This week we needed some information from a Government agency. Like many organisations, the only contact point was a web form, or a dead-end call centre. So, we called the comms team.
Communications staff are fix-it people. They pick up everything that’s going wrong, or not being done. As organisations fill up with dead ends and dead wood, more communications people are needed to make things work.
As departments make it harder for customers, suppliers and stakeholders to transact with them – comms teams grow in response. They are needed to respond to inquiries, fix the failures, and to explain them away.
There is a danger: comms teams are threatened by the same organisational inertia. The comms team we called said they couldn’t give out the information we needed for privacy reasons.
