First I've heard of it.

Why this is usually an internal communications clarity problem.

If you work in internal communications, HR or leadership, you’ve heard it before:

“The first I’ve heard of it.”

It’s rarely said with bad intent. But it usually signals a gap in your internal communications strategy.

And in most cases, it isn’t because you don’t have enough channels.

It’s because those channels lack clear purpose.

You probably don’t need another internal communications tool.

Most organisations already use multiple internal communication channels:

Yet despite this, employees still say they didn’t know.

That’s not a technology failure. It’s a clarity failure.

When every channel is used for everything, people stop knowing where to look, what matters, what’s optional, and what requires action

Noise replaces direction.

Four questions to ask about your internal communications channels.

Before investing in another platform or launching a new initiative, review the channels you already have.

For each one, ask:

1. What is this really for?

Is it designed for quick operational updates?
Deeper strategic storytelling?
Reference information?
Conversation?
Recognition?

Every effective internal communications strategy defines the purpose of each channel clearly. If that purpose isn’t obvious, confusion follows.

2. How often do we use it?

Is it part of a predictable communication rhythm?

Or does it appear in bursts when something urgent happens?

Consistency builds trust. Random spikes create fatigue.

3. What’s the experience like?

Is content easy to find, visually consistent and aligned with your internal brand?

Or does it feel cluttered and fragmented?

Your internal communication channels are part of your internal brand. They either reinforce clarity and confidence or they undermine them.

4. Who does it reach well – and who does it miss?

Does it work for desk-based colleagues but not for retail teams, drivers or people constantly on the move?

If your employee communication only works for head office, it isn’t truly organisation-wide.

What tends to improve internal communication.

In our work, we often see meaningful improvements when organisations:

The goal isn’t more communication.

It’s a joined-up, manageable ecosystem where every channel has a clear role.

When that happens, “the first I’ve heard of it” becomes far less common.

Want to go deeper?

This perspective is just one section from our guide:

Internal Comms – Your Brand on the Inside

In the full guide, we explore:

If you’re reviewing your internal communications strategy this year, the guide is designed as a practical companion rather than a one-off read: