Effective communication is essential for municipal staff to stay aligned, engaged, and informed. City and municipal employees rely on clear and timely updates from department heads to execute their roles well.
However, many department heads are not always trained or equipped to lead internal communications effectively—especially in complex environments with diverse, deskless, or unionized teams. This blog provides practical tips for internal communications professionals to help department heads become more confident and consistent communicators, ultimately boosting morale, trust, and execution across all levels.
1. Understand the Communication Gap
Municipal environments present unique challenges when it comes to communication. Common issues include inconsistent messaging, lack of clarity, a top-down tone, and over-reliance on email. These hurdles can hinder communication effectiveness and create confusion among teams.
A survey by the Harvard Business Review found that 82% of employees cite a lack of collaboration or poor communication as the main cause of workplace failures. In municipalities, there are multiple service areas, rotating crews, and many frontline workers who don’t have regular access to digital tools. These factors make it even harder for department heads to ensure their messages reach everyone clearly and on time.
Improving leadership communication is essential because it directly impacts morale, trust, and execution. A study by Gallup found that employees who are well-informed are 3.5 times more likely to be engaged. When staff members feel informed and aligned with leadership, they are more likely to be engaged and motivated to carry out their duties effectively.
2. Offer Simple Communication Frameworks
Department heads often need simple, actionable tools to make communication easier and more effective. Offering basic templates for team updates, announcements, or shift briefings can save them time and effort while ensuring consistency. These plug-and-play tools make it easier for leaders to share important information without overthinking it.
In fact, a study by McKinsey found that companies with well-established communication practices are 25% more likely to report strong financial performance. Additionally, creating “ready-to-share” talking points for key initiatives will allow department heads to communicate crucial messages efficiently. Sharing a basic communication checklist can also help them consider the key elements of any communication—purpose, audience, channel, timing, and tone—before sending out messages.
3. Coach Them on Channels & Reach
It’s essential to help department heads understand the various internal communication channels available to them. Email, SMS, employee apps, digital signage, bulletin boards, and huddles all offer different ways to communicate with teams. Internal comms professionals should teach department heads how to select the most appropriate channels based on urgency, audience, and accessibility.
A report from Gallup found that 43% of employees want to receive updates through multiple communication channels, with 78% stating they would engage more if they received information on the channels they prefer. Reinforcing messages across multiple formats can improve recall and ensure that everyone, no matter their location or device, receives the information. By coaching department heads to use a variety of channels effectively, they can reach a broader audience with ease.
4. Encourage Two-Way Communication
Internal communications shouldn’t just be top-down. Department heads should be encouraged to ask for feedback and truly listen to their teams. Providing sample pulse survey questions or discussion prompts for team meetings can help make feedback a regular part of the communication process.
According to a Gallup report, organizations that regularly gather employee feedback and act on it see 14.9% higher productivity and 12.5% higher profitability. Highlighting how feedback is being acted on will help employees feel more engaged and valued. When department heads demonstrate that they not only listen but also take action on employee feedback, it builds trust and builds a culture of transparency.
5. Promote Visibility & Authenticity
Leaders who are visible and authentic builds stronger connections with their teams. Encouraging department heads to "show up" more—whether by visiting teams in person or through short video messages—helps humanize their communication. A more conversational, less bureaucratic tone can make department heads seem more approachable and relatable.
Research by Zenger & Folkman found that 87% of employees say they are more likely to respect leaders who are visible and authentic. Spotlighting successful department head communications can also be a great way to provide examples for others to follow. By showcasing what works, internal comms professionals can inspire positive changes across the board.
6. Make Training and Support Ongoing
Training department heads should be an ongoing process. Hosting quarterly internal communications refreshers or drop-in coaching sessions can help keep department heads up-to-date on best practices. Including internal comms as part of leadership development ensures that communication skills are continuously refined.
A study from PwC found that leadership development is one of the most critical components of building effective organizations, yet 40% of businesses report that they don’t provide enough leadership training. Providing performance feedback after communication efforts is also essential. Recognizing what worked well and offering constructive feedback on areas for improvement will ensure that department heads grow into even stronger communicators over time.
How Sparrow Connected Solves Municipal Communication Challenges
Sparrow Connected is designed to tackle the unique communication challenges faced by municipal teams, offering tailored solutions to bridge the communication gap for department heads. The platform’s multi-channel capabilities ensure messages reach all employees, whether they’re in the field, working on rotating shifts, or without regular digital access. With SMS, email, mobile apps, and digital signage all integrated into one platform, department heads can choose the most effective communication channel based on the urgency and accessibility of the message. This flexibility helps ensure no one is left out.
Additionally, Sparrow Connected’s real-time messaging and segmented distribution lists make it easy for department heads to send targeted messages that are relevant to specific teams or service areas. This is crucial in municipal environments where multiple departments may be working on different projects at the same time. The platform’s AI-driven message delivery ensures that the right people receive the right message at the right time, improving clarity and reducing the risk of miscommunication.
To build two-way communication, Sparrow Connected includes built-in feedback loops like pulse surveys and interactive features, allowing department heads to collect feedback instantly and act on it quickly. These tools make it easier for leaders to engage with their teams and create a culture of openness.
Moreover, Sparrow Connected promotes visibility and authenticity by enabling department heads to share messages through video, personalized updates, and easy-to-use communication templates. This helps humanize communication and make it more relatable for staff. The platform also offers detailed analytics to track engagement, measure effectiveness, and provide ongoing feedback, ensuring that department heads continuously improve their communication strategies.
By equipping department heads with these tools, Sparrow Connected helps improve leadership communication, enhances employee engagement, and builds a stronger, more cohesive team culture across the municipality.
Empowering Department Heads for Stronger Communication Across Teams
Department heads play a critical role in amplifying internal communications—but they need support to do it right. By equipping them with the right tools, guidance, and feedback, internal comms professionals can help build a culture of communication that spans the entire municipality.
One simple way to get started is by piloting your internal comms coaching approach with one department this month. To explore the full power of Sparrow Connected, including Augmented Reality (AR) capabilities on your mobile device, click here to learn more. Empower your leaders, improve communication, and drive success across your city!
Choose one department this month to pilot your internal comms coaching approach with. Explore the power of Sparrow Connected through Augmented Reality (AR) on your mobile device. Click here to learn more.
What’s Next?
