some top tips from industry experts on how to improve communication within small businesses.

Adopt the correct technology
The key challenge for managers is to try to make the most of how employees work. “Technology is there to enhance that,” says Prof Tim Vorley, pro vice-chancellor and dean of Oxford Brookes University Business School and vice-chair of the Small Business Charter. “This isn’t about rolling out industry 4.0 [the fourth industrial revolution, characterised by advanced automation, data and AI], but basic technologies that can really drive growth.”

The point here is that it isn’t just communications technology that can help communication. Human interactions can suffer when business owners get bogged down in more administrative functions such as HR, finance and IT. So automating those processes with technology can free up capacity for more human communication.

Swap email for instant messaging
When it comes to communication technology, most of us are all too familiar with the problem of email overload. Constantly checking your inbox can be a source of stress. So encourage staff to check their emails at fixed intervals – freeing up valuable time to focus on work. Quick queries can be managed through instant messaging, rather than email.

“Moving some traffic off email to a system like Slack can provide a really structured workflow, help employees see where they are and empower them, and support inclusion in the business,” says Vorley.

Experts also suggest making better use of collaboration tools, such as shared documents and cloud-based file sharing. These allow businesses to streamline their communications, replacing some emails with comments directly on shared documents.

Get employees on board with new technology
Of course, the introduction of new technologies and practices in itself requires good communication. So, before introducing new tech, it’s important to get employees on board, according to ​​Annmarie Hanlon, a senior digital skills lecturer at Cranfield University’s School of Management. “We are living in an age of uncertainty. A lot of small businesses are in panic mode. They just need to take stock, take a breath and work out what works well and what technology is easy to use.

“This might be looking at add-ons to or piloting new technology. Staff may have muddled through working from home during lockdowns and juggling new ways of working with home schooling. Staff must feel valued. To get them involved at the start is absolutely key.”

Make communication easy
The move to hybrid working means employers need to find new ways of communication rather than relying on face-to-face meetings. Getting employees to make a thought-provoking presentation or share ideas in virtual or physical breakout groups are all good ways of employee engagement, says Sarah Brooks, lecturer in organisational behaviour at Sheffield University Management School.

Social media such as TikTok and Instagram could also be used as channels for communication. However, she cautions: “It’s important to use technology that staff want to use and can access.” Setting up face-to-face meetings is still important. “Organisations should also create opportunities to speak to staff individually. Only by really getting to know them will this add value to an organisation.”

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Make sure you have fast, reliable broadband
Virtual teams can encounter different challenges compared with traditional face-to-face teams – from making it harder to read people’s non-verbal signals to frozen screens and the dreaded spinning wheel of a patchy internet connection. So having the right broadband tech is vital. Things to look out for include the strength of the signal throughout your home or office and the number of devices that can use a broadband connection simultaneously. Voom Fibre from Virgin Media offers a number of packages for registered small businesses aimed at either the office or home workspace.

Give employees clear goals
One of the hardest parts of effective workplace communication is ensuring that everyone can see the bigger picture even when they’re completing smaller or menial tasks. This can help give meaning to work. Making sure employees have a clear vision of the business’s wider goals – both commercial and social – can create a shared sense of purpose and help them identify with its values. However, this needs to go beyond communicating corporate values and mission statements. Businesses that use analytics and dashboards can help people to better visualise and understand what they are doing and how they are contributing to wider efforts. “This can be really motivational in seeing progress towards achieving team or business goals, whether that is for a sales target of a delivery, or a client project,” says Vorley.

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