Enable IT or Break IT! Why Multichannel Internal Communications is Key to Delivering Successful Change Programmes
Technology transformation in regulated industries such as Banking, Insurance, Life Sciences, and Energy is not just an investment, it’s a necessity. Without continuous change, organisations risk inefficiency, compliance failures, and falling behind competitors. Surprisingly, one of the most common reasons change initiatives fail isn’t the chosen technology or the strategy – it’s communication. Or more accurately, the lack of clear, effective internal communication.
Internal communication (IC) is often underestimated or too tightly controlled, which can limit how well change is understood, accepted, and acted upon.
When IC falls short, the consequences are real. Regulations get misinterpreted, deadlines slip, and costly mistakes happen – sometimes with legal or safety implications, especially in high-stakes, high regulation environments. Trust begins to erode, both internally and externally. Morale dips, resistance grows, and progress slows. Innovation stalls when people don’t feel informed, included, or empowered to contribute.
According to McKinsey, 70% of digital transformation efforts don’t succeed – and one of the key reasons is because employees, the people expected to drive or adopt the change, are often left out of the conversation.
Organisations that fail to communicate clearly and consistently across multiple channels risk losing the very people they rely on. Without strong internal communication, even the best-laid plans can unravel.
David Keane, Head of Enterprise Agility at Calitii, believes: “If you want to improve ways of working, you must first improve ways of communicating.”
The Need for a Multichannel Approach
Technology transformation reshapes how employees work, which can often be unsettling for them. Making clear, frequent, and engaging communication is essential to reassure and support teams bringing them along with you on the change journey.
However, employees consume information differently, making a varied and creative multichannel IC strategy crucial.
A multichannel approach improves the chances of success by making communication more inclusive, reaching a broader audience and accommodating different ways people prefer to receive and engage with business information. Combining digital and live formats – such as videos, microsites, newsletters, podcasts, live calls, CEO-led town halls, and expert masterclasses – and anchoring them in strong visual storytelling helps make complex changes feel real, relatable, and credible.
Research has shown that companies using multichannel IC see higher employee engagement and faster transformation adoption.
The Golden Nugget? A combination of leadership messaging and peer-driven forums reinforces key messages, builds trust, and enhances engagement.
Leadership’s Role in Multichannel Internal Communication
Effective internal communication ensures messages reach and engage all employees. When current methods fail to connect with diverse audiences, leaders must drive change by championing new solutions that bridge communications gaps.
Here’s how leaders can maximise the impact of communications:
- Expand Communication Channels – Support a mix of email, web, chat platforms, video updates, and interactive forums to ensure accessibility across roles and locations
- Be Visible and Engaged – Actively participate in town halls, digital updates, and discussions to reinforce the importance of open communication
- Prioritize Inclusivity – Ensure messages are accessible through multilingual content where appropriate, mobile-friendly platforms, and assistive technologies
- Encourage Two-Way Dialogue – Create feedback loops via surveys, Q&A sessions, and digital forums e.g. communities of practice, to keep communication responsive
- Leadership Adoption – Lead by example in using and endorsing new tools to drive engagement and cultural change
By actively enabling use of a wide range of communication channels and by clearing pathways to employee communications, leadership will help transformation efforts resonate, gain acceptance, and drive adoption.
Final Thoughts
Technology transformation in regulated industries is complex, and success hinges on people. A structured, multichannel IC strategy doesn’t just inform, it inspires. Engaged employees become active participants in change rather than passive recipients.
As David Keane succinctly puts it: “Give your technology transformation the best chance of success with a creative and comprehensive multichannel communication strategy that engages the right people, in the right way, at the right time.”
By removing barriers to engagement, all organisations can seamlessly enable technology transformation, giving it every chance of lasting success – ensuring smooth adoption and delivery, regulatory compliance, and long-term impact.
