Small Business, Big Impact: How to Make Your Internal Comms Kick Ass in Your SME

Internal communication is the backbone of any thriving business, but for small and medium-sized enterprises (SMEs), it is all too often overlooked or deemed as unnecessary. And, sadly, I can speak from personal experience here.

While it’s true that SMEs may not have the large-scale hierarchies of larger corporations, they still face unique challenges. Whether it’s ensuring clarity in business goals, fostering team collaboration, or managing remote workers, effective internal communication is still key to building a cohesive, productive, and motivated team.

Here’s how SMEs can make internal comms work and why it's so important.

1. Build a communication-first culture

One of the biggest advantages SMEs have over larger organisations is agility. However, without a solid foundation in communication, this agility can be hindered or even undone by misunderstandings, delays, or a lack of alignment. The solution? Build a communication-first culture. This starts from the top down: leadership must model transparent and open communication and emphasise its importance across the business.

• Lead by example: Managers and leaders should make time for regular check-ins, feedback sessions, and updates.

• Open-door policy: Create an environment where employees feel encouraged to speak up, whether it’s sharing ideas or raising concerns.

• Acknowledge contributions: Publicly recognize and reward employees for their input and contributions. It fosters trust and a sense of belonging.

2. Leverage the right communication tools

Investing in the right tools can make or break internal communication for organisations of any size. SMEs should focus on finding cost-effective yet powerful platforms that meet their specific needs. While email remains a staple, modern tools can streamline communication and collaboration in ways traditional methods can’t.

• Instant messaging platforms: Tools like Slack, Microsoft Teams, or even WhatsApp (for informal communication) can help teams stay connected and collaborate in real time. They also help keep communication organised with channels or groups.

• Project management tools: Platforms like Asana, Trello, or Monday.com help teams stay aligned on tasks and goals. They also promote transparency, ensuring that everyone knows who is responsible for what and what’s being worked on.

• Video conferencing: Remote work has increased the need for virtual face-to-face interactions. Zoom or Google Meet allows teams to hold more effective, personal conversations, even if they can’t be in the same room.

3. Streamline information sharing

With SMEs, every team member is likely to wear multiple hats, which means they can be inundated with information from various angles. To ensure that communication doesn’t become overwhelming, streamline how information is shared.

• Establish a central hub: Use a shared platform for all critical documents, announcements, and policies. Whether it’s Google Drive, SharePoint, or an internal wiki, this makes it easier for employees to find the information they need quickly.

• Clarify communication channels: Clearly define which platforms are used for what purpose. For example, email for official announcements, messaging apps for quick questions, and video conferencing for deeper discussions.

• Avoid over-communication: It’s tempting to over-communicate, but this can be just as harmful as under-communicating. Be deliberate about what gets shared and when to avoid information fatigue.

4. Regularly check employee sentiment

We say this so often, we’re starting to bore ourselves. And yet, we still can’t say it enough! Good communication is a two-way street. You can’t know how your internal communications are being received unless you actively seek feedback from employees. Create opportunities for employees to voice their concerns, give feedback, and share their ideas on how communication can be improved. This can be done through regular team meetings, suggestion boxes, online forums, or an e-platform that facilitates interactive chat, Q&A and polling.

• Surveys and polls: Short, regular pulse-surveys can help gauge how employees feel about the current communication methods. Tools like SurveyMonkey or Google Forms are easy to use and provide valuable insights.

• Open feedback loops: Encourage continuous feedback through one-on-one meetings, suggestion boxes (physical or digital), or casual team meetings.

• Town halls or all-hands meetings: Hold regular town halls to communicate company-wide updates, celebrate wins, and address concerns. This also gives employees the chance to ask leadership direct questions.

5. Customise communication

Not every department or role in an SME will require the same communication approach. Sales, marketing, HR, and IT teams, for instance, will have different information needs, styles of working, and preferences.

• Tailored communications: Try to understand the communication style and needs of each department and adjust accordingly. Some teams may thrive with written instructions, while others might prefer visual or verbal communication.

• Department-specific updates: While there should be company-wide announcements, give departments or teams the autonomy to communicate more specifically within their roles or projects.

• Flexible communication: For hybrid or remote teams, flexibility in communication is essential. This could mean using asynchronous communication tools or setting specific "office hours" for quick responses.

6. Foster team building and collaboration

In smaller businesses, employees are more likely to work across departments, so building strong, collaborative relationships is crucial. Team-building activities —whether they’re formal initiatives or casual interactions— go a long way in fostering a positive communication environment.

• Cross-department projects: Encourage teams from different departments to collaborate on projects. This exposes employees to different perspectives and helps break down silos.

• Regular social check-ins: Casual communication is just as important as formal channels. Social events, coffee chats, or virtual hangouts foster a sense of community and build stronger interpersonal relationships.

• Peer-to-peer recognition: Encourage employees to acknowledge each other’s work through peer recognition programmes. There are a few brilliant platforms that make it easy to celebrate each other’s successes in a fun and engaging way. The added bonus with peer-to-peer is that both giver and receiver of recognition get that shot of extra morale!!

7. Be transparent and consistent

One of the biggest complaints employees have about internal communication is inconsistency and lack of transparency. In SMEs, where business strategies may shift quickly, keeping employees informed can make all the difference in maintaining trust and morale.

• Frequent updates: Keep your employees in the loop with regular company-wide updates. Whether it's through weekly email newsletters, monthly town halls, or quarterly performance meetings, consistency is key. And don’t shy away from sharing challenges the business is facing. Employees appreciate honesty and are more likely to offer support and solutions when they’re kept in the know.

• Explain decisions: When big decisions are made, such as restructuring or new product launches, explain the "why" behind them. Employees are more likely to rally behind a decision if they understand the reasoning and impact.

• Tone of voice: Please don’t forget about maintaining  your tone of voice either – it’s important to keep that consistent, too, as it helps to create a cohesive and coherent message, ensuring that employees understand your values, culture, and goals. If your tone of voice changes frequently, it will make employees feel uncertain (or even suspicious) about the company's intentions. Conversely, by maintaining a consistent tone of voice, we can demonstrate our commitment to transparency and honesty, building trust and fostering a positive workplace culture.

8. Measure success and continuously improve

Internal communication is not a set-it-and-forget-it function. Regularly assess its effectiveness and make improvements where necessary. SMEs have the advantage of being nimble, which means they can adapt quickly if something isn’t working.

• Track engagement: Monitor how often employees are engaging with the tools and platforms provided. Are they using them as intended? Are important updates being read?

• Hold retrospectives: After major projects or initiatives, hold retrospectives to assess what worked well and what could be improved in terms of communication.

• Iterate and improve: Based on feedback and performance data, continuously refine your internal communication strategy. What worked last year might not work as your company grows or changes.

 Conclusion: Communication as a competitive advantage

Effective internal communication in an SME is more than just sending emails or holding meetings. It’s about creating an environment where employees feel heard, connected, and aligned with the business’s goals. By focusing on open dialogue, leveraging the right tools, and fostering a culture of collaboration, SMEs can enhance their productivity, retain top talent, and gain a competitive edge in their industry.

When internal communication works, everyone wins — so make it a priority!