Contents: Introduction; Part 1 The Fundamentals of Internal Communication: Measurement, Susan Walker; Creating an internal communication strategy, Marc Wright and Fiona Robertson; What makes a competent communicator?, Sue Dewhurst and Liam Fitzpatrick; Connecting with the unconnected, Ruth Findlay; Recognising and rewarding employees, Ike Levick; Communication at the coalface, Lindsey Uittenbogaard. Part 2 Classic Models for Communication: Maslow's hierarchy of needs, Fiona Robertson; The change curve, Marc Wright; Management theories X, Y and Z, Fiona Robertson; The Johari window, Fiona Robertson; McLelland's needs-based model of motivation, Fiona Robertson; Herzberg's 2-factor theory, Fiona Robertson; Mayo's Hawthorne study, Fiona Robertson. Part 3 Skills and Media: Writing skills, Marc Wright; How to commission a video, Kelly Kass; Better presentations, Fiona Robertson; The concern scale, Marc Wright; How intranets and related technologies are re-defining internal communications, Paul Miller; Appreciative enquiry, Jonathan Priest; How to run a focus group, Patrick Williams; Facilitation skills for line managers, Marc Wright. Part 4 Leadership and Change Communication: Leadership and engagement, Bill Quirke; Communicating through a merger or acquisition, Marc Wright; Make change last, Caisa Alpsten and Ulla Mogestad; New CEO: a case study in communicating, Lee Smith. Part 5 Advanced Communication Skills: CSR and the communication professional, Ingrid Selene; Storytelling and business, Ian Buckingham and Paul Miller; Moving minds, Simon Wright; Perspective: the hidden dimension, Mike Klein; Cultural barriers, Marc Wright; Using pictures to convey strategy, Hilary Scarlett; Communication champions, Fiona Robertson; Better e-mails: the W-H-Y technique, Marc Wright; Creating meaningful dialogue at work, Jacqui Hitt; Advanced employee engagement, Kevin Keohane; How to create an award-winning change campaign, Nicky Flook. Part 6 Social Media Inside the Enterprise: Social media: an introduction, Euan Semple; First steps in implementing social media, Marc Wright; Blogs and blogging, Marc Wright; Blogging for the finance sector, Yang-May Ooi; Writing for the web, Fiona Robertson; Instant messaging as a communication tool, Joanna Goodrick; Index.