The Yin and Yang of Communication
It's troubling when employees read about company initiatives in the mainstream press rather than hearing from management. Even worse is when employees hear about initiatives from customers who read about them in the press. 
According to an IABC publication called Vital Communications, many firms "conclude that externally-directed communication is the sole purpose of a formal communication program, and so they focus only on marketing communication, and media and customer relations." They forget about their employees–an important stakeholder group.
The following automotive analogy is from author G.L. Kreps in Organizational communications: Theory and practice.
- Good internal communication but poor external communication is like a person who drives without looking through the windshield.
- Good external communication but poor internal communication is like a reckless driver being in a high-performance race car.
- Poor internal and external communication is like a rotten driver with dangerous equipment and poor visibility.
Does your communication program need a tune up?
